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My account was suddenly frozen.

It is said that this is not a violation of the Terms of Service, but for the casino's own reasons.

I want to withdraw my rebate or cash balance that is still there.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Is your active balance accumulated winnings or cashback bonus only?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I registered last year.

Authentication has been completed successfully and I have made several withdrawals.

I have played a variety of games.

I have a balance of a few hundred dollars, some rakeback (comp points) and maybe some money left in the game.

I do not know without logging in.

Hello

The player may withdraw the amount of USD263.43

Pardon for inconveniences.

Regards

@IceCasino Team

Thank you very much for your assistance.

@andandjonnyx

Please let me know when you receive your winnings. Thank you in advance.

I logged in and applied for a withdrawal.

However, since the bet is blocked

I cannot check if there is any money left in the game.

Also, when I inquired via chat,

'We are not shutting down our service in Japan.

'You cannot withdraw your balance.

The casino insisted.

Why did they change their claim that I can withdraw my money the moment I consulted with the casino guru?

It is as if they did not expect that I would consult with the casino guru.

I don't understand why they would do such an unpleasant thing and continue to do business in Japan.

Another Japanese user also had his account suspended.

Please explain the reason.

Dear andandjonnyx

According to our records, all the winnings were received.

Please kindly confirm.

Regards

Because I cannot enter the game,

Uncollected balances cannot be checked.

Please answer my question.

When I contacted you via chat, you said that the balance could not be withdrawn.

Was that a lie to get me to cry myself to sleep?

Dear andandjonnyx

Can you please confirm the money was received?

Thank you!

It cannot be checked or withdrawn because it is not possible to enter the game.

Dear andandjonnyx

What was the disputed amount you asked for and how much did you receive?

Regards

It appears that we are not having a conversation?

I am saying that I cannot see games that have not yet been completed or balances remaining in the game.

Dear andandjonnyx

How are you going to determine that the game/games were not completed?

Are you postponing the rounds?

As per the balance, we will gladly provide the proof to the casino guru representative.

Best regards

If I enter the game, whether it is completed or not,

I can also see if there is an accumulated amount of money.

However, because the casino denies access to the game itself,

I cannot check it.

Dear andandjonnyx

Which game (to your imagination) was not completed?

Please kindly provide us with the info.

Also, do you practice the game-rounds postponement?

Thank you!

I'm saying that we don't know, so we need to play the game directly to confirm.

Or is the casino responsible for checking all slots, etc.?

I don't think that the casino can judge everything, since the rules of the game vary so much.

Normally, when you terminate a service, you would inform the affiliate manager in that country in advance and give them a grace period, right?

What were you thinking when you took this action?

Dear andandjonnyx

Are you an affiliate or a player?

Thanks

Player.

However, I know some affiliates.

The affiliate does not seem to have been made aware of anything about the fact that several Japanese, including myself, have had their accounts blocked this time and not allowed register a new player.

Dear Player,

According to T&Cs: "

You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us".

Since all the winnings have been paid out - we do not see a point to leave the complaint open.

Best regards

I have only one account.

If you blocked me because of a duplicate account, that's your mistake.

Apparently you do not understand what I am saying.

Dear andandjonnyx

Your account was blocked according to point 13.5. 

If you attempt to open another account - you will be blocked immediately, as mentioned above.

Kind regards

Dear Casino Guru

Currently, this ice casino, Vulkan Vegas, is under the same management,

and at Verde Casino, where the site platform is similar,

Phenomena such as this one are occurring.

It is believed that these casino platforms are terminating their services in Japan.

There was no notice, so both users and affiliates are confused.

Furthermore, I contacted them via chat immediately after my account was blocked,

I was lied to and told that I could not withdraw my balance.

I then complained to the casino guru,

They changed their claim to allow withdrawals.

We cannot even check on games that have not been completed or balances that are still in the game and need to be retrieved.

I would like you to investigate what is happening now with this casino affiliate.

Dear Player,

Please kindly explain the following: "We cannot even check on games that have not been completed or balances that are still in the game and need to be retrieved."

Kindly specify which games and balances are in question. We are here to assist you.

Do you not complete your games on purpose? We are expecting a brief explanation.

Thank you for your cooperation.

Regards

I have said many times that we won't know unless we have access to the game.

Which one is even the game in question, I am currently unable to verify.

Or does the casino can check all the games one by one?

Dear Player

Yes, the casino can check the open rounds (if any) by any of the game provider.

Best regards

Now check out all the games.

Also, withdraw any remaining balance in the game.

You do realize that this has nothing to do with whether it is an open round or not, right?

Not all balances in the game are simply calculable.

(For example, if you had collected 7 symbols on a machine that offered free spins for collecting 10 symbols, could you calculate the value?)

It gets complicated, doesn't it?

That's why we need to be notified in advance when we are going to discontinue offering a service.

(So that in the meantime the player can check in, play the game and collect the balance.)

Isn't this common sense when operating a casino?

Dear andandjonnyx

It is strictly prohibited within the T&Cs:

"It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance."

Also, we can confirm you have zero (0) on your balance, all was withdrawn.

While speaking about the game check, we were referring to any "stuck"/"non-finished" rounds. All the rest - is basically the continuation of the gameplay, which you, as a player, do not have financial sources to do.

Hope this clarifies the matter.

Kind regards

Enough is enough.

We didn't intentionally postpone the game, that one suddenly blocked our account.

The word "postponement" is also incorrect.

You ruined the balance that could have been recovered if you had played with real money as usual for your own convenience.

Dear Casino Guru

I apologize for the very long exchange that took place when I took my eyes off the road.

Let me summarize the main points.

1)This casino did not notify affiliates or users of the termination of its service in Japan, and suddenly blocked users' accounts.

2) The casino also has a malicious attitude of not allowing withdrawals of balances unless a complaint is made to a licensed or outside agency.

(3) As mentioned above, the casino has ruined balances that could have been recovered if the game play had been normal, and the casino not showing remorse and claims that players are postponing their games.

In the current situation the casino is being uncooperative and defiant,

it will be difficult to verify or recover any balances.

We would like to be penalized this casino.

Dear Player,

Several more questions:

You are constantly referring as "we". Are you a group of players?

Are you an affiliate?

Has all the money been paid out to you personally? Is there any money left on your real money balance?

Thank you in advance!

Dear andandjonnyx,

1)This casino did not notify affiliates or users of the termination of its service in Japan, and suddenly blocked users' accounts.

The casino is not under any obligation to provide advance notification. As long as your account is settled with all active balances paid at the time of closure, the casino's actions are within standard practice. Knowing in advance that your account would be closed shortly wouldn't make a significant difference.

2) The casino also has a malicious attitude of not allowing withdrawals of balances unless a complaint is made to a licensed or outside agency.

It's entirely impossible to ascertain the casino's intentions, and we cannot diminish their rating solely on the basis of your conjectures.

(3) As mentioned above, the casino has ruined balances that could have been recovered if the game play had been normal, and the casino not showing remorse and claims that players are postponing their games.

I'm still unclear about your inquiry, as your active balance has been settled, and any funds accumulated within your games would be regarded as suspended rounds which are in direct violation of casino regulations, or loyalty points and those are considered casino money (bonus funds).

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

In this casino I usually played the slots.

Some of the slots have special rules, such as free spins for collecting a certain number of symbols.

There are other slots where a portion of the winnings are pooled and can be earned by playing some.

(e.g. Sweet Alchemy)

If the casino had given me proper advance notice, I could have used my remaining balance to play the slots and get free spins and play.

Then the balance will change.

Knowing in advance that your account will be closed makes a big difference in practice.

(Wouldn't there be incidents where an account is suspended while a bonus is being digested, and even if cashing is realistic, it is not considered a cache?　If we were informed in advance, that kind of trouble would be eliminated, wouldn't it?)

Also, I am not playing with bonus money.

The casino had a well-defined set of games that could not be played with the bonus.

Dear Casino

I am a representative of Japanese casino users.

Even if they were allowed to close down suddenly,

Many users would be angry if they were close their casinos abruptly.

It also concerns the credibility of all online casinos operating in Japan.

Not all of them are able to make a complaint like me to make a withdrawal,

Many users are still confused.

When I contacted you via chat, you said that balances cannot be withdrawn.

However, you changed your opinion that I could withdraw the money as soon as I complained here.

Why was that?

As long as the casino guru cannot confirm the intent, I can only confirm it.

Dear andandjonnyx

The reason we allowed to withdraw all the money is because we are obliged to do so. Unfortunately when blocking the account, the operator did not notice you were having a real money balance, and we do apologize for that. But as you can see, this incident was resolved in no time.

Hope this clarifies the matter.

Best regards

Currently, Vulcan Vegas, Ice Casino, and Verde Casino have suddenly blocked Japanese players and are not allowing new registrations.

Is it correct that this means that they are terminating their services in Japan?

As I have said many times, balances that could have been collected if proper advance notice had been given are now uncollectible.

I would like some kind of compensation or an alternative.

(i.e. temporarily allow deposits and game play)

Just like in your other complaint, I'd like to clarify that any free rounds or cashbacks are considered promotional funds, distinct from real money. If the casino opted to close your account and refund your active balance, this action aligns with their established rules, and regrettably, there is limited further assistance we can provide in this matter.

Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

This is not a free round.

In other words, real money remains in the game.

However, if I do not have access to the game, I cannot withdraw that real money.

If there is someone in Casino Guru who has knowledge of slots, we can talk.

If there is no one with knowledge of slots, I will take it to licensing, etc.

(If you don't understand my earlier explanation, then further exchange would be pointless.)

I knew that casino gurus were not familiar with sports betting, but are they not familiar with slots as well?

I would like an answer so I can decide if I should file a complaint here in the future or directly with Ask Gamblers or Licensing.

Thank you for expressing your concerns. You are correct that we do not handle complaints related to sports betting, but we do understand the specific issue concerning blocked accounts. Let me summarize the situation once more.

You were playing slot machines with real money, without using any bonuses. The slot machine you were playing on rewarded players with a bonus feature after a certain number of spins, and you had these spins pending in your account when the casino was required to block your account. It's essential to note that the decision to block all Japanese players' accounts was not made by the casino itself, but rather by the licensing authority and regulator. This action was beyond the control of the casino. Although your active balance was paid to you, the casino cannot individually investigate each player's account to determine whether there are potential winnings from pending bonus features, or if these features could result in losses.

Furthermore, as you are aware, casino terms and conditions typically stipulate that any account can be closed without prior notice, as long as the active balance has been settled, in accordance with their policies.

If you decide to pursue your complaint elsewhere, we understand and respect your decision. However, it's worth noting that this is a standard procedure, and it's unlikely that another Complaint Center or regulator will rule in a different manner.

We wish we could offer more assistance, but unfortunately, there are limitations to what we can do in this particular situation. Thank you for your understanding.