K9Win Casino - Účet hráče byl zablokován.

Hi, i’m facing some issue for withdrawal in K9win casino.

They told me my current ip address location is in another location and they also notice same ip address in different account.

At the end, they locked my account and told me further investigation needed for my account. Their customer service was useless, they didn’t know what’s going on at all. They’re unable to provide the progress of investigation.

1) i didn’t use any VPN for login and play. ( ip address is not determine by my side)

2) they didn’t provide any proof who using the same ip address in different account.

3) they locked my account for more than 24hours

Anyone can help on this?

Dear Jack,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used a VPN to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address.

Could you please advise if you have redeemed any promotional offers in this casino in the past?

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

Hi Petronela,

Thanks for your prompt reply.

1) I'm 100% confirm that, didn't use VPN to alter my location.

I'm using mobile internet connection for home desktop instead of fixed line internet. ( I have no idea why my ip address didn't reflect my exact current location (but still under Malaysia, only different region). I had tried with other device, having the same issue. ; I also tried other telco service provider, the ip address also didn't reflect my exact current location. I believe this is not under my control on it.)

2) I didn't redeemed any promotional offers in this casino during deposits.

Please help to resolve this issue asap.

Many thanks

Jack

Is there any relevant communication related to the accusation of VPN use? If yes, please forward it to petronela.k@casino.guru.

Hi Petronela,

No.. There is no any communication between accusation of VPN use ( The customer service only verbally inform by call and not official inform based on their findings). I'll forward whatever documents/evidence i got to your email.

The person in charge didn't give any feedback on their findings. The customer service only say wait for their technical respond.

Been waiting for more than 48hours. I didn't get any feedback or status from their side.

Thanks

Jack

Yes. you're right. They only inform me waiting for the provider provide information.

I tried to direct call the provider. The provider told me still waiting feedback from other department.

They're like trying play me around without giving any updates.

Could you please advise how many days ago got the provider involved with the issue? If your account is under investigation we need to allow some time for it to be completed.

The provider involved in this cases since day 1 (25/4/2021).

I didn't get any updates from their side. Will you able assist to contact the casino provide some information update and estimated timeline for the investigation?

Thanks

Jack

From our experience, it may take 14 days, but every investigation is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. 

I fully understand your frustration, Jack. I will set the timer for additional 7 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience.

Thanks for your help. In the event if yet get any response from K9win, can you intervene to direct ask K9win person in charge explain and update the status here?

If there's no development by Wednesday next week, we will intervene and contact the casino through this official thread.

Hi Petronela,

I just dropped an email to you. Hope that information can help.

Thanks

Jack

I also did direct check with Allbet supplier through their official website as below,

https://www.allbetgaming.com/en/index.html

They told me no investigation is ongoing.

Ok, thank you for your email. I will check back with you next Wednesday.

Hi Petronela,

I received call and feedback from K9win customer service. They told me their final decision was forfeited my RM13,050. Since day 1, they're raising the issue without provide all proof.

Please help..

Thanks

They're like fooling me around. Just like what i said, i did cross checked with allbet group. No investigation is ongoing.

Before we'll proceed any further with this case, could you please confirm that there's no other relevant communication that you could share with us and specify how many IP addresses you normally use when playing at the casino? Thank you very much in advance.

Confirmed. That's all i can provide for you.

I also confirmed, no VPN being used during playing.

Only 1 IP address which is not determined by my side. This IP address is determined by Mobile / Broadband provider.

Been tried many different online casino, K9win is one of the casino raising this issue. I'm playing for same provider (Eg. Allbet / Pragmatic casino) for different platform casino but how come only K9win having this issue?

For your information,

After the final decision informed by their customer service (K9Win) - No refunds will be made.

I didn't receive any further updates. My account still remain locked without any notice.

Thank you very much, Jack, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jack.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain to us what happened and why was Jack's account closed.

Hi Matej/K9win,

Besides that, due to the verification process, i did provided all supporting documents (Eg. identification cards, bank statement and selfie of identification) through Wechat.

Since they locked and closed my account in K9win. How they to handle such documents? How i'm going to ensure all these documents is not leaked or disposed? [K9win - please confirm]

Thanks

Jack

We would like to ask the K9Win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Jack, if the casino fails to respond in the given time frame, we will help you to contact the casinos licensing authority.

Hello Jack.

Unfortunatelly, it not looks like the casino representative would like to reply here.

Please contact the casino licensing authority:

https://www.pagcor.ph/contact-us.php

Because this casino didn't want to disclose any information about their license in the past, and because the PAGCOR license has not a good process for solving complaints, we are closing this complaint as unresolved.

It will negatively impact the casino rating.