Fortune99 Casino - El jugador disputa un reclamo de múltiples cuentas.

I was suspected of having multiple accounts

This is utterly unfounded

複数アカウントを疑われた

全く事実無根

Dear hitohaminakamida,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?
• Could you please advise what is the exact URL of the casino website?
• 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

Did your winnings accumulate with or without active bonuses?

Bonus is achievement type

Was your account previously verified?

did

Can you tell me the exact URL of the casino website?

https://fortune99jp.com/

あなたの賞金はアクティブボーナスの有無にかかわらず蓄積されましたか?

ボーナスは達成型

あなたのアカウントは以前に認証されましたか?

した

カジノのウェブサイトの正確な URL を教えていただけますか?

https://fortune99jp.com/

Until the KYC of the similarity account is completed

I was told I couldn't reopen💦💦💦💦

Totally unfounded💦💦💦💦

類似性のアカウントのKYCが完了するまで

再開できないって言われた💦💦💦💦

全く事実無根💦💦💦💦

Hi hitohaminakamida,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Thank you.

I don't have a family

All my phones are mine👌

completely unfounded

baseless

家族はしてないし

携帯も全て自分の👌

全く事実無根　

根拠のない

Hi hitohaminakamida,

• Would you kindly send the confirmation of a successful account verification to petronela.k@casino.guru?
• When did you initially open your account?
• I apologize, but I'm still unclear whether your winnings were obtained with or without an active bonus. Could you please provide more details on this?

Thank you.

Could you please send confirmation of successful account verification to:

I can't log in anymore💦💦💦

When did you open your first account?

Around January 15th? ? ? I don't remember details

Unfortunately, it is still unclear whether your winnings were won with or without an active bonus. Can you tell me more about this?

You can receive the bonus only after fulfilling the conditions.

My account was suspended just before I met the conditions💦💦

アカウント認証が成功したことの確認を下記までお送りいただけますでしょうか。

もうログインできない💦💦💦

初めて口座を開設したのはいつですか?

一月15日前後？？？　　詳しく覚えていない

申し訳ありませんが、あなたの賞金がアクティブボーナスの有無で獲得されたかどうかはまだ不明です。これについて詳しく教えていただけますか?

条件を達成してから初めてボーナスをもらえる

条件を達成する直前にアカウント停止させられた💦💦

Hi hitohaminakamida,

Given that we have identified two distinct accounts with identical credentials (your first and last name) on our website, are you certain that you have not inadvertently created two separate accounts within this casino as well?

https://casino.guru/profile/405652/hitohaminakamida

https://casino.guru/profile/367505/hirokann0525

Thank you.

Sure!

There is only one account

確信している！

一つしかアカウントはない

Thank you very much, hitohaminakamida, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, hitohaminakamida,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Fortune99 Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

From what games/types of games did he accumulate his disputed winnings? Was a bonus used?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

thank you!!

Best regards👌

ありがと！！

よろしく👌

We would like to ask the 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’ which may negatively affect its rating.

Dear hitohaminakamida,

Just letting you know that I am extending the timer until the end of this week (Friday) because I tried to contact the casino in other ways.

I will inform you in case of any news or updates. However, please note if no one from the casino provides me with the relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Hello, hitohaminakamida,

I managed to connect with the casino representative, but as you mentioned above, it looks like the casino is waiting for another allegedly linked account to be fully verified. For now, it is not completely clear based on what were the accounts linked, but I will ask the casino for more details regarding the relationship/similarity between the accounts. In the meantime, can you please answer the following questions:

What type of games did you play most at the casino, or, from what type of games did you accumulate your disputed winnings? (Sports betting/slots/live casino/...)

Do I understand correctly that the disputed winnings were accumulated with an active bonus?

Revived

thank you

復活した

ありがと

Thank you for the update, hitohaminakamida.

However, since I work only with translations from Japanese to English, I am not sure about the information in your last post.

I was informed by the casino that your disputed account should have been unblocked, and that in case you have further concerns, you should contact directly the casino because they cannot share sensitive data with casino.guru as a 3rd party.

Can you please confirm your account was unblocked and I can consider the matter resolved and close it?

Dear hitohaminakamida,

We are extending the timer by 7 days. Please note that in case you fail to respond in the given time frame or don’t require any further assistance, based on the information provided by the casino and you above, we will consider the complaint successfully resolved.

Ok!!

オッケー！！

The complaint will be marked as 'resolved' in our system.

Best regards,

Branislav, Casino.guru