President Casino - El retiro del jugador fue cancelado sin explicación.

This is a casino where you cannot withdraw money.

Is there a connection behind the scenes with the transfer agent?

The day after I received the successful withdrawal email, I received a cancellation from the transfer agent.

The casino says the reason is unknown, even though they say there is no problem.

Incomprehensible statement that you can withdraw money from 1 again and review everything from 1 again.

Now, if you receive a cancellation from the agent again, you will no longer be able to withdraw money.

Part of the actual chat

Chat started on 05 Jan 2024, 01:49 PM (GMT+0)

(01:49:32)*** [name hidden by Casino Guru] joined the chat ***(01:49:32)[name hidden by Casino Guru]

My balance was returned, but what was the reason?

(01:49:34)"Customer Support"

Welcome to live chat! Our Japanese speaking staff will respond immediately. While you wait, could I please check your account?

(01:49:34)"Customer Support"

Excuse me, but may I ask for your date of birth, registered email address, and mobile phone number?

(01:49:49)[name hidden by Casino Guru]

[hidden by Casino Guru]

(01:50:12)Japanese support

Our staff will contact you shortly. just a moment please.

(01:50:30)[name hidden by Casino Guru]

My agent canceled the transaction and said they would check the details, but I did not receive an email, but now I have only received the balance back.

(01:50:38)*** Rie joined the chat ***(01:50:47)Rie

[name hidden by Casino Guru], welcome to customer support. Rie will be in charge today.

(01:50:51)Rie

Please wait a moment while we confirm.

(01:57:17)[name hidden by Casino Guru]

Again?

(01:58:09)Rie

Sorry for taking your time.

(01:59:21)Rie

There are no particular problems found.

We apologize for the inconvenience, but please request a withdrawal again.

(02:00:44)[name hidden by Casino Guru]

If you do that, please don't take the same amount of time to complete the procedure again, it's not my fault, right?

Please immediately

(02:01:14)[name hidden by Casino Guru]

Transaction 🆔 [hidden by Casino Guru]

(02:02:10)Rie

The payment department will approve the withdrawal.

(02:03:26)[name hidden by Casino Guru]

Please hand it over to the agent immediately, without waiting for an examination.

(02:03:45)[name hidden by Casino Guru]

Yes, please approve immediately

(02:04:07)Rie

We are sorry, but we cannot guarantee the time.

(02:04:18)Rie

We will approve it as soon as the department confirms it.

(02:07:17)Rie

Is there anything else I can do to help?

(02:07:51)[name hidden by Casino Guru]

Please make sure that your finance department insists that the transfer agent make the transfer on Monday. That's all.

(02:08:22)[name hidden by Casino Guru]

I'll save this chat

(02:09:41)[name hidden by Casino Guru]

Please approve it immediately.

(02:09:56)Rie

We are sorry, but we cannot guarantee the time.

We will approve it as soon as it is confirmed by the department.

(02:13:48)Rie

Is there anything else I can do to help?

(02:14:45)[name hidden by Casino Guru]

If it's not our fault, it would be common sense to at least go to that casino faster.

(02:14:55)[name hidden by Casino Guru]

Please hurry

(02:14:59)[name hidden by Casino Guru]

that's all

(02:15:03)*** [name hidden by Casino Guru] has rated the chat Bad ***(02:16:12)*** [name hidden by Casino Guru] has rated the chat Bad *** (02:16:12)*** [name hidden by Casino Guru] has commented: I was told that it was not my fault and the withdrawal was canceled, but the response was poor. If the next withdrawal is cancelled, I will doubt your company. Waiting for early withdrawal ***(02:16:22)*** [name hidden by Casino Guru] left the chat ***

出金できないカジノです。

振込代行業者と裏で繋がっているのか

出金成功メールがきた翌日振込代行業者からキャンセルがありました

カジノ側は理由は不明、何も問題ないというくせに

再度1から出金し直せ、再度全て1から審査するという意味不明な発言

これでまた代行業者からキャンセルが入ったらもう出金は不可能ですね

実際のチャットの一部

Chat started on 05 Jan 2024, 01:49 PM (GMT+0)

(01:49:32)*** [name hidden by Casino Guru] joined the chat ***(01:49:32)[name hidden by Casino Guru]

残高が返ってきましたが、原因はなんだったんですか？

(01:49:34)"カスタマーサポート"

ライブチャットへようこそ! 日本語対応のスタッフがすぐにご対応いたします。お待ちいただく間、お手数ですがお客様のアカウントを確認させていただけますでしょうか。

(01:49:34)"カスタマーサポート"

恐れ入りますが、お客様の生年月日、ご登録のメールアドレスおよび携帯電話番号 を伺ってもよろしいでしょうか。

(01:49:49)[name hidden by Casino Guru]

[hidden by Casino Guru]

(01:50:12)日本語サポート

担当のスタッフがまもなく対応させていただきます。少々お待ちくださいませ。

(01:50:30)[name hidden by Casino Guru]

代行業者がキャンセルしてきて、その内容を確認すると言ったままメールがきませんが今になって残高だけ返ってきてます

(01:50:38)*** Rie joined the chat ***(01:50:47)Rie

[name hidden by Casino Guru]、カスタマーサポートへようこそ。本日はRieが担当させていただきます。

(01:50:51)Rie

確認いたしますので少々お待ちくださいませ。

(01:57:17)[name hidden by Casino Guru]

まだですか？

(01:58:09)Rie

お時間をおかけし申し訳ありません。

(01:59:21)Rie

特に問題は見当たらないという事です。

大変お手数ですが、再度出金申請をお願い致します。

(02:00:44)[name hidden by Casino Guru]

そうしましたらまた同じ時間かけて手続きしないでください、こちらに落ち度がないと言うことですよね？

即時お願いします

(02:01:14)[name hidden by Casino Guru]

トランザクション🆔 [hidden by Casino Guru]です

(02:02:10)Rie

ペイメント部署にて出金承認いたします。

(02:03:26)[name hidden by Casino Guru]

審査どうこうではなく、すぐに代行業者に差し渡してください

(02:03:45)[name hidden by Casino Guru]

はい、即時承認願います

(02:04:07)Rie

申し訳ありませんがお時間に関しては確約いたしかねます。

(02:04:18)Rie

部署にて確認でき次第、承認いたします。

(02:07:17)Rie

ほかに何かお手伝いできることはございますか？

(02:07:51)[name hidden by Casino Guru]

月曜日には振り込むよう財務部門から振込代行業者に強く言うように言っておいてください。それだけです。

(02:08:22)[name hidden by Casino Guru]

このチャットは保存しておきます

(02:09:41)[name hidden by Casino Guru]

そちらの承認も即時お願いしますね

(02:09:56)Rie

申し訳ありませんがお時間に関しては確約いたしかねます。

部署にて確認でき次第、承認いたします。

(02:13:48)Rie

ほかに何かお手伝いできることはございますか？

(02:14:45)[name hidden by Casino Guru]

こちらに落ち度がないならせめてそちらのカジノの方で早くするのが常識でしょう

(02:14:55)[name hidden by Casino Guru]

急ぎお願いします

(02:14:59)[name hidden by Casino Guru]

以上です

(02:15:03)*** [name hidden by Casino Guru] has rated the chat Bad ***(02:16:12)*** [name hidden by Casino Guru] has rated the chat Bad ***(02:16:12)*** [name hidden by Casino Guru] has commented: こちらに落ち度がないと言われた上で出金キャンセルされたが、対応が悪い。次出金かま万が一キャンセルでもされたら御社を疑う。早い出金を待ってます ***(02:16:22)*** [name hidden by Casino Guru] left the chat ***

Dear syouivocal,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with President Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals before?

Could you please confirm if you passed the KYC verification?

Could you kindly specify if you submitted a new withdrawal request as suggested by customer support?

Could you please specify the exact date when your first withdrawal request was canceled?

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

Best regards

Veronika

① Have you ever successfully made a withdrawal?

A.No.

②Could you please confirm whether you have passed the KYC verification?

A.I passed the exam.

Could you please specify whether you have submitted a new withdrawal request as suggested by customer support?

A. You have submitted a new withdrawal request

Could you please specify the exact date when the first withdrawal request was cancelled?

A.1/4 around 11:00 (Japan time)

Time the balance was reversed

2024-01-05 12:11:02 (Japan time)

①これまでに引き出しに成功したことがありますか?

A.ありません

②KYC検証に合格したかどうか確認していただけますか?

A.合格しています

カスタマーサポートの提案に従って、新しい出金リクエストを送信したかどうかを明記していただけますか?

A.新しい出金リクエストを送信しました

最初の出金リクエストがキャンセルされた正確な日付を指定していただけますか?

A.1/4 11:00頃(日本時間)

残高が差し戻された時間

 2024-01-05 12:11:02(日本時間)

On 2024-01-09 10:04:10, the remittance company canceled it again.

2024-01-09 10:04:10にまた送金事業者からキャンセルがされた。

Thank you very much, syouivocal, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 syouivocal,

I'm Michal and I have taken over your complaint. Upon reviewing your case, it's important to note that the casino does not have exclusive control over the diversity and accessibility of payment methods. Multiple factors, including the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, significantly influence these aspects. Regrettably, casinos may face limitations in offering certain payment methods to customers in specific jurisdictions. Nevertheless, the casino should strive to provide at least some reliable withdrawal options to ensure successful payments to its customers. I will reach out to the casino to gather more insights into this issue. I will contact the casino to shed more light on this matter.

We would like to invite President Casino to join the conversation.

Dear President Casino,

Could you please provide additional details on why the player's withdrawal was not successfully received? Furthermore, what alternative payment methods are available to ensure the player receives their winnings without further complications?

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 syouivocal,

I have successfully communicated with the President Casino Team. According to the information provided by them, your earlier withdrawal attempts were rejected by the payment provider. While no specific reason was given by the payment provider, as mentioned earlier, such occurrences can stem from various factors. However, the casino team recommended using an alternative payment method, and with that, your withdrawal requests were efficiently processed within 24 hours.

Could you kindly confirm that you have indeed received your winnings successfully? If so, can we consider your complaint to be resolved, or do you require assistance with anything else?

Dear syouivocal,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear syouivocal,

While it appears that the matter has been addressed, and your winnings have been received, we have not received additional confirmation or any further requests for assistance from you. Regrettably, we are compelled to close this complaint as rejected. We appreciate the cooperation of the casino team.

Should you encounter any challenges with this or any other casino in the future, please feel free to reach out, and we will do our utmost to assist.

Best regards,

Michal

Casino Guru