Cusco Casino - El retiro del jugador se retrasa significativamente.

There has been a significant delay in withdrawals on this site for quite some time.

The dedicated manager recently mentioned something different from the initial explanation.

I completed all the document submissions on December 16, and submitted a withdrawal request around the same time.

That request has yet to be credited, and the initial explanation was that the finance department was processing it without any issues.

Considering it was close to the year-end, when I inquired again around that time, I was told there might be slight delays in processing due to the holiday period, which I accepted, understanding there might be holiday-related impacts.

However, as of today, the funds still haven’t been credited. The response from three days ago stated,

"Technical work related to the payment method is being conducted on the site, and there might be delays in processing withdrawals."

The situation has changed to this.

I'm satisfied with the prompt responses to my inquiries from the dedicated manager.

But, naturally, I am becoming anxious because the withdrawal hasn't been processed for over a month. I would appreciate if this issue could be addressed somehow.

こちらのサイトでかなりの期間による出金遅延が起きております。

専属のマネージャーは当初の説明と異なる事を最近言われました。

書類提出は12月16日に全て完了し、その日くらいに出金申請を1度出しました。

その申請分が未だに着金しておらず、当初の説明ですと財務部門より問題無く処理中との案内が届きました。

年末に近い事もあり、年末付近に再度訪ねた際は、その期間は少し処理が遅れるといわれ、その点は私もお休みの影響などもあると思いまして納得しておりました。

しかし、今日になってもまだ1度も着金しておらず、3日前の回答では

「サイトでは支払い方法に関する技術的な作業が行われており、引き出しの処理に時間がかかる可能性があります。」

このような事態に変わってしまいました。

専属マネージャーの方は質問自体には素早く回答を頂けて満足しています。

でも、流石に1ヶ月以上も出金がされないと不安になりますので、その点をなんとかしていただきたいです。。

Dear nishitsuki, 

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 that I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Have you ever been successful in making a withdrawal?

No, I have never been able to withdraw any money.

Can you please confirm that you have passed KYC verification?

I have checked with the manager repeatedly and there has been no talk of any additional KYC required.

Have you accumulated winnings with or without an active bonus?

I don't know what accumulation means, but I met the conditions for the bonus money and was able to cash it out.

これまでに引き出しに成功したことはありますか?

いいえ、一度も出金出来ておりません。

KYC 検証に合格したことを確認していただけますか?

再三マネージャーに確認をして、追加のKYCがあるという話にはなっておりません。

有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

蓄積というのがわからないのですが、ボーナスマネーの条件を達成して現金化に成功しました。

I have confirmed once again that a withdrawal request for €2,000 was made on 12/18/2024.

There have been no cancellations on the site. CuscoCasino has not offered any alternative withdrawal methods and has been acting dishonestly.

I have exchanged over 40 emails with my exclusive manager so far.

Up until 2025.01.25, "I checked and your payment is currently being processed by our finance department."

This was the answer.

On 2025.01.26, "The site is currently undergoing technical work regarding payment methods and withdrawals may take longer to process. Thank you for your understanding!"

The answer has changed to this one.

I don't feel there was anything wrong with the way my dedicated manager handled the situation, but I am outraged by the way the finance department handled it.

It's been about 45 days, so it's hard to imagine there being any technical issues.

It has been a week since the reply on the 26th. Why has there been no announcement on the website about the ongoing technical problems with withdrawals?

For all of the above reasons, the financial department has confirmed the withdrawal issue, but is continuing to accept other users.

This response is dishonest.

2024.12.18に€2,000の出金申請をしている事を改めて確認しました。

サイト内ではキャンセルも起きておりません。CuscoCasino様は出金処理の代替案なども提案されておらず、ずっと不誠実な対応をされております。

専属マネージャー様とはこれまで40通以上のメールを行っています。

2025.01.25までは「確認したところ、お支払いは財務部門で処理中です。」

こちらの回答でした。

2025.01.26に「現在、サイトでは支払い方法に関する技術的な作業が行われており、引き出しの処理に時間がかかる可能性があります。ご理解いただきありがとうございます！」

このような回答に変化しております。

私は専属マネージャー様の対応に問題があるとは感じておりませんが、財務部門の対応には憤りを感じております。

45日ほどの期間が経過しているにも関わらず、ずっと技術的な問題が起きてるとは考えづらいです。

26日の回答から数えても1週間経過しております。出金は技術的な問題が続いてるのに、何故サイト内では告知がされてないのでしょう。

以上の点から、財務部門は出金問題を確認しているにも関わらず、他のユーザーを受け入れ続ける状態を示しております。

この対応は不誠実です。

Thank you very much, nishitsuki, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.

Dear nishitsuki,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cusco Casino representative to join this conversation.

Dear Cusco Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello everyone,

The player is currently undergoing a verification process by our anti-fraud system due to suspicious betting patterns in Dragon Tiger Luck by PGSoft.

The player consistently places €5 bets exclusively from the bonus balance, which raises concerns about potential bonus abuse and systematic wagering.

Indicators of a Fraudulent Strategy:

 Low-risk gameplay: Dragon Tiger Luck is a game with nearly equal winning odds (~50% per outcome), allowing the player to wager bonuses with minimal losses.

 Fixed betting pattern: The player maintains the same €5 bet size throughout the session, which suggests an intentional effort to clear the wagering requirement without engaging in natural gameplay.

Our anti-fraud team is currently reviewing the player’s activity, and upon completion of this process, we will determine the appropriate course of action regarding the account and any pending withdrawals.

We appreciate your understanding and cooperation in maintaining fair gaming practices.

I was surprised at the sudden change in his statements.

This was completely different from the explanation I had had up until then, and I finally understood the meaning of the 46 email exchanges that had taken place.

The answers you've given me up until now have been different because you asked your manager to give you a different explanation in order to keep the details of the investigation concealed.

It took about two months, and now they're bringing up the explanation and continuing the investigation.

"We ask for your understanding and cooperation in maintaining fair game operations."

It seems to me that what you're saying is lacking in fairness.

So, they kept their intentions hidden in their responses to our inquiries, and deceived us from start to finish by telling us about several non-existent problems.

Or perhaps the explanation was changed in an attempt to cover up the problem of continued delays in withdrawals.

The reason I didn't change the bet amount was because I thought that changing the bet amount might violate the terms of use.

The translation function on the site didn't work properly, so I had a hard time reading the terms of use.

When I actually opened the game, I think I was constantly being told that the bet limit was €5.

Thinking back to that time, I think I may have chosen the above machines so that I could play consistently for €5.

I didn't realize that there was a limit on winnings, and my balance was adjusted when I met the wagering requirements, so I remember asking support about it.

余りにも急な発言の変容に驚きました。

これまで私にされていた説明とは全く異なりますし、メールで46通にまで及ぶやり取りをしていた意味がようやく理解できました。

これまで私にされていた回答は、調査内容を伏せる為にマネージャーへ異なる説明を頼んでたのですね。

約2ヶ月にも及ぶ期間がありましたし、その説明を今になって持ち出されて引き続き調査するというのは

「公正なゲーム運営の維持にご理解とご協力を賜りますようお願い申し上げます。」

そちらの言う公正さに欠けているように思えます。

問い合わせの回答に対して意図を伏せ続けて、存在しない問題をいくつか伝えて終始こちらを騙していたという事ですよね。

あるいは、出金が遅れ続けた問題をこの場で誤魔化す意図を持って説明を変えられたのか。

ベット額を変えなかった理由はベット額を変動する事自体が、利用規約に抵触するかもと思ったからです。

サイト内の翻訳機能がうまく働かず、利用規約を読むのに苦労しました。

実際にゲームを開いた際もベット額が€5までだという案内をずっと出されてたと思います。

一貫して€5で遊ぶために上記の機種を選定したのではないかと、当時の記憶を遡ってそう思っています。

勝利金に上限が定められているのにも気づかず、賭け条件のクリア時に残高が調整されてしまい、その事をサポートで質問をしたような覚えがあります。

Dear Cusco Casino,

Could you please confirm, if there has been any update in the investigation process?

Hello everyone,

We would like to provide an update regarding this case.

Our anti-fraud team is still conducting a thorough investigation into the player's betting activity to ensure compliance with our fair play policies. Given the nature of the detected patterns, we need to complete a detailed review before making a final decision.

We expect to conclude our investigation and provide a final response by next week. We appreciate your patience and cooperation as we work to uphold a fair and secure gaming environment.

Thank you for your understanding.

Best regards,

Cusco Casino Team

Dear Cusco Casino,

Would you be able to provide the result of the investigation?

Hello everyone,

Thank you for reaching out. We would be happy to provide the results of our investigation. Could you please confirm the preferred method or email address where we can send the relevant details?

Looking forward to your response.

Best regards,

Cusco Casino

Dear Cusco Casino,

feel free to send me the details to [email protected].

Hello everyone,

We have sent you an email to the address you provided. Kindly check your inbox, including the spam or junk folder, to ensure you receive our message.

The email was sent from [email protected]. If you do not see it, please let us know so we can assist you further.

Looking forward to your confirmation.

Best regards,

Cusco Casino Team

Dear Cusco Casino,

Please bear in mind, that confiscation of winnings only based on betting strategies is against our Fair Gambling Codex. 

I sent you an e-mail with request of clarification of some previous accusations.

Thank you for your cooperation.

We would like to ask the casino to reply to provide information requested by e-mail. 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 Casino Guru Team,

Thank you for reaching out regarding this matter.

We would like to officially confirm that, following a thorough review of recent activity, we have detected clear and consistent signs of fraudulent behavior and systematic bonus abuse schemes involving all players from Japan. These findings are based on comprehensive internal monitoring and analysis of gameplay patterns across multiple accounts.

Our team continues to closely monitor the situation and apply the necessary preventive and corrective measures to ensure the integrity of our platform.

Should you require any additional clarification or further information regarding this case, please do not hesitate to contact us.

Kind regards,

Cusco Casino

Dear Cusco Casino,

Could you please clarify, which bonus or bonuses did the player claim, and how many times?

Could you also please provide clarification, which consequences the player faces for the aforementioned behaviour? (concerning his winnings and player account)

Thank you.

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 Nishitsuki,

We have not received any evidence of activity that would justify the casino's decision. Allowing a player to place bets of a specific size or on certain games, and then confiscating their winnings after they have played and won, creates an unfair situation where the player bears all the risk while the casino faces no consequences.

The casino has stopped responding and has failed to provide reasons for their actions, which we would consider to be justifiable. As a result, we are compelled to close the complaint as unresolved, as the casino’s behavior goes against our Fair Gambling Codex.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Best regards,

Mirka