Taptap Casino - El jugador cree que el reintegro se ha retrasado.

I deposited ¥50,000 into taptap Casino and received a ¥15,000 bonus. I met the wagering requirements and requested a withdrawal, but they refused, stating that this was a violation of the promotion's terms and conditions. They subsequently refunded me only the money I deposited, and confiscated my winnings of ¥471,400. Since I only play live casino games, I'm sure I didn't violate the terms or commit any fraud. When I asked why, they said that taptap Casino had confiscated my winnings because I wasn't playing seriously. This is completely unacceptable, so I'd like them to intervene.

taptapカジノに5万円を入金して1.5万円のボーナスを受け取りました、賭け条件はクリアしたので出金申請をしたのですがプロモーションの規約違反だと言われ出金を拒否されました、その後に入金したお金だけを返金されて勝利金の471400円が没収されました、自分はライブカジノしかプレイしていないので不正などの規約違反はしていないはずです、理由を聞いたところtaptapカジノの判断で真剣にプレイしていないから没収したと言っていました、到底納得できる話ではないので仲介をお願いしたいです

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear tororon,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No, you don't have to wait 14 days. Taptap Casino has already refused to withdraw any funds and confiscated any remaining balances. They are now refusing to withdraw any funds that you have deposited.

いえ、14日間待つ必要はありません、taptapカジノはもう出金を拒否して残高を没収しています、今は入金したお金すら出金を拒否しています

I have confirmed with live support that KYC has been completed and no additional procedures are required. However, Taptap Casino is engaging in malicious activities, such as refusing to transfer funds even though they claim to have completed the withdrawal.

KYCは完了しており追加で必要がないとライブサポートで確認しています、taptapカジノは出金を完了したと言いながら送金を拒否したりと悪質な行為をしています

The money you deposited has been withdrawn

入金したお金は出金されました

Dear tororon,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, they only refunded the money I deposited and confiscated the rest. I want my money back as soon as possible.

いいえ、彼等は入金したお金だけ返金をして残りは没収したままです、早急にお金を返してもらいたいです

Dear tororon, thank you for your response. Please allow me to ask you a few questions, so 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Only the money you deposit is successful

KYC has been verified successfully

What does "accumulation" mean? I continued playing without withdrawing until I met the wagering requirements.

I only played the live casino

Send an email

入金したお金だけ成功しています

KYCは問題なく認証されています

蓄積とはどういった意味ですか？賭け条件をクリアするまでは出金せずにそのままプレイしました

ライブカジノだけプレイしました

メールを送ります

I can't send an email so I'll share it here

メールが送れないのでこちらで共有します

Dear tororon, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

The withdrawal request was made on February 8th.

The last withdrawal took about 18 hours to process.

I tried to withdraw using the same method as I deposited

It is now processed

撤退をリクエストした日は2月8日です

前回の出金処理までにかかった時間は18時間程度です

入金と同じ方法で出金をしようとしました

現在は処理済みになっています

This is the withdrawal request history

これが出金申請の履歴です

Dear tororon,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., michal.k@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello tororon,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Taptap Casino,

I'm reaching out to kindly request further clarification regarding the specific actions that led to the player being flagged for a breach of your rules. Please share any evidence you may have, including the complete game log of the player, that supports the claims of breaches of your terms and conditions for which the player is being held accountable. You can send the details to me at michal.k@casino.guru for an independent review.

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 tororon,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. 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. In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru