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On 9/15, I played after depositing JPY100000, and as a result, I met all the wagering requirements and had a balance of JPY866500. During that time, I also submitted documents for identity verification and received a notification that my account was verified. Furthermore, in order to match the withdrawal method and the deposit method, I deposited JPY 10000 from ecopayz and cleared the wagering requirement (JPY 30000) for that deposit as well.

After that, I proceeded to withdraw and tried to withdraw to ecopayz, but all were rejected. The response from customer support is slow, and the response from Japanese support has already been unanswered for more than 5 days. I got a reply only once. At that time, the content was "Please reply to this email address (Bao Casino support address) instead of English support." However, the reason for refusal of withdrawal to ecopayz will not be disclosed. Also, the English support responded, but they said, "Since withdrawing this amount to ecopayz is risky, I would like to handle it by bank transfer." I gave my bank account information. However, it's already been two days without a reply to that email. Even if I inquire by chat, I am told that "I will reply by email", but I do not receive an email. Finally, I was unable to login to my account. Now I am asking about the reason on the chat, but they only say "I will reply by email" and I still don't know the reason. I'm having a hard time withdrawing my hard-earned winnings.

9/15、JPY100000入金後にプレイし、結果的に全ての賭け条件を満たしてJPY866500の残高になりました。その間、本人確認のための書類も提出し「アカウント認証されました」の通知を受け取りました。更に出金方法と入金方法を合わせるためにecopayzからJPY10000を入金しその入金についても出金のための賭け条件(JPY30000)をクリアしました。

その後出金に進み、ecopayzへの出金を試みましたが全て拒否されました。カスタマーサポートからの返答は遅く、既に日本語サポートからの返答は5日間以上返事がないままです。一度だけ返事がありました。その際「英語サポートではなく、こちらのメールアドレス(バオカジノのサポートアドレス)へ返信して下さい」といった内容でした。ですがecopayzへの出金拒否理由は開示されません。また、英語サポートは返答がありますが、「この額のecopayzへの出金はリスクが伴うため、銀行送金で対応したい」と言われました。私は自分の銀行口座情報を伝えました。ですがそのメールにも返事がないまま既に2日経ちました。チャットで問い合わせても、「メールで回答します」と言われますがメールは来ません。最終的に、私のアカウントにログインが出来なくなってしまいました。今はその理由についてチャットへも問い合わせていますが、「メールで回答します」としか言われず理由も何も分からないままです。せっかく得た勝利金を引き出せず、非常に困っています。

Dear mthimelb,

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 I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

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,

Kristina

Since receiving the email on 9/18 (Sunday) 00:02 (Japan time), I have not heard anything.

I got worried and contacted live chat several times, but I was told only "I will contact you by email soon" and there was no contact. Finally, at around 13:30 on 9/19 (Monday), I was unable to log in. Now, I am inquiring about why this situation happened, but I am told that "I will contact you by e-mail immediately". At 13:30 (Japan time) on September 19th (Monday), I was told that "Japanese support will contact you within 24 hours."

9/18(日)00:02(日本時間)のメールの受信から、何の連絡もないまま今に至ります。

不安になり、何度かライブチャットにも連絡しましたが「間もなくメールにて連絡します」としか言われず何の連絡もありません。そして遂に9/19(月)13:30頃にログイン出来なくなりました。今、何故このような状況になったか問い合わせていますが「すぐにメールで連絡します」と言われています。「日本語サポートからの連絡を24時間以内にします」と9/19(月)13:30(日本時間)で言われ、既にその時間を経過していますが何の連絡もないままです。

Mark

 Tue, 09/20/22 8:12 pm

 Mr. T*** M***

The winnings have been already refunded to your Bank Account.

The account is reopened! 

Wish you all the best!

Best regards,

Bao Casino Support Team

 m***@yahoo.co.jp

 Sat, 09/17/22 8:32 pm

 I guess,

5118987183

This is my account's Transit number

Thank you for your reply, mthimelb. Since it seems that your withdrawal is on its way to you, I can only recommend that you wait for a few more days. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I sent you a separate email, but all winnings have been credited to my bank account, excluding some fees. However, the account remains disabled. I have re-read the terms and conditions and it states that "The casino may transfer the player's winnings without prior notice and without a clear explanation of the reason. In addition, a transfer fee will be charged (Chapter 10). ", so I think it was probably that response this time. I have no idea why my account became unusable, but I got my winnings, so that's good. However, there was only one thing, "there was no reply from Japanese support". Even if the account becomes usable in the future, I don't think I will play here anymore. Thank you for your support anyway.

別途メールをお送りしましたが、私の銀行口座に一部手数料を除く全ての勝利金が入りました。ただしアカウントは使用不能のままです。規約を読み直しましたが、「カジノ側は事前の通知なく、また理由の明確な説明をせず、プレイヤーの勝利金を送金する事があります。また、送金には手数料がかかります(10章)」と記載がありましたのでおそらく今回はその対応だったと考えます。アカウント使用不能になった背景は全く分かりませんが、勝利金は手に出来たのでこれで良いです。ただし一つだけ、「日本語サポートからの返事が一切なかったこと」入金がない期間中のこの対応はかなり不安でした。もし仮に今後、アカウントが使用可能になっても、ここでプレイする事はもうないと思います。とにかくサポートいただき、ありがとうございました。

mthimelb, I would like to emphasize that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Since the casino paid out the remaining funds, we will now consider this case resolved. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.