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Account Information Clarification

When I created my account on Casino Guru, Japan was not available in the country selection list.

Therefore, I selected Canada in order to proceed with registration.

However, I am actually a Japanese resident located in Japan.

This selection was made solely due to system limitations and was not intended to misrepresent my identity.

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Complaint Details

I experienced a significant win while playing on 2UP Casino, initially reaching approximately JPY 180,000.

After that, I continued playing normally using my own balance and at my own discretion. During this process, I recall that my balance reached over JPY 300,000.

After reaching this amount, I stopped playing with the intention of withdrawing my funds. However, when I initiated the withdrawal process, I discovered for the first time that the withdrawable amount was only approximately JPY 30,000.

This significant discrepancy was not communicated or explained in advance, and I was not aware that any adjustment had been applied during or immediately after my gameplay.

Regardless of my recollection of the exact peak balance, the key issue is not the precise amount itself, but the lack of transparency surrounding the balance adjustment and the absence of verifiable records explaining how the final balance was determined.

This raises serious concerns regarding the transparency and integrity of the casino’s balance management system.

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Core Issue: Lack of Verifiable Records

The casino has failed to provide any concrete, data-based explanation supported by verifiable records.

Specifically, I have requested the following:

• Complete transaction logs

• Full betting history (My Bets)

• Detailed balance history

• All balance adjustment records with timestamps

• The exact calculation basis used

These records are essential to verify both the legitimacy of the balance I reached and the validity of any subsequent adjustment.

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Inconsistent and Contradictory Explanations

The explanations provided by the casino have been inconsistent and have changed multiple times.

At one point, the casino explicitly acknowledged that part of my balance had been:

• incorrectly flagged

• mistakenly confiscated

• applied in error

They further stated that the balance had been recalculated based on correct promotion terms and betting records.

However, no verifiable logs, calculation details, or supporting data have ever been provided to substantiate this claim.

The casino acknowledged a mistaken confiscation and claimed to have recalculated the balance, yet refuses to provide any logs or calculation basis to support that claim.

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Unexplained Adjustment Record

In my transaction history, there is a specific entry:

"Adjustment – Wagering Requirement Exceeded Deduction"

Amount: JPY 186,882.73

However:

• I did not receive or activate any bonus

• I had already completed the x1 wagering requirement

• No explanation has been provided regarding what requirement was exceeded

Despite explicitly requesting clarification, the casino has not provided:

• which bets were used

• how the requirement was calculated

• how the deduction amount was determined

This makes it impossible to verify the legitimacy of the adjustment.

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Failure to Provide Records

I have contacted the casino multiple times and submitted formal requests for disclosure.

Despite providing sufficient time and issuing a final notice with a clear deadline, no logs, records, or data-based explanations have been provided.

This lack of response and transparency raises serious concerns regarding whether the adjustment was conducted based on verifiable data at all.

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Position

This complaint is not based on assumptions or emotion.

It is a request for verification based on records that should exist within the casino’s system.

Until complete and verifiable documentation is provided, I consider this matter unresolved.

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Requested Resolution

I formally request that the casino provide:

• Full transaction logs

• Complete betting records (My Bets)

• Detailed balance history

• All adjustment-related records

• The exact calculation method used

• The specific Terms and Conditions applied

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Conclusion

If such records cannot be provided, it raises serious concerns about the integrity, accuracy, and transparency of the casino’s systems and operations.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise how much have you deposited in order to activate the bonus?

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

Attila

Hello,

I accidentally marked this complaint as "resolved."

However, the issue has NOT been resolved.

I would like to request that this complaint be reopened, as I still require a full explanation and supporting records from the casino.

Thank you for your understanding.

ーーーーーーーーーーーーーーーーーーーーーー

Hello Attila,

Before addressing your questions, I would first like to clarify a correction regarding the disputed amount:

In my initial submission, I entered approximately 3000 XRP as the disputed amount.

However, this was due to an incorrect currency conversion at the time of entry.

The disputed amount should be considered approximately JPY 300,000, which corresponds to around 1,400 XRP based on current exchange rates.

I would like to clarify that all balances and gameplay in this case were based on JPY, and the JPY value should be treated as the primary reference.

Thank you for your understanding.

Now, regarding your questions:

I would like to clearly clarify that I did not activate or use any bonus.

Before this incident, I contacted the casino support regarding wagering requirements, and I was explicitly informed that even without any bonus, only a standard x1 wagering requirement applies to deposits due to AML regulations.

Based on this information, I continued playing using only real money and completed the required wagering.

Despite this, a deduction of JPY 186,882.73 was later applied under "Adjustment – Wagering Requirement Exceeded Deduction."

This is exactly the core issue of my complaint.

There was no bonus, no bonus wagering requirement, and no explanation of how any "excess wagering" could have occurred.

Therefore, I kindly ask for clarification on how such a deduction could be applied without any bonus being involved.

Please let me know if you need any additional evidence, including chat records with the support team.

Best regards, 

[Redacted]

Dear Player, thank you for your response. Could you please attach a screenshot of your bonus history?

Thank you in advance for your reply.

Hello Attila,

Please find attached screenshots of my bonus history.

The gameplay related to this issue took place on January 10, 2026.

As shown, the only deposit bonus was received on December 29, 2025.

All other bonuses are small rewards such as rakeback, level-up, and weekly bonuses.

Best regards, 

[Redacted]

Dear KsK246r, thank you for your response. I have reviewed the attached bonus history, which indicates the use of the weekly bonus, level-up bonus, and rakeback bonus. Could there be a possibility that the restriction was applied in relation to one of these bonuses? Additionally, I would like to inquire if you have reached out to the casino's customer support via email to inquire about the reason for the cap on your winnings. If so, could you please share your correspondence?

Thank you in advance for your reply.

Response from 2up Casino via email

and

My response

2up

My res

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, Kubo (jakub.m@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,

Attila

Dear KsK246r,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 2UP Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 2UP Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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 Kubo,

Thank you for your patience while we completed our review.

After a detailed investigation of the player's account (Player ID: ksk1015), we confirm that the balance adjustment of JPY 186,882.73 was applied correctly and in accordance with the promotional Terms and Conditions that the player explicitly accepted.

Explicit Bonus Acceptance

Our records show that the player requested a 200% First-Time Deposit Bonus.

Before the bonus was credited, our support team provided a full explanation of the promotion, including:

• Bonus percentage and bonus amount;
• 35x wagering requirement;
• Eligible and restricted games;
• Applicable promotional rules; and
• Links to the full Terms and Conditions.

The player was instructed to reply with "I agree" if he wished to proceed.

The player replied:

"agree"

Only after receiving this confirmation was the bonus credited to the player's account.

Applicable Promotional Terms

The promotional terms also state:

"Max balance/withdrawal after successful completion of advance rollover is 3x of your deposit; any extra amount will be deducted and forfeited."

The player's qualifying deposit was JPY 91,994.14, meaning the maximum eligible withdrawal under the promotion was JPY 275,982.42.

Adjustment Explanation

The player's wallet displayed a combined balance consisting of:

• Deposit funds;
• Bonus funds;
• Winnings derived from both.

After wagering verification, the system removed the portion of the balance that was not eligible for withdrawal. This was recorded as:

Adjustment – Wagering Requirement Exceeded Deduction

Amount: JPY 186,882.73

This is a standard ledger entry used when restricted funds are removed after wagering completion and bonus validation.

Explanation Already Provided to the Player

Our support team also provided the player with a detailed written explanation and numerical breakdown of the final balance calculation. These communications were submitted by the player himself as part of this complaint.

Clarification Regarding Registration Country

The player stated that he selected Canada during registration because Japan was allegedly unavailable in the country selection list.

However, our records confirm that the account was registered using a Japanese IP address, and the player's location at the time of registration was clearly identified as Japan.

Accordingly, there was no system limitation preventing the player from registering accurately. The statement that Japan was unavailable in the registration form is inconsistent with our registration data.

While this point is not directly related to the balance adjustment, it raises concerns regarding the accuracy of the information provided by the player and further undermines the credibility of his claims.

Conclusion

The player explicitly accepted the bonus terms, including the wagering requirement and the maximum withdrawal cap. The balance adjustment was applied in accordance with those terms and based on the player's complete transaction and betting history.

The correct eligible balance has already been credited to the player's account, and no additional funds are due.

Please let us know if any further information is required.

Best regards,

2UP Casino Team

Dear Mr. Kubo,

Thank you for arranging communication with 2UP regarding this matter.

Before proceeding further, I would respectfully request that the representative participating on behalf of 2UP identify their name, position, and authority within the company.

Given that the operator’s explanation appears to have changed over time — including prior written acknowledgment that funds had been "mistakenly confiscated" and later statements asserting that the adjustment was correctly applied — I request clarification regarding the following points:

1. The contractual and factual basis for the balance adjustment.

2. The calculation method used for the claimed "qualifying deposit" amount of JPY 91,994.14.

3. Identification of the specific deposit transaction(s) relied upon for that calculation, including dates, amounts, and transaction status.

4. Clarification as to whether any bonus-derived funds, no-deposit bonus activity, cashback, rakeback, or other promotional credits were included in that figure.

5. Clarification regarding the continued applicability of the alleged First Deposit Bonus conditions after subsequent deposits and promotional activities.

6. Clarification regarding the rule stating that wagering requirements are considered completed once the wallet balance falls below USD 0.20 with no unsettled bets remaining.

Based on my understanding of the applicable rule, if the wallet balance fell below USD 0.20 with no unsettled bets remaining, the wagering requirement would be considered completed.

I therefore request clarification as to whether such an event occurred in my account history and, if so, why the alleged First Deposit Bonus restrictions were still considered applicable afterward.

7. The transaction logs, balance history, wagering records, and calculation records supporting the recalculation and adjustment.

For clarity, I do not recall ever making a single deposit remotely close to JPY 91,994.14, and I am currently unable to reconcile that figure with my actual deposit history.

Additionally, one fiat transaction shown in my account history from October 15, 2025, still appears as "Processing" rather than "Completed."

Furthermore, during a support conversation on December 29, 2025, after I asked whether I had ever made a deposit on the account, support replied:

"upon checking, there is no succeed transaction process on this account"

In light of this, I would appreciate clarification regarding whether the October 15, 2025 transaction was treated as a valid qualifying deposit.

8. Clarification regarding the stated "maximum withdrawable amount" of JPY 275,982.42.

According to the explanation provided by 2UP, the player’s qualifying deposit amount was allegedly JPY 91,994.14, resulting in a stated maximum withdrawable amount of JPY 275,982.42 under the promotion terms.

However, my understanding is that the actual amount ultimately withdrawn was significantly lower.

I would therefore appreciate a detailed explanation reconciling:

- the stated maximum withdrawable amount,

- the adjustment amount of JPY 186,882.73,

- the remaining balance after adjustment,

- and the actual amount ultimately paid out or withdrawn.

At present, I am unable to reconcile these figures based on the explanations provided so far.

As this matter has now reached a formal dispute stage, I believe transparency and a complete, internally consistent, and documented explanation are necessary for fair resolution.

I look forward to receiving 2UP’s formal response.

Sincerely,

KsK 

[redacted by Casino Guru]

Dear 2UP Casino,

Thank you for your response.

Since the player’s statements and the casino’s explanation differ, we would kindly ask you to provide evidence supporting your position.

Specifically, please provide the communication thread showing that the player explicitly accepted the offered bonus, as well as the full game log from the moment the bonus was claimed until the balance adjustment was applied.

This evidence is necessary for us to objectively verify whether the bonus was knowingly accepted by the player, whether the relevant bonus terms were properly applied, and whether the subsequent balance adjustment was justified based on the actual gameplay history.

You may send all relevant information to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

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.