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Last night, I requested a withdrawal of 20,000 yen, but my account was suddenly closed, even though I still had about 10,000 yen in cash. I contacted customer support, but I haven't received a reply yet.

昨晩、日本円で2万円出金申請したが、いきなりアカウントが閉鎖され、キャッシュ残高も1万円程あるにも関わらず閉鎖された。カスタマーサポートに連絡したが返信がまだ来ない。

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Dear KENZOx888,

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.

• Did you pass the verification before you lost access to the account?
• Could you please let me know how long you were a player at the casino (date of registration) and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean