CasinoSecret - Аккаунт игрока заблокирован, а выигрыши конфискованы.

On May 16, 2024, I registered via the official X (formerly Twitter) account URL. On the same day, after depositing funds, I played the slots and won money. I was instructed to verify my identity, after which I applied for a withdrawal. However, my withdrawal request was not accepted and my account was suspended. When I inquired about the reason via email, I was told that my account had been closed due to a violation of the Terms of Use B.61.4.5. I vehemently deny that I violated the said clause in the terms and assert that the confiscation of my winnings is unjustified. I would like to request a resolution to this issue.

2024/05/16にX（旧twitter）の公式アカウントのURLから登録を行いました。同日に入金後、スロットをプレイし、勝利金を得ました。本人確認を済ませるように案内されたため、本人確認を行った後に出金申請をしました。しかし、出金申請は認められないままアカウントを凍結されました。メールにて理由を尋ねたところ、利用規約B.61.4.5に違反したためアカウントを閉鎖したと回答されました。こちらは該当規約への違反は行っておらず、勝利金の没収は不当な理由だと言えます。この問題の解決を依頼したいです。

Hello py1ke2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoSacret. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did the verification begin? What exactly did you breach with the above mentioned term, did the casino specify it? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

On 05/12, I received an email from the casino informing me to verify my identity. After submitting the necessary documents, I received an email from the casino on 05/13 saying that the identity verification had been completed. I requested a withdrawal on 05/15, but on 05/16, I was no longer able to log in, so I contacted the casino and was told that my account had been closed for violating Terms of Use B.61.4.5 "Performing multiple similar (scenario-based) actions with multiple accounts." That was the last time I spoke to the casino.

05/12にカジノから本人確認するようにメールにて案内が来ました。書類の提出等を終え、05/13にカジノから本人確認が終了したとメールが来ました。05/15に出金申請を行いましたが、05/16にログイン出来なくなっていたので問い合わせたところ、カジノから利用規約B.61.4.5「多数のアカウントで複数の同様(シナリオ化された)の行為を行うこと」違反を理由にアカウント閉鎖を伝えられました。それがカジノと話した最後です。

Hello py1ke2,

Can you please advise if you ever did create an account in this casino in the past? Does anybody else from your household owns an account in the casino? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I have never created an account with this casino before. No one in my family has an account with the casino. I have forwarded all transactions to and from the casino.

過去にこのカジノでアカウントを作成したことはありません。家族の誰もカジノでアカウントは持っていません。カジノとの間のやり取りを転送しました。

Thank you py1ke2 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello py1ke2,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CasinoSecret representative to join this conversation and participate in resolving this complaint.

Dear CasinoSecret,

Could you please state why the player's account got suspended?

Thank you in advance for providing the information.

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.

Thank you, Stefan. We have informed the player that his account has been closed due to violation of our general terms and conditions. Our decision stands. We have investigated the parties involved and have decided to refund the deposit in good faith. CasinoSecret is a licensed online casino and does not tolerate any violation of our terms and conditions, including organized networks that abuse our offers. We always aim to provide our customers with the best, fair and safe gaming environment.

Dear CasinoSecret,

Thank you for your response and the information provided. Can you please state which rules the player violated? Could you provide us with some evidence?

I'll be awaiting your reply.

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.

Thank you for your reply, Stefan.

As the information exchanged will include personal information, if you require further details regarding any violation of the Terms of Use, we ask that you contact Customer Support.

Stefan様、お返事をいただきありがとうございます。

情報のやりとりは個人情報を含む内容となりますので、利用規約の違反内容に関して詳細が必要な場合、プレイヤーさまよりカスタマーサポートへお問い合わせいただきますようお願いいたします。

Dear py1ke2,

We have engaged in several discussions with the casino team regarding your situation and have requested substantial evidence to support their allegations. Unfortunately, my efforts have not yielded the necessary proof. While the information provided indicates that your account was among those flagged for bonus abuse and potential fraudulent activity, the lack of concrete evidence from the casino team prevents us from fully supporting the confiscation of your winnings. In our commitment to promoting a safe and equitable gambling environment for both players and casinos, any violations of terms must be adequately substantiated, which regrettably was not the case in this particular instance.

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 change the casino's approach. If the casino decides to resolve this case or provide the required evidence, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Stefan, Casino Guru

Dear py1ke2,

After reviewing all available information, we decided to revisit your case in light of new evidence from other complaints we have received recently. These cases have provided additional context and shed more light on the broader situation, prompting us to re-examine your complaint thoroughly.

Our findings indicate that the casino acted in accordance with its terms and conditions, which you agreed to upon registration. While the new evidence highlights potential issues in similar cases, it also strongly suggests that the casino’s system may have been intentionally exploited. Taking this into account, we are closing your complaint as unjustified.

Please know that we strive to evaluate cases as fairly as possible. If similar issues arise in the future, we will take into consideration all available evidence, including findings from past cases, to ensure our decisions reflect the full scope of the situation.

We appreciate your understanding and cooperation. If you have additional evidence or encounter issues with this or any other casino in the future, do not hesitate to contact us. Our team is here to assist you and work toward creating a fair and secure gambling environment.

If you remain dissatisfied with our decision, we recommend reaching out to the gambling authority regulating the casino for further assistance.

Thank you for trusting us with your concerns.

Best regards,

Stefan,

Casino.Guru Complaint Resolution Center