CasinoSecret - Player's account and winnings confiscated without clear explanation.

I registered on this site on May 8th.

That day, I made a deposit and played. I lost the deposited amount, but won with the cashback amount. Ultimately, I believe I ended up winning around $8,640.

When I tried to log in again on May 12th to play once more, I found that I could not log in. I spoke with live support, who told me that my account had been closed based on an overall judgement.

However, the live support representative cited Terms and Conditions B6 and B12. But B6 is merely one-sided accusations.

I was accused of not verifying my account for about three days after registration. Since I normally have a job, and since I thought I needed to prepare address confirmation documents when I make a withdrawal, this seemed unfair.

Despite explaining this, Live Support continues to ignore me. They only respond with identical answers even when I provide details via email.

If they were to say there were errors in the information I registered, that would at least be somewhat understandable, but I cannot accept this sort of seizure.

Moreover, while they cited B12, they contradicted themselves by seizing the user's funds.

They first pointed out B12 and suggested that the money in the user's account will be refunded. But they subsequently added B6 as an afterthought.

It's a substantial sum of money, and even if my account cannot be reinstated, I want to recover the money only.

Could you perhaps assist me with this?

Hello Tajinote,

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

Could you please advise if the casino ever requested the verification from you? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent the two emails I received and my inquiry to live support.

Please let me know if there is anything else you need.

The last time I spoke to a casino was last night.

I think it was around 2000-2200 on May 12th.

We talked about how I couldn't log in and that my account had been closed, so I asked why.

Thank you Tajinote for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Tajinote,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear CasinoSecret team,

Could you please explain the player's situation in more detail? Why has his account been blocked/closed? Have the disputed winnings been confiscated? What steps should the player take to unblock the account, pass the KYC, and/or withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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 Branislav, the player has been informed that the account has been closed due to the violation of our general T&Cs. And our decision stands. We have reviewed the involved party and in good faith have decided to return their deposit. CasinoSecret is a licensed online casino, with no tolerance to any violation of T&C, including organized networks to abuse our offers. We always aim to provide the best, fair, and a secure game environment to our customers.

Dear CasinoSecret team,

Thank you for the explanation. Although it is very nice, it basically said nothing relevant to us, and since the casino confiscated his winnings, we would definitely need more details regarding the breach of the casino's Terms and Conditions - which exact rules were breached, and relevant evidence supporting your claims and the casino's decision. What exactly did the user commit/what unfair advantage did he gain by playing in such a way? What exactly does an "organized network" mean according to the casino?

Please note that without sufficient clarification and evidence, I will not be able to close the complaint in favour of the casino.

Thank you for your reply, Branislav.

Regarding your inquiry, the decision on the measures taken will be final and your account will not be reactivated.

Since the information exchanged will include personal information, if you require more details regarding any violations of the Terms of Use, we ask that you contact customer support via Tajinote.

This is a selfish request despite my inquiry being ignored.

I think that those who don't file complaints with the larger community like in this case are just putting up with it.

If I am committing fraud, why was my deposit returned?

You are inconsistent and your behavior is unacceptable.

There are a number of responses that I cannot accept.

The initial explanation was that it was confiscated due to delayed authentication, but this happened only a few days after I registered.

Consider the hassle of going to city hall to get your resident registration certificate.

It is dishonest not to inform users of this important guideline that not verifying for even a few days can lead to the closure of their account.

And you are the ones who offered B12. It is only natural that you should return the entire amount.

Thank you both for your replies.

Dear CasinoSecret Team,

Since the complainant has claimed from the beginning that the casino does not react to his emails or to his attempts to find out more regarding the account closure/winnings confiscation and we have no option to verify if the casino's CS replies to his messages or not (even if they did it), let's simplify it a bit and not unnecessarily drag it out.

The casino is the one who confiscated the player's winnings, so it is the one who should be able to substantiate such a decision with relevant clarification and evidence, which I requested from you approximately 3 weeks ago.

So, is the casino able and willing to cooperate and provide us with the requested or not?

Please note that 'unresolved' cases mean a decrease in the casino's rating/'safety index' on casino.guru.

Looking forward to hearing from you.

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 Tajinote,

I was discussing the matter with the casino representative outside the thread, and have requested relevant evidence to support their allegations. Unfortunately, as you can see above, after more than a month, I could not gather the necessary details. 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 is not 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.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru