CasinoSecret - Player's account suspended and winnings confiscated.

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.

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.

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.

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.

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