CasinoSecret - Player's withdrawal method is restricted.

After making my initial deposit using cryptocurrency, I attempted to make a withdrawal and received a notification requesting that I use a bank transfer for the withdrawal.

However, considering the current legal situation in Japan, making withdrawals via bank transfer is not advisable. In fact, many players currently use cryptocurrency for both deposits and withdrawals.

Despite communicating this, they are insisting that I must use a bank transfer for my withdrawal.

This approach, in a casino targeting Japanese players, seems to be pushing some players to give up on withdrawing their funds.

Hello makonagix,

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 your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Are there any available withdrawal methods other than bank transfer and crypto?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for your reply, I'm happy to work with Casino Guru to resolve this issue.

I will answer your questions.

The KYC verification for my account was accepted on May 4th of this year. I have just confirmed that the following email was sent on this date.

Thank you for using Casino Secret.

Thank you for submitting your identity verification documents. We are pleased to inform you that your account has been verified.

*Although your account has been verified, please note that we may ask you to provide additional documents when you request a withdrawal depending on your usage status.

The reason I started using Casino Secret in November was because I saw a promotional email from the casino, logged in and received a $200 bonus.

According to the casino's terms and conditions, you need to deposit at least $200 to use the $200 bonus, so I deposited with cryptocurrency, collected the bonus, and then submitted a withdrawal request when my total balance was $322.

If you refer to the LP of this site, you will see that there are various deposit and withdrawal methods available, as shown below.

As with deposits, we offer a wide range of withdrawal methods, including domestic bank transfers.

It is stated as follows:

https://www.casinosecret.com/ja/

When I complained about this by email, the Terms of Use B-38

When a withdrawal request is made, the Company may, if it deems appropriate, effect the withdrawal or a partial/full refund, or a refund of the amount of the deposit, by changing the payment instrument used to another payment instrument belonging to the User rather than the one used for the withdrawal request. (sic)

Based on this, they are adamant that withdrawals must be made via bank transfer.

This reply was sent at 0:58 Japan time today, and it does not seem that the casino has any intention of abandoning communication.

Usually, online casinos will instruct you to make withdrawals using the same method as you made your deposit, but it is unreasonable to force you to make a bank transfer regardless of the method of your deposit. We also believe that it is unfair to do so without any explanation for the rationale behind the phrase "when it is deemed appropriate" in the terms and conditions.

Currently, there are players in Japan who have their papers referred to prosecutors for using bank transfers.

https://www.itmedia.co.jp/news/spv/2411/27/news139.html

I exchanged emails with the casino and received a response, which I would like to share.

The reason we have changed the withdrawal method to bank transfer is as a result of careful review by our department as part of our enhanced security and customer confirmation process.

We operate in compliance with strict regulations based on a license issued by the Government of Curacao, and from the perspective of anti-money laundering (AML) measures, verifying the appropriateness of withdrawal methods is a very important procedure.

This is to ensure that your account and withdrawal destination match accurately, and to make future transactions safer and smoother.

As stated in our Terms of Use (B-38), we reserve the right to ask you to change your withdrawal method if the relevant department deems it appropriate.

For this withdrawal as well, we have determined that bank transfer is the most appropriate method from these perspectives.

We fully understand that this may cause inconvenience to our customers, but this is a measure to ensure safe and fair transactions.

We kindly ask for your understanding.

However, I don't think it's reasonable to force a bank transfer as part of identity verification, and if that's the case, why did I submit KYC?

Hello makonagix and thank you for all the information provided.

We believe that the casino should allow you to withdraw your balance through crypto, especially if you did deposit with it. They should be aware, as they accept players from Japan, that a withdrawal through bank transfer may cause some legal issues.

I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you makonagix for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoSecret for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board. The regulator states that it will not handle individual disputes between players and operators, but if you want to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter