Miki Casino - Player puzzled over deducted winnings.

On March 21, I withdrew 150,000 yen from my winnings of 200,000 yen and continued playing with the remaining 50,000 yen.

After that, I received some free spins and used them. After consuming the bonus from the spins, the balance, which was about 45,000 yen at the time, had dropped to 5,000 yen.

When I inquired about this,

I received a communication regarding your withdrawal request.

Because the amount of withdrawal exceeded the maximum amount available from the bonus you used, the excess amount (47259.50) has been deleted by the relevant department.

I'm wondering, does the balance that I had before I received the free spins also decrease?

Dear sanakun7108,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Miki Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were your winnings of 200,000 accumulated with the help of a bonus?
• Could you please share screenshots of the bonuses you redeemed in the casino recently?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello

We become indebted to.

When I contact a casino, I exchange emails, but no matter how many times I send them, they stop being delivered halfway through.

The conditions for withdrawing the bonus will be explained in this email.

I think normally there would be more interaction.

I don't think that's a very polite response.

Thank you very much, sanakun7108, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Why does the role change?

Hello, sanakun7108,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. The role was changed because Tomas is part of our First Response Team (communication with players and deciding if it makes sense to forward complaints to resolvers), and I am from the Complaint Team (communication with casinos, mediators between casinos and players).

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear Miki Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's disputed winnings been confiscated? If there was a real money balance before playing with a no-deposit bonus, as she claimed, why should bonus rules (max cashout) be applied to those funds?

Feel free to send the necessary evidence and applied rules to my email address (branislav.b@casino.guru). It would be highly appreciated if we could see the player's game logs and transaction/bonus history if it is not visible in her game logs.

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.

Dear sanakun7108,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Gaming Curaçao) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, and general information about the complaint process HERE. In case of any questions, 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.

The casino can reopen this complaint anytime. If that occurs, you will be notified via email.

Best regards,

Branislav, Casino.Guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Casino's additional info:

Dear CasinoGuru Team,

Thank you for bringing this matter to our attention. 

Upon checking our records, we can see that the customer claimed a free spin bonus, with a maximum withdrawal amount set at 151,366 JPY. 

As for the bonus terms and conditions, they are readily available upon claiming the bonus, including the maximum withdrawal amount, and the customer can always review them on our website under the "Claimed Bonuses" section after claiming the bonus.

According to our General Terms and Conditions, any amount exceeding the maximum withdrawal limit cannot be withdrawn.

The relevant excerpt from our Terms and Conditions 30.1.1. states:

"Upon meeting the wagering requirements, the bonus funds within the maximum withdrawal limit will be converted into real money but any amount exceeding the limit will be forfeited. "

Our records show that the customer made a deposit of 5,000 JPY on March 21, 2024, at 10:52:49. 

The customer played using the bonus, completed the wagering requirements, and subsequently reached and exceeded the maximum withdrawal balance.

On the same day, the 21st, upon reviewal of the account, we have adjusted the balance by deducting 47,259.50 JPY from the customer’s account and informed them of our Terms and Conditions and the maximum withdrawal balance.

On the same day, the customer requested a withdrawal of 150,000 JPY, and it was promptly processed by us at 16:24.

After the bonus winnings were removed, the remaining balance in the customer’s account was only 5,000 JPY, which was later fully used by the customer.

We hope this helps to clarify the situation and can consider this matter to be resolved. 

Please let us know if any other information is required.

Miki Team

Dear Miki Casino Team,

Thank you for getting back to us and for providing the additional clarification regarding this case — we appreciate your cooperation.

As we would like to review the matter thoroughly, could you please provide us with the player’s full game history, bonus history, and transaction history for the relevant period?

You may send the documents directly to me at:

petronela.k@casino.guru

This will allow us to carefully verify the sequence of events, including:

• the balance at the moment wagering requirements were completed,
• the exact moment the maximum withdrawal limit was applied,
• and the timeline of the 47,259.50 JPY deduction.

Additionally, please note that I have reopened this complaint and taken over the case, as Branislav is no longer part of the Complaint Resolution Center.

We look forward to receiving the requested documentation so we can proceed with a fair and well-informed assessment.

Thank you again for your cooperation.

Best regards,

Petronela

Dear CasinoGuru Team,

Thank you for getting back to us.

Following a further review of the matter in question we would like to inform you that we have since decided to refund the amount of 47,259.50 JPY that had previously been deducted in accordance with our Terms and Conditions.

We would like to confirm that the full amount has now been reinstated and is reflected in the user’s available balance.

With this we would like to consider this matter to be resolved.

Miki Team

Dear Miki Casino Team,

Thank you very much for your cooperation and for your decision to refund the deducted amount. It is truly appreciated.

Dear sanakun7108,

The casino has informed us that the amount of 47,259.50 JPY has now been reinstated to your available balance. Could you please confirm here in the complaint thread that the funds have been credited accordingly?

PS: Additionally, I would like to inform all involved parties that I will personally send an email notification to the player, as this complaint was originally closed in May 2024 and the player has not been active on our website since then. We want to ensure that he is properly informed about this update.

We look forward to the player’s confirmation so we can proceed accordingly.

Dear sanakun7108,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru