Miki Casino - Player's winnings are confiscated unexpectedly.

On April 24th, I received a 100% bonus offer, so I deposited 75,000 yen. On May 8th, I met the wagering requirements, so I applied to withdraw my winnings plus the principal of 622,000 yen, but received an email stating that I had violated the terms and conditions, and all of my winnings were confiscated, and only the principal of 75,000 yen was returned to my account. Withdrawal of 75,000 yen on May 9th

When I asked about the violation of the terms and conditions by email, I was told that it was because I was using Double Up.

There is nothing explicitly stated in the terms and conditions that prohibits the use of double-ups, and I have contacted support to explain that if you bet for a long time, you will unintentionally end up with bets like double-ups, and I have requested that the confiscation of my winnings be rescinded, but I am told that this is "the decision of the department in charge" and that "a decision once made cannot be reversed," leaving me with no solution.

All I can think is that they made rules after the fact because they had a big win and are refusing to withdraw money as a violation of the terms and conditions. I would be grateful if you could help me somehow. Thank you in advance.

Dear sato5010,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide answers to the following questions?

• What specific terms and conditions did the casino cite when stating that you violated them?
• Can you share any details about the correspondence you had with customer support regarding your winnings? My email address is veronika.f@casino.guru.
• Could you please send me a screenshot or a link of the bonus you activated and played with? If possible, send me a screenshot of the Bonus Terms as well.

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronica,

Thank you for your reply. I will answer the following questions, so please respond.

・I received an email on 30.1.7 regarding the violation of the terms and conditions, and when I inquired about the specific violation, I was told it was "double up."

・We will email Veronica the details of our conversation with support and a screenshot of Miki Casino's Terms of Use 30.1.7 at a later date.

・Screenshots of the activated bonus will be sent to you if the history is available at Miki Casino.

Thank you for your time.

Have you sent me any emails yet? I have not received anything. Please double-check if you used the correct email address: veronika.f@casino.guru.

Thank you for your cooperation.

I have resent the email. Thank you in advance.

I have checked the Terms and Conditions and this is what I found:

Important notice, in order to protect from high-risk bonus wagering each bet should be less or equal to 20% of original amount of active bonus, if during wagering the bonus a players stakes a bet higher than 20% of original amount of active bonus then such bet will contribute only 20% of original amount of active bonus to wagering requirements.

This means that wagers exceeding 20 % of the bonus should still contribute toward wagering, but only partially. I did not find any provision stating that your winnings may be confiscated solely for breaching this 20 % contribution rule or using double-up features.

To move forward, could you please let me know whether you have already received your complete gaming history from the casino? If so, kindly forward it to me.

I have also not yet received any chat transcripts, emails, or screenshots of your communication with the casino’s customer-support team. These documents are essential for us to understand the casino’s position and advocate effectively on your behalf. Please email them to veronika.f@casino.guru at your earliest convenience.

- I have already checked with support about the 20% rule and received the answer that "there will be no penalty even if you bet more than 20% on this bonus."

・I can check my game history on the website, but I haven't received it again due to this issue.

・The screenshots and correspondence with support have already been sent here, and there are no error messages. I will send you a test email, so please let me know if you received it.

From Veronica If you can send us a blank email, we may be able to resolve your issue.

Thank you for your time.

Thank you very much, sato5010, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sato5010,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help somehow.

We would like to invite Miki Casino JP to join the conversation.

Dear Miki Casino JP,

Kindly provide us this the rules where it is explicitly mentioned that the "double-up feature" is not allowed. Additionally, even when the player used the "double-up feature", according to your own rules " when players stakes a bet higher than 20% of original amount of active bonus then such bet will contribute only 20% of original amount of active bonus to wagering requirements" the "double-up feature" in theory make no sense as this should not influence the actual bonus wagering requirements.

If I understand it correctly, it appears that the player has not obtained any undue advantage through the use of the 'double-up feature', making it seem unjust to cite this as a basis for seizing the player's winnings.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@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.

Dear sato5010,

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 their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Miki Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sato5010,

We have received the following message from the casino team:

Dear CasinoGuru Team,

Thank you for bringing this matter to our attention. 

Upon checking our records, we can see that the customer made a deposit of 75,000 JPY on April 24, 2025, at 14:09:43, and immediately claimed a 100% deposit bonus of 75,000 JPY, resulting in a total bonus amount of 150,000 JPY. This bonus carried a 20x wagering requirement. The customer can review the bonus details and related terms and conditions at any time on our website under the "Claimed Bonuses" section.

On May 8, 2025, at 04:12:25, the customer wagered the bonus, however upon investigation of the user's gameplay, we found that during the bonus play, the customer performed a total of nine double up actions between 15:27:18 and 15:30:05 on April 24, 2025. As stated in our General Terms and Conditions, this constitutes bonus abuse, which may result in all winnings being forfeited in such cases.The relevant excerpt from our General Terms and Conditions states:

"If a player places bets with minimal chance of winning in order to increase wagering volume while the potential return is minimal or zero, this is considered advantage play. In such cases, the bonus, winnings, and any cash used in the process will be immediately forfeited. Clear examples include placing bets on both black and red in roulette, betting on almost all table options, using loss tracking systems such as Martingale, or strategically manipulating bet amounts to complete bonus wagering. Other play styles with similar intent may also be considered abuse. Bets that are clearly intended to have minimal chance of winning while being high in value will be considered a violation of the bonus terms."

The customer's gameplay is considered to fall within the scope of advantageous play and as such is treated as a violation of the Terms and Conditions.

Subsequently, at 07:44:43 on May 9, 2025, the excess winnings of 547,693 JPY were deducted from the customer’s account due to a violation of the Terms and Conditions during the bonus play and the user was informed accordingly.

The customer instructed a withdrawal for 245,459 JPY, which included the refunded deposit and winnings from a separate deposit, which was promptly processed on the same day.

We hope this helps shine some light onto the matter in question. 

Miki Team

Can you please comment on that?

Dear sato5010,

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.

Dear Miki Casino,

I have received this response from the player:

Dear Miharu

I can't reply to the complaint thread so I'm replying here.

I have read the response from Miki Casino. Am I correct in understanding that the nine doublings that were pointed out as a violation of the terms of service were "using the Martingale system"?

I don't think the terms of use that were sent to you previously mentioned a prohibition on the use of the Martingale method.

And

Dear Miharu

What I want to assert is that

They would like to know the details of the "nine doubling-ups" that were deemed to be a violation of the terms and conditions.

From the excerpt of the terms and conditions you sent, it seems highly likely that you will be using a martingale.

① The current regulations have been changed from the April 2025 regulations, and as of April 2025, the "prohibition of the use of martingales" was not clearly stated.

② When I asked for an explanation of the violation of the rules, I was only told that "doubling up" was permitted, and there was no mention of the use of martingale.

Given this, one cannot help but suspect that this explanation is an after-the-fact explanation following a rule change.

Can you please address this?