CasinoSecret - Pelaajan tili suljettiin väitetyn palveluehtorikkomuksen vuoksi.

I have experienced an account closure at Casino Secret and am unable to withdraw my winnings.

I was unilaterally told that I violated the terms of service, which I do not recall doing.

I am requesting arbitration.

カジノシークレットでアカウント閉鎖になり勝利金も引き出せない状況になりました。

利用規約に違反していると一方的に言われ身に覚えのない内容でした。

仲裁をお願いいたします。

Hello jtwmT745,

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 if your account is already verified and if yes, since when exactly? How much real money balance do you have on your account? When was the last time you spoke to the casino and what was it about? What explanation did they provide.

Looking forward to your answer.

Regards,

Nick

The account was not yet verified.

Your balance will be $8113.

The last time I spoke to the casino was on 5/14.

The final part of the message stated that I had violated the terms and conditions, and I received an email stating that they could not provide any further assistance.

アカウントはまだ未認証でした。

残高は8113$になります。

最後にカジノと話をしたのは5/14。

最後の内容は規約違反について書かれており、一方的にこれ以上ご案内ができないとメールが来ました。

Hello jtwmT745,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I sent it, thank you.

送信しました、よろしくお願い致します。

Thank you jtwmT745 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jtwmT745,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite CasinoSecret to join the conversation.

Dear CasinoSecret,

Could you kindly provide details regarding the reason for the player's account being blocked? What specific violation of your rules is the player alleged to have committed?

If the information can't be shared publicly, please send it to 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.

Thank you, Michal. 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 for your partial cooperation. Sadly as I have informed you privately I will be forced to close this complaint as unresolved.

Dear jtwmT745,

I 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 (michal.k@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,

Michal

Casino Guru

Dear jtwmT745,

After reviewing all available information, we decided to revisit your case in light of new evidence from other complaints we have received recently. These cases have provided additional context and shed more light on the broader situation, prompting us to re-examine your complaint thoroughly.

Our findings indicate that the casino acted in accordance with its terms and conditions, which you agreed to upon registration. While the new evidence highlights potential issues in similar cases, it also strongly suggests that the casino’s system may have been intentionally exploited. Taking this into account, we are closing your complaint as unjustified.

Please know that we strive to evaluate cases as fairly as possible. If similar issues arise in the future, we will take into consideration all available evidence, including findings from past cases, to ensure our decisions reflect the full scope of the situation.

We appreciate your understanding and cooperation. If you have additional evidence or encounter issues with this or any other casino in the future, do not hesitate to contact us. Our team is here to assist you and work toward creating a fair and secure gambling environment.

If you remain dissatisfied with our decision, we recommend reaching out to the gambling authority regulating the casino for further assistance.

Thank you for trusting us with your concerns.

Best regards,

Michal

Casino.Guru

Complaint Resolution Center