Casino Secret - Pelaajan tili suljetaan ja voitot takavarikoidaan.

Around the beginning of December, I received an offer for a 50% bonus up to $100, so I deposited $200 and played around.

My cash balance from playing slots and live casino reached about $2,700, so I requested a withdrawal.

For some reason, no money was withdrawn at all, and while I waited, on 12/31 the withdrawal was canceled, and on 1/1 I received an email stating that my account had been suspended indefinitely and my remaining balance had been confiscated.

I have been playing at this casino for over three years and have been playing regularly, having made a deposit and withdrawal using a similar offer the day before.

Also, these offers have been coming in periodically since around November, and I have been playing ever since, so I don't believe they're accusing me of fraudulent use of the bonus.

Please help us so that we can withdraw the funds.

12月頭頃に最大100ドルの50%ボーナスというオファーがきたので200ドル入金して遊びました。

キャッシュ部分でスロットとライブカジノで遊び残高が2700ドルほどになったので出金申請をしました。

何故か全く出金されず、待っていると12/31に出金キャンセル、1/1にアカウントの無期限停止と残高没収のメールが届きました。

こちらのカジノには三年以上前から登録して定期的に遊んでいて、前日にも同じようなオファーで入金し、出金もしていました。

また、このようなオファーは11月頃から定期的にきており、その時からずっとプレイしているのでボーナスの不正利用と言われても納得いきません。

出金できるようにご協力お願いします。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jiri6946,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

All identity verification has been completed.

Email forwarded

本人確認は全て完了しています。

メールを転送しました

Dear jiri6946,

Thank you for your response.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Have you engaged in sports betting as well?

Thank you very much in advance for your reply.

Best regards,

Attila

Is it possible that your family or someone using the same IP address has created an account at this casino?

No, there isn't.

Did you use a VPN or IP masking software to change your actual location when accessing the casino website?

Not used.

Have you ever participated in sports betting?

there is no.

あなたの家族や同じ IP アドレスを使用している誰かがこのカジノにアカウントを作成している可能性はありますか?

いいえ、ありません。

カジノのウェブサイトにアクセスする際に、実際の場所を変更するために VPN または IP マスキング ソフトウェアを使用しましたか?

使用していません。

あなたもスポーツ賭博に参加したことがありますか?

ありません。

Dear jiri6946,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear jiri6946,

I sincerely apologize for the inconvenience you are experiencing with your account being blocked. I will reach out to the casino promptly in order to address and resolve this issue as quickly as possible. Additionally, I would like to invite a representative from CasinoSecret to join this conversation so that we can work together to resolve your complaint.

Dear CasinoSecret,

Could you please provide clarity on the reasons behind the player's account being blocked? Additionally, it would be greatly appreciated if you could share any relevant evidence regarding this matter. You may either respond here or send the information to my email address at jana.k@casino.guru. Thank you very much for your assistance.

Kind regards,

Jana

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 Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana