The player from Peru had his account blocked by the casino while attempting to make a withdrawal. The casino accused the player of breaching the website's terms and conditions. Despite multiple requests, the casino failed to provide specific details or evidence supporting its claims. Consequently, the complaint was closed as unresolved.
MiCasino - Player's account has been blocked during withdrawal.
Black points: 135
Amount: $418
MiCasino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
Uncertain case, passive regulator
UNRESOLVED
Case summary
2 months ago
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4 months ago
Translation
Good day Casino Guru, the casino blocked my account and did not refund my money. They responded very vaguely saying that they would not refund my money, arguing that I breached their terms and conditions. All I did was place bets and play at the casino. When I tried to withdraw, they blocked my account and told me they would not refund my money.
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4 months ago
Dear ManuelEduardo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MiCasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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
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4 months ago
Translation
Very good morning Thomas, yes of course.
I was a casino player for 2 days
On the 2nd day my account was blocked exactly on May 8
I found out about the blocking of my account when I tried to log in to my account and I couldn't. After that, the casino contacted me by email to inform me that my account was blocked.
I was playing live roulette games and sports betting
I did not get my balance with any Bonus I did not take any bonus from the casino all my balance is earned without the help of No Bonus.
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3 months ago
Thank you very much, ManuelEduardo, 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.
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3 months ago
Hello, ManuelEduardo,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear MiCasino team,
Could you please explain the player's situation in more detail? Why has his account been blocked/closed and the winnings confiscated? Can you be more specific regarding fraudulent/prohibited activity on his disputed account?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru). If the accusations relate solely to sports betting and breaching its rules, it would be enough to see some report of the user's bets/winnings sorted by game types and a simple explanation.
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3 months ago
Translation
Dear Mr. Manuel Eduardo, after verifying with the relevant department, a response to your case has been issued via email. In this message you are notified that your account has been permanently blocked, along with a detailed statement of the reasons for this measure. I recommend that you carefully review the aforementioned email, since in it you will find all the relevant information about the procedure carried out. cape.
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3 months ago
Thank you for your response, MiCasino team. I saw that email. Most of the email body shows only the copy+pasted rules from the casino's Terms and Conditions, and a breach was not specified in more detail. How did your post help us to understand the situation?
However, if I understood correctly, the casino mentioned sports betting and limitations imposed on the account. If that is correct - can you please look at my previous post once again and provide the requested?
If it suits you better, my email was there too.
Looking forward to hearing from you.
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3 months ago
Translation
Hello!
These cases are resolved via the platform's chat and through this means we send the explanation.
However, we will issue the email to yours with the requested details.
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3 months ago
Great, thank you very much. I only hope you meant my email (branislav.b@casino.guru).
Feel free to inform us once the email is sent.
Looking forward to hearing from you.
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3 months ago
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.
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3 months ago
Translation
Dear Mr. Manuel Eduardo, after verifying with the corresponding department, a response to your case has been issued via email. This message notifies you that your account has been permanently blocked, along with a detailed statement of the reasons for this action. I recommend that you carefully review the aforementioned email, since in it you will find all the relevant information about the procedure carried out. layer.
If you have any other questions, please let me know
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3 months ago
Dear ManuelEduardo,
Please forward the latest email communication between you and the casino to my email address (branislav.b@casino.guru).
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3 months ago
Translation
Good Evening Everyone The Casino has not sent me any new email, I have checked the Spam folder and my inbox and I have not received any new email from you
Could you please clarify that My Casino?
Dear Branislav the Casino has not sent me any new email
latest
The email I received from my Casino was on May 13th where they blocked my account and did not refund my balance. I have not received any new email.
Could My Casino clarify that?
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3 months ago
Alright, as it is more than 2 weeks since I invited the casino to the thread, and we have not found out more than we knew before, let's do it differently now.
Dear MiCasino team,
I would like to repeat questions from my first post directed to you, and I will require your cooperation (all the relevant details/evidence that I asked for).
"Could you please explain the player's situation in more detail? Why has his account been blocked/closed and the winnings confiscated? Can you be more specific regarding fraudulent/prohibited activity on his disputed account?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru). If the accusations relate solely to sports betting and breaching its rules, it would be enough to see some report of the user's bets/winnings sorted by game types and a simple explanation."
Since the user can simply claim he has not received any further email, and the casino is the one that confiscated his winnings, it is up to the casino to provide us with the appropriate explanation/details/evidence supporting its claims and decision. In addition, as I could see (from the screenshot the player shared with us earlier), the casino only informed him about breached/applied rules, without further details. So, it would be highly appreciated if we could review the matter sufficiently on our side with all the relevant data. Until now, it has not been possible.
Please note if you are not able and willing to cooperate in resolving the matter, I will be forced to close the case as 'unresolved', which will decrease the casino's rating/"safety index" on casino.guru.
Thank you for understanding. Looking forward to hearing from you.
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2 months ago
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.
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2 months ago
Translation
Hello everyone, the casino is very unfair. I only played in the casino and it did not pay me without any explanation. Now this casino must give a lot of negative points because I only played in the casino and without any clear explanation it blocked me and did not pay me without explanation. some solid. I hope they give it the worst rating there is for that injustice.
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2 months ago
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Good morning Everyone, I want to announce that the casino never sent me emails or any response, which is a shame for the casino's reputation. Now my money is already lost but please casino guru in the face of this injustice that you are witnesses
Lower a lot of points and lower the rating so that people don't play here. Many people have had these problems with this casino. Maybe I will talk to a friend of mine who is a lawyer to see what I can do about this in my country Peru because this is a theft and a violation of the client. Mi Casino prepare for a class action lawsuit
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2 months ago
Dear ManuelEduardo,
I was in contact with the casino also outside the thread. Unfortunately, the casino cannot provide us with any details for its decision regarding your casino account. Therefore, since we have not received any relevant clarification or supporting evidence, 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 possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.
If there is any progress with your issue or there is news from the regulator, please let me know at branislav.b@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
