The player from Peru faced account blocking and withholding of approximately S/.3450 after requesting a withdrawal of S/.2000 from MiCasino. After multiple requests for personal documentation and being informed of an irregular betting pattern without specifics, the player demanded full reimbursement of his funds. The Complaints Team, after reviewing the situation, concluded that there was insufficient insight to address issues related to sports betting, leading to the rejection of the complaint.
MiCasino - Player's account has been closed and winnings confiscated.
Amount: 3,450 S/.
MiCasino
Safety Index:Below averageSafety Index
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5.8
MiCasino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Good afternoon, I am requesting your assistance in resolving an unfair withholding of my funds amounting to approximately S/.3450 and the blocking of my account by the betting house "mi casino" under the legal name MCSN GROUP PERÚ S.A.C. This situation is clearly unjust and unreasonable. On November 1, 2024, after requesting a withdrawal of S/.2000, my account was blocked within hours. The live chat support refused to provide any reason, only stating that I would receive an email with instructions. They even requested personal information that they were unwilling to provide. On November 2, I received an email with several unusual requests, including photos of my ID, debit card, selfies with my debit card and ID, bank statements, and proof of address. Dissatisfied, mi casino rejected my documents and requested again on November 3 a video with my ID and debit card, restating my name, proof of address, and this time demanding a bank statement signed and stamped by the bank and a letter of introduction signed by the bank's representatives. This is clearly excessive. Nonetheless, I complied and sent the documents, only for mi casino to reject them again, requesting the bank statement and introduction letter in another format, which I provided on November 6. Despite this, they emailed hours later saying my account was blocked due to an 'irregular betting pattern', without detailing the so-called irregularities, simply adhering to their rules. This response is entirely arbitrary and subjective, as they can interpret anything as irregular to their advantage. I have been betting normally, sometimes winning, sometimes losing, at my own risk. They finally responded by offering to refund my last deposit, which is completely unjust. I replied, requesting the full payment, as I have complied in good faith with all their requirements without complaint. Therefore, I expected the withdrawal as appropriate. Should they fail to do so, I will publicly expose the issue and take legal action. Before taking any action against the betting house "mi casino", I request that you, as their representative, contact them to ensure they reimburse the total of my funds as is rightfully due.
Automatic translation:
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1 month ago
Dear leonlaw21,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
- Could you please confirm whether all your submitted identity documents were eventually approved by the casino?
- Was your account blocked only after your documents had been verified and approved?
- Could you kindly specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?
- Am I correct in understanding that the casino blocked your account due to a potential breach of the Terms and Conditions related to sports betting?
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
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1 month ago
Dear leonlaw21,
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.
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1 month ago
Translation
Good day, regarding your questions.
- All my documents were approved, including my identity documents. In the end, I lifted all the observations. In fact, I verified my identity as soon as I created my account at the bookmaker.
- Yes, my account was permanently blocked after completing all the verifications, however the restriction on access to my account occurred on November 2, 2024 after my request to withdraw 2,000 soles.
- Towards sports betting only
- Yes, only after completing all the documentation they told me that my account was blocked due to an alleged breach of their terms and conditions due to irregular betting behavior and other points that are not specified for my case.
Automatic translation:
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1 month ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
