Miki Casino - Player puzzled over deducted winnings.

On March 21, I withdrew 150,000 yen from my winnings of 200,000 yen and continued playing with the remaining 50,000 yen.

After that, I received some free spins and used them. After consuming the bonus from the spins, the balance, which was about 45,000 yen at the time, had dropped to 5,000 yen.

When I inquired about this,

I received a communication regarding your withdrawal request.

Because the amount of withdrawal exceeded the maximum amount available from the bonus you used, the excess amount (47259.50) has been deleted by the relevant department.

I'm wondering, does the balance that I had before I received the free spins also decrease?

Dear sanakun7108,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Miki Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were your winnings of 200,000 accumulated with the help of a bonus?
• Could you please share screenshots of the bonuses you redeemed in the casino recently?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello

We become indebted to.

When I contact a casino, I exchange emails, but no matter how many times I send them, they stop being delivered halfway through.

The conditions for withdrawing the bonus will be explained in this email.

I think normally there would be more interaction.

I don't think that's a very polite response.

Thank you very much, sanakun7108, 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.  

Why does the role change?

Hello, sanakun7108,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. The role was changed because Tomas is part of our First Response Team (communication with players and deciding if it makes sense to forward complaints to resolvers), and I am from the Complaint Team (communication with casinos, mediators between casinos and players).

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Miki Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's disputed winnings been confiscated? If there was a real money balance before playing with a no-deposit bonus, as she claimed, why should bonus rules (max cashout) be applied to those funds?

Feel free to send the necessary evidence and applied rules to my email address (branislav.b@casino.guru). It would be highly appreciated if we could see the player's game logs and transaction/bonus history if it is not visible in her game logs.

Thank you in advance for providing the information.

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 sanakun7108,

Unfortunately, since we have not received any response from the casino regarding the issue, 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 option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Gaming Curaçao) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, and general information about the complaint process HERE. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. If that occurs, you will be notified via email.

Best regards,

Branislav, Casino.Guru