Miki Casino - Player's balance disappeared.

My balance was suddenly wiped out at Miki Casino and they won't even provide a refund or compensation.

Dear syotomarcinho,

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

Based on the screenshot you provided the casino is different as indicated, and the complaint will be assigned to the correct casino when it's added to our database.

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

• Were you playing with a casino bonus when your balance was reduced?
• Have you contacted the casino about the issue? With what result?

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

I was playing with a bonus, but it was a free spin bonus of 150 times.

170,000 was deleted because the casino side said that when the free spins are over, the amount will be deleted if it is above the maximum amount.

Dear syotomarcinho,

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please let me know if the winnings were removed according to the rules of the bonus. Also, if there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I'll close the complaint.

I'll await your response.

All 160,000 deposited due to bonus rules have been deleted. However, the wagering requirement for 150 free spins was 5,500 yen, so I think it would be more than that if you played normally. I thought it was unfair no matter how I looked at it, so I contacted them.

I am afraid I don't understand your last comment and how it's related to the complaint. To prevent any misunderstanding, could you please respond to the following questions:

• How much have you deposited to the casino and what bonus was activated on your account?
• If you have a screenshot of the bonus promotion you activated, please share it in the complaint thread.

I deposited 160,000 yen to the casino.

The bonus is 150 free spins

Please send me your correspondence with the casino.

Please include your and the casino's responses. Send the information to my email at tomas@casino.guru

The casino contacted me and informed me the funds were returned to you. Could you please confirm this? May we consider the complaint as resolved?

I'll await your reply.

Dear syotomarcinho,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of syotomarcinho.

Message from the player:

I was refunded. It's solved

Dear syotomarcinho,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Miki Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru