Miki Casino - Player's win is not recognized.

I experienced a win in Baccarat, but my game balance and progress towards the acquired bonus are being treated as a failure. I've contacted support, but their response is limited to stating that the relevant department is handling it, which makes the situation unclear.

Subsequently, only the game ID for this specific round was deleted from my game history.

The following is the game ID:

660ebf767053e9a087720583

Dear honaken,

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 make sure I understand your situation completely.

Has your bet been successfully deducted from your account balance or has it not been accepted by the casino at all?

Are you suggesting that you can see all the other game rounds in your gaming history, except for the round where you won?

Do I understand correctly that the casino is discussing the issue with the game provider? If you have any relevant communication between you and customer support, please forward it to me. My email address is veronika.l@casino.guru.

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

Good evening, Veronica

I sent you an email earlier.

Some of them answer below

Was your bet successfully deducted from your account balance or was it not accepted by the casino at all?

I will send a screenshot.

The game history on Evolution is clearly visible and bets are being accepted.

Are you saying that you can see all other game rounds in your game history except for the rounds you won?

Below is part of the response from support.

Please check your game history from your account profile > History > Games and click on the relevant game name to copy the round ID, which you can then send to this chat.

As of midnight on April 5th, the history for the game in question shows a win on Evolution, as shown in the screenshot, but the result on Miki Casino shows 0 yen.

May I understand that the casino is discussing this issue with the game provider? If there is any relevant correspondence between you and customer support, please forward it to me.

I just sent you an email. Please check it.

Could you please request the casino to send you your gaming history from the Baccarat session in Excel format and forward it to me? My email address is veronika.l@casino.guru.

Do you have any information on whether the casino discussed this issue with the game provider?

After that, support responded and my balance was returned.

Below is the response from support.

When using bonus money, the bet amount may be 20% or less of the bonus amount. If you make a bet that violates this rule, your winnings may not be reflected in the system.

For details, please see the General Terms and Conditions section [ 30.1.7 Bonuses and Bonus Money ].

Thank you for your assistance.

Thank you for the explanation. Our position about the maximum allowed bet is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Dear honaken,

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.