The player from Japan had registered with Miracle Casino, deposited $700, and won a few slot games. However, his account had been suddenly frozen and his deposit and winnings had been confiscated without a clear explanation. The casino had mentioned potential fraudulent activity but was unable to provide more details. After the player's complaint, we had contacted the casino, and they had clarified that the player's account had been mistakenly identified as potentially fraudulent due to similar characteristics with money laundering and abuse groups. The casino had assured that the player's funds were safe and had requested more detailed identification information to unfreeze the account. Despite extending the response time, the player did not confirm if the issue had been resolved, or if they require any further assistance leading us to reject the complaint.
Miracle Casino - Player's winnings and deposit have been confiscated.
Amount: $6,500
Miracle Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I registered with Miracle Casino, which I discovered online, and after sending my ID Verification documents, I deposited $700 and played the slots. I won a few games. But as I continued to play a bit more, my account was frozen and I received an email stating that my deposit, along with my winnings, had been confiscated.
When I contacted the casino for an explanation, they simply stated that my account may have been used fraudulently and did not provide any further reasons for the account suspension.
I believe this confiscation is unfair and I would like an investigation to be conducted.
Hello huruhuru,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Miracle Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward the communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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.
I have sent you an email so please check it.
Thank you
Thank you huruhuru for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello huruhuru,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Miracle Casino to join the conversation.
Dear Miracle Casino,
Could you please clarify the reasons for closing the player's account? What alleged fraudulent activity did the player engage in? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru
Dear huruhuru,
I have received the following response from the Miracle Casino team.
Original Japanese text:
Thank you for contacting us.
This is Miracle Casino.
Regarding your inquiry,
When we checked the account with the username in question, we found that it shared characteristics with money laundering groups and abuse groups, and was therefore determined to be potentially subject to fraudulent use. As a result, the account in question was frozen in the system.
After manually checking the accounts once again by the administrative department, it was confirmed that although the accounts were in fact being used normally, they may have been considered to be members of the above group in the system and frozen.
The account in question is currently frozen, but the funds in the account have not been lost, so we have contacted the customer again to inform them that we can unfreeze the account if they can provide us with more detailed identification information.
Thank you very much for contacting us regarding this matter.
Thank you for your continued support.
English translation:
Thank you for contacting us.
We are Miracle Casino.
Regarding your inquiry,
We have reviewed the account with the username in question in our system and determined that it has characteristics in common with money laundering groups and abusers, and therefore, the account has been frozen in our system.
After a manual reconfirmation of the account by our administration department, we have confirmed that the account was in fact a normal account, but may have been frozen because it was considered to be part of the above-mentioned group.
We have again informed you that your account is currently frozen, but the funds in the account have not been lost, and if you can provide us with detailed identification information, we will be able to unfreeze your account.
Thank you for taking the time to contact us regarding this matter.
We look forward to working with you in the future.
And
Original Japanese text:
Thank you for contacting us.
Regarding the account unfreezing that I explained earlier,
We have already received information from the relevant department regarding the details of this case and how to unfreeze it.
Please rest assured that we have contacted you directly via your email address.
The information and documents required for unfreezing are the same as those required for KYC certification on this site.
If you are interested in learning more, please visit our Beginners Guide page.
https://miracle-miracle.com/beginner/about-kyc
Regarding your suggestion, we apologize, but as this email address is a customer support hotline, we are unfortunately unable to reply to your message.
Thank you again for contacting us.
I kindly thank you
English translation:
Thank you for contacting us.
Regarding the unfreezing of your account as explained to you earlier,
Our department has already contacted you directly to your e-mail address to explain the circumstances of this matter and how to unfreeze your account.
Please be assured that our department has already contacted you directly to your e-mail address with the details of the matter and the instructions on how to unfreeze your account.
The information and documents required to unfreeze your account are the same as those required for the KYC verification of this site.
If you are interested in more details, please refer to the Beginner's Guide page of this site.
https://miracle-miracle.com/beginner/about-kyc
We apologize that we are unable to respond to your suggestion, as this e-mail address is for customer support only.
Thank you again for contacting us.
If I understand it correctly the casino team should reach out to you to provide them with the requested documents. Once you provide all the documents I'm hopeful your account will be reactivated and you will be able to withdraw your winnings.
Dear huruhuru,
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.
Dear huruhuru,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
