CasinoSecret - Dobici igrača se oduzimaju nakon greške u bonusu.

I was playing using a deposit bonus at Casino Secret, which had passed KYC and had a history of withdrawals, but suddenly they claimed that the bonus distribution was an error and confiscated all of my winnings, and only the deposit was refunded.

I don't really understand the casino company's claim that the bonus was an error, nor do I understand why they should have unilaterally subjected us to the detrimental punishment of having our bonuses confiscated due to an error, even though we were playing legitimately.

They also claim that the way they were treated suggests that if they had not won with the bonus, they would not have received a refund for their deposit, which they claim is also unfair.

Please arbitrate.

KYCも通っていて出金実績のあるカジノシークレットにて入金ボーナスを使用して遊んでましたが突然ボーナス配布はエラーであるという主張と共に勝利金全額没収され、入金分だけ返金されました。

カジノ会社のボーナスはエラーであるという主張もよくわかりませんし、そのエラーによってこちらは正当にプレイいるのに没収という不利益な処分を一方的に受ける理由もわかりません。

またボーナスで勝利していなければ入金分の返金もしていない可能性を示唆する対応をされており、それも不公正な対応であると主張します。

仲裁お願いします。

Dear azuazu5,

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

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

• Could you please share a screenshot or link or email with the bonus offer you accepted?
• Could you please share the communication with the casino in which they justify the confiscation of your winnings?
• Have you accepted bonus offers in the casino in the past?
• 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

There are no screenshots of the bonus details as we used what was displayed on the deposit screen on the site.

I have received and withdrawn bonuses from this casino in the past.

I have forwarded the email so please check it.

サイト内の入金画面に表示されていたものを使用したため、ボーナスの詳細のスクリーンショット等はありません。

過去にこちらのカジノのボーナスを受け取り、出金したこともあります。

メールを転送したので確認お願いします。

Thank you very much, azuazu5, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello azuazu5,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoSecret to join the conversation and participate in the resolution of this complaint.

Dear CasinoSecret,

Can you please provide more information about the error that has caused this bonus to be displayed as available to the player? When the bonuses are displayed at the point of making a deposit, is it clearly stated which deposits they should be claimed with, or is it merely shown as an available bonus?

Kind regards,

Adam

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.

Hello azuazu5,

I have now made contact with the casino via Skype and they are looking into the situation. I will therefore extend the timer while we wait for more information.

Kind regards,

Adam

Hello azuazu5,

This complaint is still being discussed with the casino via email, I will post further update shortly.

Kind regards,

Adam

Hi azuazu5,

Thank you for your contact.

You made first time deposit $250 on 2025-03-21 12:49:47UTC and received 1st deposit bonus $500 on 2025-03-21 12:49:47UTC without any issue. Then, you got 2nd deposit bonus and 3rd deposit bonus normally. Finally, when you made 4th deposit $250 on 2025-04-04 23:40:09UTC, you received $500 bonus as 1st deposit bonus in spite of 4th deposit due to system issue after platform migration.

Although we had system issue, we have sent and shown Welcome offer T&C on our site/email and it is mentioned "Each bonus can only be obtained once per person per deposit." So the bonus $500 released on 2025-04-04 23:40:09UTC was not valid and the winning is not valid as well. 

Welcome offer T&C: https://go.casinosecret.com/ja/promotions

We also mention General T&C3.9 "In the event that credits, winnings or other funds have been mistakenly credited to your Account, you must immediately report this to Niollo via email or chat. Any amounts credited in error will remain the property of Niollo without exception and you must immediately refund the said amounts from your Account to Niollo. If you withdraw any funds credited in error, you will be considered a liquidated debtor towards Niollo for the amount of the withdrawal, which must be repaid immediately. If any bets have been placed using credits, winnings or other funds credited in error, all such bets will be void." 

General T&C: https://go.casinosecret.com/ja/about/terms-and-conditions

Unfortunately, we cannot do any compensation for this case. As outlined in the T&Cs, players should verify the details of any bonuses they are unfamiliar with in advance—this is precisely what live support is for.

We strongly recommend that you refrain from using bonuses they do not fully understand.

Thank you for understanding.

Best regards,

Casinosecret

There was a system problem

However, we have no way of knowing whether this is a system problem or not, and this means that the responsibility for any system problems falls entirely on the players.

Also, in the event of a system problem, are cash refunds given to all players, regardless of whether they win or lose?

No clear answer has been given to that question either, so can you give a clear answer here?

Taking these points into consideration, the casino's claims cannot be accepted.

システムトラブルが発生しましたが

とありますが、こちらにはシステムトラブルかどうか分かりかねますし、これではシステムトラブルの責任が全てプレイヤーになります。

またシステムトラブルにおけるキャッシュ返還は勝ち負け問わず全プレイヤーにされていますか？

その問いにも明確な回答をされておりませんし、この場で明確な回答出せますか？

そういった点も踏まえてカジノの主張は認められません。

Hello all, many thanks for your responses.

Dear CasinoSecret,

We have discussed this case internally. While I understand that the bonus may have been granted to the player due to a technical error, if the player has wagered the bonus correctly in accordance with all other rules, there is no justification for confiscating the player's winnings.

If the bonus is shown to the player as available, it is easy to understand why the player would assume that is the case, especially as the bonus does not appear to be attributed to a specific deposit at the point it is offered. It is not feasible that a player would contact support to check if a bonus listed as 'available' is, in fact, available.

As mentioned, we would consider it unfair to confiscate the player's winnings on this occasion.

Kind regards,

Adam

Hi all,

Thank you for your reply.

We are currently discussing with the upper management whether any exceptional compensation can be provided, based on the player's claim and the decision from Casinoguru.

Please bear with us a little longer. Thank you.

Best regards,

Casinosecret

Thank you for the update, CasinoSecret.

I will extend the timer for an additional 7 days while we await further information.

Kind regards,

Adam

Hi all,

I hope you're doing well.

After an internal review, and considering the player's positive gameplay history, we have decided to make an exception and refund the full amount of USD 6250.20 to the account.

The refund has already been processed, so please check your account balance.

As previously mentioned, please ensure that you do not use any bonuses unless you are fully aware of their bonus credited reason and Terms & Conditions. If you are unsure about a bonus, kindly reach out to our player support for clarification and always review the Terms & Conditions before utilizing any bonuses.

We appreciate your continued support and look forward to serving you.

Best regards,

Casinosecret

Many thanks for your response, CasinoSecret, and for your understanding.

Dear azuazu5,

Can you please confirm when you have received the funds and the complaint can be considered resolved?

Kind regards,

Adam

The withdrawal was completed successfully.

Thank you for your cooperation.

無事に出金完了しました。

ご協力ありがとう御座いました。

Dear azuazu5,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process, and thank you also to CasinoSecret for their understanding and assistance.

We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Adam M