Casino Secret - Račun igrača je zatvoren, a sredstva konfiskovana.

In the past, my withdrawal was rejected by Casino Secret, but Casino Guru intervened and I was able to successfully withdraw the money.

Please check the past logs.

In other words, I have already submitted identification documents and have a withdrawal history.

This time, I received an email with a bonus offer on February 26th, so I claimed the bonus, played only on slots, and luckily decided to request a withdrawal.

After waiting three days, the withdrawal still hadn't been made, so I inquired and was asked to submit new identification documents.

It was a selfie with my driver's license, the name of the virtual currency, and my residence card.

After completing the verification of my residence card and the name of the virtual currency, only the selfie had to be resubmitted, so I submitted it anew.

The next day, my account was locked and confiscated.

I've got into another dispute with Casino Secret so I'd appreciate your help in mediating.

過去に一度カジノシークレットで出金拒否されまて、カジノグル様が仲裁に入っていただき、出金成功したことがあります。

過去のログを確認してください。そこに全てかいて

つまり本人確認書類は既に提出していますし、出金履歴あります。

今回２月26日にボーナスオファーのメールが来ていたのでボーナスを獲得し、スロットのみで遊び運良く出金申請することにました。

３日待っても出金されないので、問い合わせると新たな本人確認書類の提出依頼が来ました。

免許証付きのセルフィと仮想通貨の名義と住民票でした。

住民票と仮想通貨の名義確認完了された中で、セルフィだけが再提出になり新たに提出しました。

すると翌日にアカウントロックされ、没収されました。

またカジノシークレットと揉めることになったので仲裁よろしくお願い致します。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email with the bonus offer you activated and played with? My email address is veronika.f@casino.guru.
• Has the casino specified the reason why your account was blocked?
• Which slot games did you play while the bonus was active?
• Were all your documents successfully approved during the KYC verification before the casino blocked your account?

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

Could you please forward me the email with the bonus offer that I activated and played with? My email address is veronika.f@casino.guru is.

I forwarded it and also sent a screenshot just to be sure.

Did the casino specify why your account was blocked?

They didn't give any reason and I haven't heard from them for over three days.

What slot games did you play while the bonus was active?

We play a game called Dream of Gold, which is a popular game in Japan, and it is not a banned game.

Were all your documents successfully approved during KYC verification before the casino blocked your account?

All documents have been approved and I repeat, I have made several withdrawals. I have fought Casino Secrets with Casino Guru in the past and won. Please check my past correspondence.

有効化してプレイしたボーナスオファーのメールを私に転送していただけますか？私のメールアドレスはveronika.f@casino.guruです。

転送しましたし、念のためスクリーンショットも送りました。

カジノはあなたのアカウントがブロックされた理由を指定しましたか?

理由を書いていませんし、３日間以上連絡すらありません。

ボーナスが有効な間にどのスロットゲームをプレイしましたか?

dreamofgoldという日本ではメジャーなゲームをしています。またこれは禁止ゲームではありません。

カジノがあなたのアカウントをブロックする前に、KYC 検証中にすべての書類が正常に承認されましたか?

全ての書類が承認されていますし、繰り返しますが何度か出金しています。過去にカジノグルでカジノシークレットと闘争して勝ち取っています。過去のやり取りを確認してください。

Thank you for the email with the promotional offer.

Could you also forward me the email or any other communications you received from the casino after your account was closed?

I'm having trouble because I'm not getting any replies to my emails after the phone was locked.

I have also inquired about the reason for the account lockout, but have received no response whatsoever.

ロック後一切メールをしても返信が来ないので困っています。

またアカウントロックの理由も問い合わせていますが一切返ってきていません。

Dear azuazu5

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

I recently received a message from Casino Secret, so I forwarded the contents of that message to them via email.

Please confirm.

最近カジノシークレットから連絡が来たのでその内容をメールで転送しました。

確認お願い致します。

Hello azuazu5,

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 CasinoSecret to join the conversation.

Dear CasinoSecret,

Could you kindly provide details regarding the reason for the player's account being blocked? What specific violation of your rules is the player alleged to have committed?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Dear Casino Guru and azuazu5,

I hope this message finds you well.

This account has been closed as per Section 3.12, Section 5.4.4, Section 2.1.3 of Terms and Conditions.

Kind regards,

Complaints Team

Dear CasinoSecret,

Kindly provide me with the evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, to michal.k@casino.guru for an independent review.

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 azuazu5,

Despite my repeated requests, the casino have not provided the documentation needed for us to carry out an independent and thorough assessment.

As a result, we are currently unable to support the casino’s position, and the confiscation of your winnings appears Unjustified at this time. This lack of transparency from the casino does not align with the standards of fair practice we aim to uphold for both players and operators.

Given that the casino has not indicated any willingness to reassess their stance, and has instead upheld their original decision, we regret to inform you that we must move forward with categorizing this complaint as Unresolved – Insufficient evidence from the casino.

I understand this is not the outcome you were hoping for. However, unresolved complaints do impact the casino’s rating, which may encourage them to reconsider their approach. If the casino decides to cooperate and provide the necessary information, we will gladly reopen your complaint and inform you via email.

In the meantime, if you wish to pursue this matter further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru