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I used the welcome bonus and tried to withdraw my funds once I met the wagering requirements, but they were entirely confiscated!

I was told I violated the terms of use, even though I didn't.

ウェルカムボーナスを使用してかけ条件かけ終わって出金しようと思ったら全額没収された！

利用規約には違反していないが違反したと言われた

Dear hirokann0525,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you encountered with the online casino.

To assist you further, could you please provide additional information regarding the welcome bonus you utilized?

• Specifically, do you have any documentation or screenshots of the terms and conditions associated with the welcome bonus?
• Additionally, can you clarify the actions you took once you met the wagering requirements?
• Did you attempt to initiate a withdrawal immediately after meeting the requirements, or did you encounter any specific error messages or notifications when attempting to withdraw your funds?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

Furthermore, if you have any relevant communication or correspondence with the casino regarding this matter, we encourage you to forward it to petronela.k@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,

Petronela

After playing baccarat

バカラでプレイした後

I bought free spins on Blood Suckers MegaWays and continued playing.

Blood Suckers MegaWaysの　フリースピンを購入して　プレイし続けた

Hi hirokann0525,

• Could you please request your full game history from the casino and forward it to petronela.k@casino.guru? It would help us greatly to understand what has happened while you were completing the bonus wagering.

Thank you.

After successfully going all-in twice in a row

I kept betting bonus buys for $600-1000.

2回連続オールインを成功させたあと

ボーナスbuyを　600-1000ドルで賭け続けた

Hi hirokann0525,

• Can you kindly provide the precise link to the promotional offer you activated?
• Did you find the bonus within your account, or was it sent to you via a promotional email?

Thank you.

account

https://ramenbet.com/welcomegifts

welcome bonus

アカウント

https://ramenbet.com/welcomegifts

ウェルカムボーナス

Hi hirokann0525,

I have checked the general bonus rules and this is what I found (here):

- A player making large bets (over 5 USD/EUR/NZD or equivalent in other currencies) to quickly increase the bonus balance and then sharply reducing the bet size without a visible reason and with a sufficient balance may be suspected of using a system that gives an advantage in the game and abusing the bonus. Each such case will be considered individually, and the casino administration may take the measures described below. The casino strongly disapproves of such gaming behavior.

You previously stated: "I kept betting bonus buys for $600-1000". Do I understand correctly that you placed greater bets than allowed while completing the bonus wagering?

Thank you.

Although it is not given as a condition for placing

I was told all in okay! !

かけ条件には付与されないけど

オールインオッケーって言われたよ！！

Terms and conditions may have changed slightly since I played.

私がプレイして時と若干　規約が変更されている可能性がある

Hi hirokann0525,

I understand that general bonus terms and conditions may have been updated since your last play. However, it's common in most online casinos to have restrictions on maximum bets while fulfilling bonus wagering requirements.

• Have you knowingly placed bets exceeding the limits outlined in the rules?

Thank you.

No! !

20% of the bonus is reflected in the wagering conditions.

There is no upper limit on pets! ! ! !

Free to hang

違うよ！！

かけ条件に反映されるのがボーナスの20%

掛けるのはペット上限ないよ！！！！

掛けるのは自由

I played in December

Do you think the terms and conditions will be changed around February or March? guess

私がプレイしたのは12月

規約変更は2、3月頃だと思う？推測

Hi hirokann0525,

If you believe that you didn't breach the maximum bet rule while completing the bonus wagering, please request and subsequently forward your game history to petronela.k@casino.guru at your earliest convenience.

Thank you.

sent

送った

Hi hirokann0525,

• I'm sorry but I haven't received any game history from you. Could you please try again?

Thank you.

After going all-in twice

I played the slot bonus game all the time.

オールイン２回のあと

スロットのボーナスゲームをずっとプレイした

Hi hirokann0525,

I have previously requested your complete game history twice, especially if you believe you did not violate the maximum bet rule. Please understand that a few screenshots may not capture all your bets made during the bonus wagering, and without the comprehensive game history, we are unable to provide assistance.

This is the final request to provide it. Otherwise, I will be compelled to reject your complaint.

Thank you for your assistance and understanding.

I sent you a video by email

I can't see the history of the blood slot!!

I contacted custom support

It may have been removed to hide the casino's secrets.

Chat history sent via email!!

メールで動画送ったけど

blood スロットの履歴見れない！！

カスタムサポートに問い合わせしたけれど

カジノ側が隠す為に消されてかもしれない

チャット履歴メールで送った！！

You can only see up to 4 months ago💦💦

４ヶ月前までしか見れないって💦💦

Hi hirokann0525,

• Could you kindly provide information on when the entire incident occurred? How long ago was it?

Thank you.

Exactly 4 months ago

After that, I exchanged about 10 emails of complaints.

丁度４ヶ月前

その後に10通前後クレームのメールのやり取りをした

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you hirokann0525 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ramenbet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

thank you

Help me from wrongful confiscation

ありがと

不正な没収から助けてください

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Hello hirokann0525,

This complaint has been reopened at the request of the casino.

I will be assisting you with this case moving forward, please do not hesitate to contact me if you have any questions, either here or via email (adam.m@casino.guru).

Dear Ramenbet Casino,

Please provide more information regarding why the player's winnings have been confiscated.

Kind regards,

Adam

Thank you for restarting

Please allow me to withdraw the full amount

再開ありがと

全額出金させて下さい

Dear hirokann0525,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Ramenbet Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will again be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Was this a contact from the casino?

From the casino side

Hello hirokann0525-san,

The complaint was reopened at the casino's request.

We are here to help you with this, so if you have any questions, feel free to contact us here or by email ( adam.m@casino.guru ).

Ramenbet Casino

Please provide more information as to why the player's winnings were confiscated.

Sincerely,

Adam

これはカジノ側からコンタクトの連絡があったの？？

カジノ側から

こんにちはhirokann0525さん、

この苦情はカジノ側の要請により再開されました。

今後、この件に関してお手伝いさせていただきますので、ご質問がございましたら、こちらまたはメールでお気軽にご連絡ください（ adam.m@casino.guru ）。

ラーメンベットカジノ様

プレイヤーの賞金が没収された理由について、詳しい情報を提供してください。

敬具、

アダム

Greetings! 

The player made a deposit of 2000 EUR and received a 100% bonus of 2000 EUR from the project.

• After receiving the bonus, the player started betting very large amounts (around 4000 EUR and 7800 EUR in Speed Baccarat), thereby rapidly increasing the balance in a low-volatility game.
• After a large win, the player immediately lowered the bet to 600 EUR (more than 10 times less) and switched to play the bonus in the game Blood Suckers MegaWays.
• As a result, the majority of the wagering was done in the game Blood Suckers MegaWays, but through the purchase of bonus games with an RTP of 97.68%.
• Immediately after completing the bonus wagering, the player stopped placing bets.

According to our investigation, the gameplay strategy followed by the user is described in clause 30.1.7 and is considered by the project as high-risk and aimed solely at gaining an advantage and abusing the bonuses issued by the project.

Moreover, this user triggered the automatic protection system designed to prevent unfair bonus wagering twice. However, the project administration accommodated the player, and the funds were manually restored to the client twice.

Considering the facts provided above, a decision has been made to exclude the player's account from the project's promotional policy and to restore the full amount of their deposit.

Sincerely,

Ramenbet

According to our investigations, the gameplay strategy followed by the User is described in clause 30.1.7 and is considered high risk by the Project, with the sole aim of gaining an advantage and exploiting the bonuses issued by the Project.

No matter how many times I asked support, I was told that the amount could be freely adjusted.

Also, the old terms of use did not include the provisions listed in 30, 1, and 7.

当社の調査によると、ユーザーが従うゲームプレイ戦略は条項 30.1.7 に記載されており、プロジェクトでは高リスクとみなされ、優位性を獲得し、プロジェクトが発行するボーナスを悪用することのみを目的としています。

サポートに何度も聞いても金額は自由に調整できると言われた

また　昔の利用規約には30、1、7に書かれているような規約は存在しなかった

Hello Ramenbet Casino,

The term in question is as follows:

"- A player making multiple different bets, each with minimal expected winnings, to achieve increased bet volume with minimal balance losses, will be suspected of bonus abuse and immediately excluded from current and future bonuses. One example of such a strategy may include betting on all numbers in roulette or simultaneously betting on red and black.

- A player making large bets (over 5 USD/EUR/NZD or equivalent in other currencies) to quickly increase the bonus balance and then sharply reducing the bet size without a visible reason and with a sufficient balance may be suspected of using a system that gives an advantage in the game and abusing the bonus. Each such case will be considered individually, and the casino administration may take the measures described below. The casino strongly disapproves of such gaming behavior.

- Combinations of the above-described gaming methods: any player using a strategy where they first make large bets in low contribution games and then switch to high contribution games and make smaller bets (smaller than the average bet in the previous low contribution game) will be instantly excluded from current and future bonuses and subjected to all measures described below."

We strongly disagree with these terms as a reason for confiscating winnings, and indeed we already apply a penalty to the casino's Safety Index for this. I have a couple of additional questions:

Has the player breached a maximum bet rule?

Is there a rule that states that the purchase of bonus games with an RTP of 97.68% is not allowed?

Kind regards,

Adam

There is no maximum bet limit

I told you before

I was told it was okay to buy bonuses too.

The rules were ok

最大掛け金は制限ないよ

前にも言ったけど

ボーナス購入もオッケーって言われたし

規約にも大丈夫だった

According to our investigations, the gameplay strategy followed by the User is described in clause 30.1.7 and is considered high risk by the Project, with the sole aim of gaining an advantage and exploiting the bonuses issued by the Project.

This wasn't in the rules when I played either.

当社の調査によると、ユーザーが従うゲームプレイ戦略は条項 30.1.7 に記載されており、プロジェクトでは高リスクとみなされ、優位性を獲得し、プロジェクトが発行するボーナスを悪用することのみを目的としています。

これも私がプレイした時は　規約になかった

Greetings, dear Adam!

There is no prohibition from the casino on purchasing the bonus feature within the game. Additionally, there are no restrictions on the maximum allowable bet when wagering a bonus.

We understand your position regarding the current rules and have been previously made aware of it. At the same time, as we have communicated, the project has the right to audit the user’s gaming session. Such behavior clearly indicates an abuse of the company’s bonus policy and an obvious strategy to gain an advantage when wagering the bonus.

We are fully confident that this case is not isolated from the player, and the gaming behavior was intentional.

Due to these facts, the winnings were deemed invalid in accordance with the existing rules, and the player was excluded from participating in further casino promotions. We also want to emphasize that the player's deposit amount was not affected.

Sincerely,  

Ramenbet.

Hello Ramenbet,

Thank you for your response.

While the gaming behavior may have been intentional, we think that players should be able to play in whatever way they wish, as long as they follow other bonus rules, such as maximum bet. Additionally, this rule is meant to deter bonus hunters, but it actually influences recreational players the most. These are the ones who are worried that they might lose their winnings, so they often decrease their bets after a win. True bonus hunters do not mind an increased variance. They focus mostly on their expected value, which is not affected by this betting pattern.

Instead of rules like these, casinos should focus on setting the wagering requirements, maximum bet, game contribution and other bonus rules in a way that makes it more difficult or even impossible for players to abuse their bonuses. These types of strategies are exactly the reason why limiting the maximum bet amount for bonus play has become standard in the industry (one of the ways to decrease profitability of a bonus is lowering the maximum allowed bet amount).

Consequently, I once more ask the casino to reconsider its decision to confiscate the player's winnings on this occasion. If the casino wishes to maintain its position, we will have no choice but to close the complaint as 'unresolved' in accordance with our policies on fair gambling.

Kind regards,

Adam

Adam

Thank you for all your support🙇

Sincerely thank

But you also have a wrong understanding of my actions.

アダムさん

たくさんの支援ありがと🙇

心から感謝します

しかし　あなたも私の行動を間違った認識をしています

While the gaming behaviour may have been deliberate, we believe players should be able to play however they like as long as they follow other bonus rules such as the maximum bet.

As you know, I always check with a live support agent before making any changes to my behavior.

This time too, I checked it 3 or 4 times and was told there was no problem, so I played.

I play after making sure that going all-in on baccarat and then buying a slot machine bonus of $600 is okay (not a violation of the rules).

According to our investigations, the gameplay strategy followed by the User is described in clause 30.1.7 and is considered high risk by the Project and has the sole purpose of gaining an advantage and exploiting the bonuses issued by the Project.

Also, this rule did not even exist when the casino first opened!!

So I played without thinking I would have to save my interactions with online supporters!!

Because the rules didn't even exist! When I was playing

ゲームの行動は意図的なものだったかもしれませんが、最大ベットなどの他のボーナス ルールに従う限り、プレイヤーは好きなようにプレイできるべきだと私たちは考えています。

あなたもご存知の通り　私は必ず行動を変える時ライブサポートエージェントに確認をいれます

今回も3、4回確認をして問題ない言われたのでプレーしました

バカラのオールイン→スロットのボーナス購入600ドルは問題ない(規約違反ではない)という事を確認してからプレイしています

当社の調査によると、ユーザーが従うゲームプレイ戦略は条項 30.1.7 に記載されており、プロジェクトでは高リスクとみなされ、優位性を獲得し、プロジェクトが発行するボーナスを悪用することのみを目的としています。

またこの規約自体　カジノがオープンしてからすぐだったため　この規約自体存在しなかった！！

だから私は　オンラインサポーターとのやりとりを保存しなくてもいいと思い　プレーした！！

なぜなら規約自体　存在していなかったため！私が　プレイしてた時は

Therefore, I once again ask the casino to reconsider its decision to confiscate the player's winnings at this time. If the casino wishes to maintain its position, it has no choice but to follow our fair gambling policy and close the complaint as "open".

Even if it is our policy, it is because we are violating the rules.

I want to withdraw the full amount

したがって、私はカジノに対し、今回プレイヤーの賞金を没収するという決定を再考するよう再度要請します。カジノがその立場を維持したいのであれば、公正なギャンブルに関する当社の方針に従い、苦情を「未解決」として終了する以外に選択肢はありません。

当社の方針であっても　当社がルール違反のため

全額　出金　求めます

Dear Casino Guru Team,

We appreciate your efforts in resolving this matter. However, the casino administration has made a final decision, which is not subject to review.

We would like to reiterate that despite several accommodations made for the player, our security department considers the player's gaming behavior to be highly malicious and aimed at abusing the project’s bonuses. We also have internal information that supports this intent.

Additionally, we want to emphasize that the deposit amount (i.e., the player’s actual funds) was not affected despite the bets made during the game. Therefore, the issue concerns only the winnings, which were annulled according to our rules.

As you know, we continuously work towards improving our existing rules. However, this does not imply resolving such cases in favor of the player when the bets are made with the intention of exploitation.

Thank you for your cooperation and understanding.

Sincerely,

Ramenbet

Dear hirokann0525,

As it appears that the casino wishes to maintain its position on this matter, we have no choice but to close the case as unresolved. This will have a negative effect on the Safety Index of the Casino.

If you haven't done so already, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them.I am sorry that we could not be of more help on this occasion.

Kind regards,

Adam