CasinoSecret - La cuenta del jugador ha sido cerrada por "juego con guión".

On May 15th, I received an email from the casino notifying me that my account had been closed due to a violation of their terms and conditions. The stated reason for closure was a violation of term B.61.4.5, but I do not have multiple accounts. The mention of "scripted play" is too ambiguous and impossible to avoid. I had been playing video slots with cashback and had a balance of approximately $10,400.

5月15日にカジノからメールにて利用規約規約違反につきアカウント閉鎖の連絡がきました。利用規約（B.61.4.5）が閉鎖理由とのことですが私は複数アカウントもっていませんし、シナリオ化したプレイという内容では曖昧すぎて避けようがないです。私はキャッシュバックをビデオスロットでプレイし10400$ほどの残高を保有していました

Hello osushitabetai,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoSecret. 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? Does anybody else from your household owns an account in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is currently closed and I can't log in. I haven't been able to log in since around May 12th, so I contacted Casino Secret support and received an email on May 15th saying that my account was closed.

現在アカウントは閉鎖されていましてログインできません。5月12日頃からログインできなくなっていたのでカジノシークレットサポートに問い合わせした結果5月15日に閉鎖のメールがきました

No one in my family plays at the casino

家族でそのカジノをプレイしている人はいません

Hello osushitabetai,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

nikolas.b@casino.guruI sent it to the other day, but did you receive it? I will send it again.

nikolas.b@casino.guruに先日送信しましたが届いてませんか？もう一度送信します

Thank you osushitabetai for all the information provided. As we will require further information from the casino, your complaint will be forwarded to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear osushitabetai,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CasinoSecret's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CasinoSecret,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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 osushitabetai,

I wanted to inform you that I have been contacted by the casino representative outside of this thread. We are currently reviewing your case, and I will keep you updated with any developments and conclusions.

Thank you for your continued patience.

Thank you, Kubo. We have informed the player that his account has been closed due to violation of our general terms and conditions. Our decision stands. We have investigated the parties involved and have decided to refund the deposit in good faith. CasinoSecret is a licensed online casino and does not tolerate any violation of our terms and conditions, including organized networks that abuse our offers. We always aim to provide our customers with the best, fair and safe gaming environment.

Dear CasinoSecret,

Thank you for your message. I have already replied to your DM and am currently awaiting your response.

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 osushitabetai,

I have reached out to the casino representative outside of this thread, but unfortunately, I received nothing more than unsubstantiated allegations without any supporting evidence. As a result, I must mark this complaint as unresolved due to the insufficient evidence provided by the casino. Regrettably, without their cooperation, there is little more that can be done.

I understand that this is not the outcome you were hoping for. However, the unresolved complaint will lead to a decrease in the casino’s rating, which may eventually encourage them to change their approach. If the casino chooses to respond in the future, we will promptly reopen the complaint and notify you via email.

In the meantime, I recommend contacting the Gaming Curaçao Licensing Authority and submitting a formal complaint. You can do this by sending a summary of your issue to complaints@gaming-curacao.com. The Gaming Authority has more resources and tools to assist players in situations like this.

For additional guidance on how to properly submit a complaint to the regulator, please visit: https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with submitting the complaint or if you receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I apologize that I could not offer more assistance in this matter.

Best regards,

Kubo

Dear osushitabetai,

After reviewing all available information, we decided to revisit your case in light of new evidence from other complaints we have received recently. These cases have provided additional context and shed more light on the broader situation, prompting us to re-examine your complaint thoroughly.

Our findings indicate that the casino acted in accordance with its terms and conditions, which you agreed to upon registration. While the new evidence highlights potential issues in similar cases, it also strongly suggests that the casino’s system may have been intentionally exploited. Taking this into account, we are closing your complaint as unjustified.

Please know that we strive to evaluate cases as fairly as possible. If similar issues arise in the future, we will take into consideration all available evidence, including findings from past cases, to ensure our decisions reflect the full scope of the situation.

We appreciate your understanding and cooperation. If you have additional evidence or encounter issues with this or any other casino in the future, do not hesitate to contact us. Our team is here to assist you and work toward creating a fair and secure gambling environment.

If you remain dissatisfied with our decision, we recommend reaching out to the gambling authority regulating the casino for further assistance.

Thank you for trusting us with your concerns.

Best Regards,

Kubo