MiCasino - La cuenta del jugador ha sido bloqueada durante el retiro.

Good day Casino Guru, the casino blocked my account and did not refund my money. They responded very vaguely saying that they would not refund my money, arguing that I breached their terms and conditions. All I did was place bets and play at the casino. When I tried to withdraw, they blocked my account and told me they would not refund my money.

Buen día Casino Guru el día el Casino Bloqueo mi cuenta y no me rembolso mi dinero y me contesto de manera muy vaga diciendo que no me reembolsaría mi dinero arguméntando que incumplí sus términos y condiciones cuando lo único que hize fue apostar y jugar en el casino y cuando intente retirar me bloquearon la cuenta y me dijeron que no me reembolsarían mi dinero .

Dear ManuelEduardo,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Very good morning Thomas, yes of course.

I was a casino player for 2 days

On the 2nd day my account was blocked exactly on May 8

I found out about the blocking of my account when I tried to log in to my account and I couldn't. After that, the casino contacted me by email to inform me that my account was blocked.

I was playing live roulette games and sports betting

I did not get my balance with any Bonus I did not take any bonus from the casino all my balance is earned without the help of No Bonus.

Muy Buen día THomas si claro

Fui jugador del casino por 2 Días

En el 2 do día mi cuenta fue bloqueada exactamente el día 8 de mayo

Me enteré del bloqueo de mi cuenta cuando intenté entrar a mi cuenta y no pude después de ello por correo me contacto el casino para informarme que mi cuenta estaba bloqueada

Estuve Jugando en juego de ruleta en vivo y en apuestas deportivas

No conseguí mi saldo con ningún Bono yo no tomé ningún bono del casino todo mi saldo es ganado sin la ayuda de Ningún Bono .

Thank you very much, ManuelEduardo, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

OK thank you

Okey gracias

Hello, ManuelEduardo,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MiCasino team,

Could you please explain the player's situation in more detail? Why has his account been blocked/closed and the winnings confiscated? Can you be more specific regarding fraudulent/prohibited activity on his disputed account?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru). If the accusations relate solely to sports betting and breaching its rules, it would be enough to see some report of the user's bets/winnings sorted by game types and a simple explanation.

Dear Mr. Manuel Eduardo, after verifying with the relevant department, a response to your case has been issued via email. In this message you are notified that your account has been permanently blocked, along with a detailed statement of the reasons for this measure. I recommend that you carefully review the aforementioned email, since in it you will find all the relevant information about the procedure carried out. cape.

Estimado Sr. Manuel Eduardo, tras verificar con el departamento pertinente, se ha emitido una respuesta a su caso a través de correo electrónico. En dicho mensaje se le notifica que su cuenta ha sido bloqueada de forma permanente, junto con la exposición detallada de los motivos de esta medida.Le recomiendo revisar atentamente el mencionado correo, ya que en él encontrará toda la información relevante sobre el procedimiento llevado a cabo.

Thank you for your response, MiCasino team. I saw that email. Most of the email body shows only the copy+pasted rules from the casino's Terms and Conditions, and a breach was not specified in more detail. How did your post help us to understand the situation?

However, if I understood correctly, the casino mentioned sports betting and limitations imposed on the account. If that is correct - can you please look at my previous post once again and provide the requested?

If it suits you better, my email was there too.

Looking forward to hearing from you.

Hello!

These cases are resolved via the platform's chat and through this means we send the explanation.

However, we will issue the email to yours with the requested details.

¡Hola!

Estos casos son solucionados vía el chat de la plataforma y por dicho medio enviamos la explicación.

Sin embargo, emitiremos el correo electrónico al de usted con los detalles solicitados.

Great, thank you very much. I only hope you meant my email (branislav.b@casino.guru).

Feel free to inform us once the email is sent.

Looking forward to hearing from you.

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 Mr. Manuel Eduardo, after verifying with the corresponding department, a response to your case has been issued via email. This message notifies you that your account has been permanently blocked, along with a detailed statement of the reasons for this action. I recommend that you carefully review the aforementioned email, since in it you will find all the relevant information about the procedure carried out. layer.

If you have any other questions, please let me know

Estimado Sr. Manuel Eduardo, luego de verificar con el departamento correspondiente, se ha emitido respuesta a su caso vía correo electrónico. En este mensaje se le notifica que su cuenta ha sido bloqueada permanentemente, junto con una declaración detallada de los motivos de esta medida. Te recomiendo que revises atentamente el citado correo electrónico, ya que en él encontrarás toda la información relevante sobre el trámite realizado. capa.

Si tiene alguna otra duda, hágame saber

Dear ManuelEduardo,

Please forward the latest email communication between you and the casino to my email address (branislav.b@casino.guru).

Good Evening Everyone The Casino has not sent me any new email, I have checked the Spam folder and my inbox and I have not received any new email from you

Could you please clarify that My Casino?

Dear Branislav the Casino has not sent me any new email

latest

The email I received from my Casino was on May 13th where they blocked my account and did not refund my balance. I have not received any new email.

Could My Casino clarify that?

Muy Buenas Noches A todos El Casino no me ha enviado ningún Nuevo correo he revisado en la carpeta de Spam y en mi bandeja de entrada y no me ha llegado ningún nuevo correo de su parte

podrías por favor aclarar eso Mi Casino ?

Querido Branislav el Casino no me ha enviado Ningún nuevo correo

el ultimo

correo que recibí de parte de mi Casino fue el día 13 de mayo donde me bloquean mi cuenta y no me reembolsan mi Saldo no he recibido ningún nuevo correo

podrías Mi casino aclarar eso ?

Alright, as it is more than 2 weeks since I invited the casino to the thread, and we have not found out more than we knew before, let's do it differently now.

Dear MiCasino team,

I would like to repeat questions from my first post directed to you, and I will require your cooperation (all the relevant details/evidence that I asked for).

"Could you please explain the player's situation in more detail? Why has his account been blocked/closed and the winnings confiscated? Can you be more specific regarding fraudulent/prohibited activity on his disputed account?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru). If the accusations relate solely to sports betting and breaching its rules, it would be enough to see some report of the user's bets/winnings sorted by game types and a simple explanation."

Since the user can simply claim he has not received any further email, and the casino is the one that confiscated his winnings, it is up to the casino to provide us with the appropriate explanation/details/evidence supporting its claims and decision. In addition, as I could see (from the screenshot the player shared with us earlier), the casino only informed him about breached/applied rules, without further details. So, it would be highly appreciated if we could review the matter sufficiently on our side with all the relevant data. Until now, it has not been possible.

Please note if you are not able and willing to cooperate in resolving the matter, I will be forced to close the case as 'unresolved', which will decrease the casino's rating/"safety index" on casino.guru.

Thank you for understanding. Looking forward to hearing from you.

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 everyone, the casino is very unfair. I only played in the casino and it did not pay me without any explanation. Now this casino must give a lot of negative points because I only played in the casino and without any clear explanation it blocked me and did not pay me without explanation. some solid. I hope they give it the worst rating there is for that injustice.

Buenas a todos el casino es muy injusto Yo solo jugué en el casino y no me pago sin explicación alguna ahora a este casino deben darle muchos puntos negativos por que solo jugué en el casino y sin explicación clara alguna me bloqueo y no me pago sin explicación alguna sólida . Espero le den la peor calificación que hay por esa injusticia

Good morning Everyone, I want to announce that the casino never sent me emails or any response, which is a shame for the casino's reputation. Now my money is already lost but please casino guru in the face of this injustice that you are witnesses

Lower a lot of points and lower the rating so that people don't play here. Many people have had these problems with this casino. Maybe I will talk to a friend of mine who is a lawyer to see what I can do about this in my country Peru because this is a theft and a violation of the client. Mi Casino prepare for a class action lawsuit

Buen día A Todos quiero anunciar que el casino nunca me envió correos ni ninguna respuesta lo cual es una vergüenza para la reputación del casino . Ahora mi dinero ya se perdió pero por favor casino gurú ante esta injusticia que ustedes son testigos

bájenle muchos puntos y bájenle la calificación para que la gente no juegue aquí muchas personas han tenido estos problemas con este casino . Igual hablaré con un amigo mío es abogado para ver qué puedo hacer ante esto en mi país Peru por que esto es un robo y una Violacion al cliente . Mi Casino prepárate para una demanda colectiva

Dear ManuelEduardo,

I was in contact with the casino also outside the thread. Unfortunately, the casino cannot provide us with any details for its decision regarding your casino account. Therefore, since we have not received any relevant clarification or supporting evidence, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

If there is any progress with your issue or there is news from the regulator, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru