Casino Secret - Las ganancias de los jugadores son confiscadas debido a la violación de bonos.

Yesterday, I tried to withdraw $1,000 out of the $1,500 I won, but the withdrawal was canceled and the remaining balance was confiscated.

When I inquired at the customer center, I was told that it was a violation of the terms and conditions for using the bonus.

The rules listed a limit of $6.25 per game.

The game's bonus buy was $20, so the bonus was exceeded, but the bonus also came with 10 free spins, which can be considered as $2 per game.

Is there a lack of detail in the rules?

昨日1500ドルほどの勝利金のうち1000ドルを出金しようとしたところ出金キャンセルおよび残高没収となった。

カスタマーセンターに問い合わせをしたところボーナス使用の規約違反であるとの回答を得た。

規約には1ゲームあたり6.25ドルが制限として記載されていた。

ゲームのボーナスバイについて20ドルであったためそれを超えたとのことだがボーナスには10回転のフリースピンがついており1ゲームあたり換算2ドルととらえることもできる。

規約の記載不足ではないでしょうか。

Dear Master-Sky,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the terms and conditions of the bonus offer and found:

The maximum bet amount per bet using the Bonus is $6.25 for Slots/Scratch Cards and $25 for Table Games/Live Casino. If you place a bet exceeding this amount, the Bonus and all winnings associated with the Bonus will be forfeited.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

I'm not criticizing the maximum bed amount, but I think the terms and conditions were not clearly stated.

This time I played a slot machine that allows bonus buys. The bet is $0.20 and the bonus buy requires $20.

I was playing under the assumption that this was the maximum bet amount for this bet portion, but in fact the $20 bonus buy exceeded the maximum bet amount, so I was violating the rules.

Also, it was discovered during the withdrawal request that I was able to continue playing if I had not requested a withdrawal, which is also unfair.

In fact, I was able to withdraw $1,000 of the $1,500 and play for a few hours with the remaining balance.

最大ベッド額の設定について非難するものではなく、規約の記載が十分でなかったと思います。

今回プレイした際にボーナスバイができるスロットをしていました。賭け金は0.2ドルでボーナスバイに20ドル必要なスロットです。

私はこの賭け金部分の最大ベッド額と認識してプレイしていたところ実際はボーナスバイ20ドルが最大ベッド額を上回っていたので規約に引っかかっています。

また、今回出金申請に判明しましたが出金申請をしていなければプレイ続行できていたことも不公平です。

実際1500ドルのうち1000ドルを出金申請しその他の残高で数時間プレイできていました。

Other related links will be sent to you via email later.

その他関連するリンク資料については後ほどメールにて送付します。

Thank you very much, Master-Sky, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 Master-Sky,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Master-Sky

Thank you for contacting us.

After checking your play history, we found that you had purchased $20 worth of bonuses multiple times when using the bonus. The maximum bet amount per bet is $6.25, and any bets over $6.25 are considered a violation of the terms and conditions.

When purchasing a bonus, the number of free spins and their contents vary depending on the game machine, so expressing the amount as "per free spin" may cause confusion to players.

For this reason, we use the notation "Maximum bet amount per bet is $6.25".

Please understand that this $20 bonus purchase is considered a violation of the terms and conditions as it is treated as a single bet.

Welcome Offer Terms and Conditions: https://go.casinosecret.com/en/promotions

The maximum bet per bet using the Bonus is $6.25 for Slots/Scratch Cards and $25 for Table Games/Live Casino. If you place a bet exceeding this amount, the Bonus and all winnings associated with the Bonus will be forfeited.

In addition, your betting history and playing history will be reviewed after you have requested a withdrawal. Even if you have violated the terms of use before requesting a withdrawal, your play will not be interrupted.

If you have any questions regarding the use of your bonus, please contact our support team before using it.

Casino Secret

こんにちは、Master-Sky様

ご連絡ありがとうございます。

プレイ履歴を確認したところ、ボーナス利用時に複数回にわたり20ドルでボーナス購入をされていたことが判明しました。1ベットあたりの最大ベット可能額は6.25ドルまでとなり、6.25ドルを超える全てのベットが規約違反の対象となります。

ボーナス購入はゲーム機種によりフリースピンの回転数や内容が異なり、「フリースピン1回あたり」での表記はプレイヤーへ混乱を招く恐れがあります。

そのため、弊社では「1ベットあたりの最大ベット可能額6.25ドル」という表記を採用しております。

今回の20ドルのボーナス購入は、単一ベットとして扱われるため、規約違反と判断されておりますことご理解ください。

ウェルカムオファーの利用規約: https://go.casinosecret.com/ja/promotions

該当ボーナスを使用した1ベットあたりの最大ベット可能額は、スロット/スクラッチカードで6.25ドル、テーブルゲーム/ライブカジノでは25ドルとなります。この金額を上回ったベットを行った場合、該当ボーナスと該当ボーナスに関連する全ての勝利金は没収となります。

また、ベット履歴やプレイ内容の精査は出金申請後に行われます。出金申請前に規約違反があった場合でも、プレイが中断されることはありません。

ボーナス利用に関して、ご不明点がある場合はサポートチームにお問い合わせの上、ご利用いただきますようお願いいたします。

カジノシークレット

Dear Master-Sky,

I have reviewed the bonus terms and conditions, and indeed, it is clearly stated in the terms. In this case, I believe the casino is in the right.

Dear Master-Sky,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've got it

承知しました

Dear Master-Sky,

Thank you for confirmation, I am closing the complaint now.