CasinoSecret - ボーナスエラーが発生した場合、プレイヤーの賞金は没収されます。

I was playing using a deposit bonus at Casino Secret, which had passed KYC and had a history of withdrawals, but suddenly they claimed that the bonus distribution was an error and confiscated all of my winnings, and only the deposit was refunded.

I don't really understand the casino company's claim that the bonus was an error, nor do I understand why they should have unilaterally subjected us to the detrimental punishment of having our bonuses confiscated due to an error, even though we were playing legitimately.

They also claim that the way they were treated suggests that if they had not won with the bonus, they would not have received a refund for their deposit, which they claim is also unfair.

Please arbitrate.

KYCも通っていて出金実績のあるカジノシークレットにて入金ボーナスを使用して遊んでましたが突然ボーナス配布はエラーであるという主張と共に勝利金全額没収され、入金分だけ返金されました。

カジノ会社のボーナスはエラーであるという主張もよくわかりませんし、そのエラーによってこちらは正当にプレイいるのに没収という不利益な処分を一方的に受ける理由もわかりません。

またボーナスで勝利していなければ入金分の返金もしていない可能性を示唆する対応をされており、それも不公正な対応であると主張します。

仲裁お願いします。

Dear azuazu5,

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

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

• Could you please share a screenshot or link or email with the bonus offer you accepted?
• Could you please share the communication with the casino in which they justify the confiscation of your winnings?
• Have you accepted bonus offers in the casino in the past?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

There are no screenshots of the bonus details as we used what was displayed on the deposit screen on the site.

I have received and withdrawn bonuses from this casino in the past.

I have forwarded the email so please check it.

サイト内の入金画面に表示されていたものを使用したため、ボーナスの詳細のスクリーンショット等はありません。

過去にこちらのカジノのボーナスを受け取り、出金したこともあります。

メールを転送したので確認お願いします。

Thank you very much, azuazu5, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 azuazu5,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoSecret to join the conversation and participate in the resolution of this complaint.

Dear CasinoSecret,

Can you please provide more information about the error that has caused this bonus to be displayed as available to the player? When the bonuses are displayed at the point of making a deposit, is it clearly stated which deposits they should be claimed with, or is it merely shown as an available bonus?

Kind regards,

Adam