Miki Casino - 賞金の出金が遅延しています。

I won 285,000 NOK on Miki.com through gameplay. Shortly afterward, the casino removed the funds, claiming it was a "system error" and that the amount was incorrectly credited as part of a rakeback bonus. I have screenshots proving the winnings came from actual games, not a bonus. The casino refused to reinstate my winnings. I request assistance to get my winnings restored or a fair resolution.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello! Unfortunately, there are no changes.

Dear player, please request your game history from the casino in Excel format. Once you receive it, please forward the file to my email: dominika.l@casino.guru.

Additionally, it would be helpful if you could also provide a screenshot of your bonus history from your account.

Could you also please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear misssjul,

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.

Thank you very much for writing. I've also sent screenshots and a complaint to the email address you provided in your previous message. Thank you.

Dear player, could you please check if there is anything in your account game history that clearly shows how the winnings were credited to your account?

Hi! I sent you everything electronically mail 🌸

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thank you very much!

Hello there,

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

I would now like to ask Miki Casino NO for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what we can do to help resolve this issue.

Thank you!

Thank you very much! 🌸

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.

Thank you very much!

Dear misssjul,

I have tried to contact the Miki 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 Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) 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

We’ve reopened this complaint at the request of Miki Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino Guru team and Visitor,

Thank you for raising this matter.

Following our review, we identified a system malfunction that credited a rakeback/rebate bonus at 100× the intended amount. As a result, part of the player’s displayed balance derived from this malfunctioned bonus credit, which was then used for further gameplay.

To ensure accuracy and fairness, we recalculated the balance to separate returns from real-money play and from the malfunctioned bonus. The winning amounts derived from the latter have been re-adjusted in order to properly reflect the amounts that should have been available to the customer.

The player’s balance has been updated accordingly, and an additional 9,290 NOK has been credited to ensure the correct amount is reflected.

Kind regards,

The Miki Team

Thank you for the clarification Miki Casino representative. Would it be possible to provide me with a report of the malfunction from the game provider or the technical team? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hi Casino Guru team,

We would like to confirm that the requested documentation was sent to the provided email address last Thursday.

If it has not been received on your side, please inform us, and we will promptly resend the file or provide it in an alternative format.

Thank you, and please let us know if any further information is required.

Kind regards,

The Miki team

Thank you for providing me with the information Miki Casino representative.

Dear misssjul, The casino has conducted a thorough review of the situation and provided evidence indicating that the rakeback bonus was configured incorrectly. As a result of this configuration error, the winnings in question were awarded inappropriately. This matter has been carefully addressed by the casino, and in accordance with their policies, the affected winnings have been retracted. We understand this may be disappointing, and we appreciate your understanding in this matter.

Kind regards,

Peter