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The remaining balance that I cashed out on this casino site has been confiscated.

Although I have completed all of the KYC verifications, their KYC demands escalated, and they required me to answer a phone call at a specific time during the night.

I work a night shift job, and due to security concerns, there are times during my shift when I am not allowed to have my personal cell phone with me.

I explained this to them, but they rejected my explanations and refused to return the confiscated balance.

I would like your assistance with this matter.

こちらのカジノサイトで現金化された残高の没収がされました。

KYCの認証を一通り終えてたのですが、彼らのKYC要求がエスカレートしていき、特定の夜中に電話応答をするよう言われました。

私は夜間勤務の仕事についており、勤務時間中はセキュリティの観点から個人の携帯電話を持つことができない時間帯が存在してます。

彼らにそのことを説明したのですが、それらの要求を却下して没収した残高の返却をしてくれません。

こちらで助けていただきたいです。

Dear seijin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino confiscated your winnings because you couldn't answer the phone call?
• Could you please advise if you still have access to your casino account?
• Did you accumulate your winnings with or without an active 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,

Kristina

- Am I correct in understanding that the casino confiscated your winnings because you missed your phone call?

That is how I understand it.

Even though I had informed them of my special work situation a few days before the confiscation, they only accepted calls in the evening.

Can you tell me if I can still access my casino account?

I have access, but they have taken most of my balance and explained that if I withdraw money they will close my account.

-Have you won any money with or without an active bonus?

I won using the bonus

・あなたが電話に出られなかったためにカジノがあなたの賞金を没収したと理解してよろしいでしょうか?

私はそのように認識をしております

没収を食らう数日前に私の特殊な職業事情を相手側に伝えたにも関わらず、彼らは夕方以降の電話しか受け付けなかったのです

・カジノアカウントにまだアクセスできるかどうか教えていただけますか?

アクセスできています　残高の大部分を引かれて、出金をしたらアカウントを閉鎖するという説明を受けています

・有効なボーナスの有無にかかわらず、賞金を獲得しましたか?

ボーナスを使用して勝ちました

Thank you very much for your reply, seijin. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Submitted a transaction with Miki Casino

ミキカジノとのやり取りを提出しました

Thank you very much, seijin, for your cooperation. 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.  

Hello there,

Thank you seijin 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 for their help in resolving this complaint. We would like to know what we can do to help resolve this issue.

Thank 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.

I have tried to contact the 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 Curaçao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. 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