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After making my initial deposit using cryptocurrency, I attempted to make a withdrawal and received a notification requesting that I use a bank transfer for the withdrawal.

However, considering the current legal situation in Japan, making withdrawals via bank transfer is not advisable. In fact, many players currently use cryptocurrency for both deposits and withdrawals.

Despite communicating this, they are insisting that I must use a bank transfer for my withdrawal.

This approach, in a casino targeting Japanese players, seems to be pushing some players to give up on withdrawing their funds.

初回入金を仮想通貨で実行した後、出金しようとしたところ「銀行振込での出金をしてほしい」との連絡をいただきました。

しかし、現在の日本の法事情を鑑みると、銀行振込による出金を行うことは得策ではありません。（実際、現在では非常に多くのプレイヤーが仮想通貨による入出金をしています。）

その旨を連絡しましたが、それでも銀行振込による出金をしてほしいとの一点張りです。

日本プレイヤーをターゲットにしたカジノでこのような手段をとり、一部のプレイヤーに出金をあきらめるように促していると捉えられます。

Hello makonagix,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoSecret. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Are there any available withdrawal methods other than bank transfer and crypto?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for your reply, I'm happy to work with Casino Guru to resolve this issue.

I will answer your questions.

The KYC verification for my account was accepted on May 4th of this year. I have just confirmed that the following email was sent on this date.

Thank you for using Casino Secret.

Thank you for submitting your identity verification documents. We are pleased to inform you that your account has been verified.

*Although your account has been verified, please note that we may ask you to provide additional documents when you request a withdrawal depending on your usage status.

The reason I started using Casino Secret in November was because I saw a promotional email from the casino, logged in and received a $200 bonus.

According to the casino's terms and conditions, you need to deposit at least $200 to use the $200 bonus, so I deposited with cryptocurrency, collected the bonus, and then submitted a withdrawal request when my total balance was $322.

If you refer to the LP of this site, you will see that there are various deposit and withdrawal methods available, as shown below.

As with deposits, we offer a wide range of withdrawal methods, including domestic bank transfers.

It is stated as follows:

https://www.casinosecret.com/ja/

When I complained about this by email, the Terms of Use B-38

When a withdrawal request is made, the Company may, if it deems appropriate, effect the withdrawal or a partial/full refund, or a refund of the amount of the deposit, by changing the payment instrument used to another payment instrument belonging to the User rather than the one used for the withdrawal request. (sic)

Based on this, they are adamant that withdrawals must be made via bank transfer.

This reply was sent at 0:58 Japan time today, and it does not seem that the casino has any intention of abandoning communication.

Usually, online casinos will instruct you to make withdrawals using the same method as you made your deposit, but it is unreasonable to force you to make a bank transfer regardless of the method of your deposit. We also believe that it is unfair to do so without any explanation for the rationale behind the phrase "when it is deemed appropriate" in the terms and conditions.

Currently, there are players in Japan who have their papers referred to prosecutors for using bank transfers.

https://www.itmedia.co.jp/news/spv/2411/27/news139.html

ご返信ありがとうございます。 Casino guru と共に問題解決に臨めることをありがたく思っています。

質問に回答します。

アカウントのKYC認証が受理されたのは今年の 5 月 4 日になります。 この日付に以下のようなメールが来ていたことを、いま確認しました。

カジノシークレットをご利用いただきありがとうございます。

ご本人様確認書類をご提出いただきありがとうございました。アカウントの認証が完了いたしましたのでご報告させていただきます。

*アカウント認証は完了いたしましたが、ご利用状況に応じて出金申請をいただいた際に追加書類のご提出をお願いする場合がございますのでご了承くださいませ。

11 月になってから私がカジノシークレットを利用したのは、本カジノからプロモーションのメールがきていることを確認し、ログインしたら $200 のボーナスがあったためです。

本カジノの規約上、 $200 のボーナスを利用するためには $200 以上を入金する必要があるため、私は仮想通貨で入金をしてボーナスを回収後、合計の残高が $322 となった時点で出金リクエストを送信しました。

当サイトの LP を参照すると、以下のように、多様な入出金方法を用意しているとともに、

出金方法も入金と同様、幅広くご用意しており、国内銀行送金も承っております。 (原文ママ)

との記載があります。

https://www.casinosecret.com/ja/

このことについてメールで抗議したところ、利用規約 B-38

当社は、出金のリクエストが行われた際、それが適切と見なされる場合、出金、または一部/全額返金、もしくは入金額と同額の返金を、リクエストが行われた支払手段ではなく、ユーザーに帰属する別の支払手段へと変更し行うことができます。 (原文ママ)

を根拠として、頑なに出金手段を銀行送金とすることを主張されています。

このような返信をされたのが日本時間で本日の 0:58 で、カジノ側が意思疎通を放棄しようという意図は感じられません。

通常、オンラインカジノにおいて、入金と同一の方法で出金するように通達されることはありますが、入金手段と無関係に銀行振込を強制されることが不合理であり、規約にあるような「それが適切と見なされる場合」という記述に関して、合理性の説明をすることなくそのようにされることが不当であると考えます。

現在、日本では実際に銀行送金を利用して書類送検を受けているプレイヤーが存在します。

https://www.itmedia.co.jp/news/spv/2411/27/news139.html

I exchanged emails with the casino and received a response, which I would like to share.

The reason we have changed the withdrawal method to bank transfer is as a result of careful review by our department as part of our enhanced security and customer confirmation process.

We operate in compliance with strict regulations based on a license issued by the Government of Curacao, and from the perspective of anti-money laundering (AML) measures, verifying the appropriateness of withdrawal methods is a very important procedure.

This is to ensure that your account and withdrawal destination match accurately, and to make future transactions safer and smoother.

As stated in our Terms of Use (B-38), we reserve the right to ask you to change your withdrawal method if the relevant department deems it appropriate.

For this withdrawal as well, we have determined that bank transfer is the most appropriate method from these perspectives.

We fully understand that this may cause inconvenience to our customers, but this is a measure to ensure safe and fair transactions.

We kindly ask for your understanding.

However, I don't think it's reasonable to force a bank transfer as part of identity verification, and if that's the case, why did I submit KYC?

メールでのやりとりで、カジノ側から返答がありましたので、共有します。

今回のご出金方法を銀行送金に変更させていただいた理由は、セキュリティ強化および顧客確認プロセスの一環として、担当部署が慎重に審査を行った結果でございます。

弊社はキュラソー政府発行のライセンスに基づき、厳格な規制を遵守しながら運営を行っており、特に、資金洗浄防止（AML）対策の観点からも、出金方法の適切性を確認することは非常に重要な手続きとなっております。

これにより、お客様のアカウントとご出金先が正確に一致しているかを確認し、今後の取引をより安全かつ円滑に行うことを目的としております。

当社の利用規約（B-38）にも記載されておりますように、出金方法は、担当部署が適切と判断した場合に変更をお願いすることがございます。

今回のご出金に関しても、こうした観点から銀行送金が適切と判断されました。

お客様のご不便に感じられる点については十分理解しておりますが、安全かつ適正な取引を確保するための措置でございます。

何卒ご理解賜りますようお願い申し上げます。

しかし、本人確認の一環として銀行振込を強制することは合理的ではないと考えます。 そんなことをするのなら、私が KYC を提出したのは何のためでしょうか。

Hello makonagix and thank you for all the information provided.

We believe that the casino should allow you to withdraw your balance through crypto, especially if you did deposit with it. They should be aware, as they accept players from Japan, that a withdrawal through bank transfer may cause some legal issues.

I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

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

I would now like to ask CasinoSecret for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

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 Curacao Gaming Control Board. The regulator states that it will not handle individual disputes between players and operators, but if you want to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) 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