MiCasino - Conta do jogador bloqueada após depósito.

I deposited money into my account, a significant amount ($1,000,000 CLP), and shortly afterward my account was blocked for no apparent reason. My inquiries are not being responded to, and the casino's chat feature only instructs me to wait for responses via email, which arrive every day. They request information that I send immediately, yet I still receive no response. The money in the account is from a deposit, not winnings, and was transferred from an account that I own.

Deposite dinero en mi cuenta, una cantidad no menor ($1.000.000 CLP) Y al rato bloquearon mi cuenta sin ninguna razon, no contestan mis solicitudes, el chat del casino solo me dice que espere respuestas via mail, que llegan cada 1 dia, me solicitan informacion que mando al instante y aun asi no tengo respuesta, el dinero de la cuenta es de deposito, no de ganancia, fue depositado con una cuenta de mi propiedad

Dear Antiyuta,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Which documents did the casino request from you and when did you provide them to the casino?
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been a micasino user for approximately 8 months, I had deposited before without problems, I found out while playing on the platform that the account was blocked, my session was closed and later I could not enter (about 5 minutes after the deposit) they asked me to credit my identity and the bank accounts with which I made deposits, I sent all the requested documents and I still have not found a response.

Soy usuario hace aproximadamente 8 meses de micasino, habia depositado antes sin problemas, me entere jugando en la plataforma sobre el bloqueo de la cuenta, se cerro mi sesion y ya despues no pude entrar ( unos 5 minutos despues del deposito ) me solicitaron acreditar mi identidad y las cuentas bancarias con las cuales realize depositos, envie todos los documentos solicitados y aun no encuentro respuesta.

Please share your communication with the casino regarding the issue to my email at tomas@casino.guru

Dear Antiyuta,

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.

Hello, still no response from the casino, they go around and around, now they tell me that there is a claim from my bank, I imagine that the claim is one that I myself made against them, I reported them to my bank for fraud, But I still don't have any answers about my money.

Hola, aun ninguna respuesta del casino, se dan vueltas y vueltas, ahora me dicen que hay un reclamo de mi entidad bancaria, me imagino que el reclamo es uno que yo mismo realize en contra de ellos, los denuncie en mi banco por estafa, pero aun no tengo ninguna respuesta sobre mi dinero.

Could you please share proof of deposit made to the casino? Send it to my email at tomas@casino.guru

Sent!...

Now according to them my account was blocked for being on the black list, the illogical part of all this is that the platform let me deposit without problems, there it was in black.... not to deposit, to occupy it, ridiculous...

Enviados !...

Ahora segun ellos mi cuenta fue bloqueada por estar en black list, lo ilogico de todo esto que la plataforma me dejo depositar sin problemas, ahi estaba en black.... para depositar no, para ocuparla, ridiculo...

Thank you very much, Antiyuta, 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.  

Hello there,

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

I would now like to ask MiCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

I can send you the email where, according to them, is the explanation of the blocking of the account. What I need them to answer is what happens to the deposited funds. Should I not be allowed to deposit if I am on the black list? What email do I forward the email to?

te puedo enviar el correo donde segun ellos esta la explicacion del bloqueo de la cuenta, lo que yo necesito que me respondan es que pasa con los fondos depositados, no deberia permitirme depositar si estoy en black list, a que mail les reenvio el correo?

Dear Antiyuta, you can forward any information to my email (peter.c@casino.guru) I would appreciate it if we could keep any communication about the case strictly to this forum and only use my email for any additional information that could help the case. Thank you in advance!

Dear Mr. Antiyuta, After checking with the relevant department, a response to your case has been issued via email.

This message notifies you that your account has been permanently blocked, along with a detailed explanation of the reasons for this measure.

I recommend that you carefully review the aforementioned email, since in it you will find all the relevant information about the procedure carried out.

Stay tuned.

Estimado Sr. Antiyuta, tras verificar con el departamento pertinente, se ha emitido una respuesta a su caso a través de correo electrónico.

En dicho mensaje se le notifica que su cuenta ha sido bloqueada de forma permanente, junto con la exposición detallada de los motivos de esta medida.

Le recomiendo revisar atentamente el mencionado correo, ya que en él encontrará toda la información relevante sobre el procedimiento llevado a cabo.

Quedo atento.

Good morning, yes, there is such an email and the information that you tell me, but the issue is my deposited balance, since if I was on the black list (it is the reason for the blockage) I should not have been allowed to deposit the platform, I do not ask recover the account, I ask that my balance be returned to me, since it was deposited legally. Please, I would like us to address the issue of the balance and not the account.

Buenos dias, si, existe tal mail y la informacion que ud me relata, pero el tema es mi saldo depositado, ya que si estaba en black list (es la razon del bloqueo) no tendria que haberme permitido depositar la plataforma, yo no pido recuperar la cuenta, pido que se me haga la devolucion de mi saldo, ya que fue depositado de forma legal. porfavor me gustaria que abordaramos el tema del saldo y no de la cuenta.

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.

This user was detected by the monitoring and control department for having an irregular pattern of deposits and plays, for which his account was blocked while the KYC process was carried out. During the pertinent review, it was validated that it is on a blacklist for reasons of possible fraud in several of our payment providers, which not only violates our terms and conditions but also represents a financial and reputational risk to the company, which is why it is determined the definitive blocking of its user.

Este usuario fue detectado por el departamento de monitoreo y control por tener un patrón irregular de depósitos y jugadas, por lo cual su cuenta fue bloqueada mientras se realizaba el proceso de KYC. Durante la revisión pertinente se validó que el mismo se encuentra en blacklist por razones de posible fraude en varios de nuestros proveedores de pago lo que no solo incumple nuestros términos y condiciones sino que representa un riesgo financiero y reputacional a la empresa, por lo que se determinó el bloqueo definitivo a su usuario.

Good morning, I would like to know what these irregular deposits are, since in conversations with the 3 banking entities that I used to make deposits at micasino.com, none of them informed me that there is any error or irregularity in my deposits, I find it extremely unfair that the reasons You give me to confiscate my DEPOSITED funds, based only on rules that you want to impose, since in legal terms, there is no such irregularity.

Furthermore, it is not the first online casino platform that I have used and I have had no problems with any of them, something that causes me too much concern since the payment system is the same as on your platform. I would like to be given details of the transactions that you have made. They say they are irregular, since I can contact my bank to prove that there are no such problems.

Greetings, I hope one day to have a clear and concise answer about my funds, since as you will see, the money that is being stolen illegally is not small.

Buen dia, me gustaria saber cuales son esos depositos irregulares, ya que en conversaciones con las 3 entidades bancarias que utilize para realizar depositos en micasino.com ninguna me comunico que existe algun error o irregularidad en mis depositos, encuentro sumamente injusto que las razones que ustedes me dan para confiscar mis fondos DEPOSITADOS, sean en base solamente a reglas que ustedes quieren imponer, ya que en terminos legales, no existe tal irregularidad.

Ademas no es la primera plataforma de casino online que utilizo y en ninguna tengo problemas, algo que me causa demasiada inquetud ya que el sistema de pago es el mismo que en su plataforma, me gustaria que se me diera un detalle de las transacciones que ustedes dicen que son irregulares, ya que puedo comunicarme con mi banco para demostrar que no existen tales problemas.

saludos, espero tener algun dia una respuesta clara y concisa sobre mis fondos, ya que como veran, no es poco el dinero que estan sustrayendo de forma ilegal.

Thank you for the clarification Antiyuta.

Dear MiCasino representative, will the player be refunded their initial deposits if they were not allowed to open an account in the first place or are these funds confiscated? Thank you in advance!

Hello everyone,

My name is Kubo, and I will be taking over the resolution process for this complaint. Let me dive into the issue to understand it clearly and smoothly continue the investigation that my colleague Peter started.

Thank you for your understanding and patience.

Best Regards,

Kubo

Thank you very much for the concern and the work done by this page, let's hope that micasino.com takes a stand since I have seen many similar cases, greetings.

Muchas gracias por la preocupacion y el trabajo realizado por esta pagina, esperemos que micasino.com se pronuncie ya que he visto muchos casos similares, saludos.

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.

Dear Antiyuta,

As the casino has not responded to the question regarding refund of your deposit, 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 Gaming Curaçao Gaming Authority (complaints@gaming-curacao.com) 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 (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Kubo