Casino Secret - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

Like Vera John Casino, KYC is not accepted.

As a result, withdrawals are being held.

I have written details in a complaint about Vera John Casino, which is also a subsidiary of the same company, but would it be okay if I wrote details here as well?

Since the reasons for the complaints are the same, I think Casino Secret and Vera John Casino are sharing information.

Please take the same action.

ベラジョンカジノ同様にkycがとおりません。

それに伴い出金が保留されています。

同じ系列会社のベラジョンカジノへの苦情に詳細を書いていますが、こちらにも詳細を書いた方がよろしいでしょうか？

苦情理由が同じということで情報共有がカジノシークレットとベラジョンカジノでされているかと思います。

同様の対応お願いします。

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.

Hello,

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

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

• Have you made previous successful payouts from this casino?
• When did you register at this online casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided and in which format?
• Could you please share with me your communication with the casino regarding the verification requirements and why your documents weren't approved? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you ever successfully made a payment from this casino?

No. Just like Vera John Casino, which is operated by the same company, KYC is not accepted, so you cannot withdraw.

When did you sign up for this online casino?

It's November this year.

Did you achieve your current balance thanks to the bonus?

I don't remember, but I don't think I used the bonus.

Can you list what documents you provided and in what format?

Live authentication, selfies, and cryptocurrency identity documents.

Could you please share your communication with the casino regarding the ID verification requirements and why your documents were not accepted? Please send an email or chat transcript to the email address below.

Understood.

これまでにこのカジノから支払いを成功させたことがありますか?

ありません。同じ運営会社のベラジョンカジノ同様にkycが通らないので降りません。

このオンラインカジノにいつ登録しましたか？

今年の11月です。

現在の残高はボーナスのおかげで達成できましたか?

覚えていませんがボーナスは使っていないと思います。

どのような書類をどのような形式で提供したかをリストしていただけますか?

ライブ認証とセルフィと仮想通貨の本人確認書類です。

本人確認要件に関するカジノとのやり取りと、書類が承認されなかった理由について教えていただけますか？メールまたはチャットの記録を以下のメールアドレスまでお送りください。

分かりました。

This is a familiar response, so thank you for your cooperation.

おなじみ対応なのでよろしくお願いします。

Thanks for your patience and information provided.

I am sorry to hear about the recent development.

• Were you informed about the reason why your account in the casino was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your reply.

I asked for an explanation, but I haven't received any email reply since my account was locked.

It's a slot.

理由説明を求めましたがアカウントロックされて以降メール返信ありません。

スロットです。

Dear sugarmoon,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CasinoSecret representative to join this conversation.

Dear CasinoSecret,

Could you please provide clarification regarding this case?

Thank you in advance.

sugarmoon, Casino Guru

I hope you are doing well.

Your Casino Secret account has been closed due to fraudulent activity identified by our responsible department as outlined in Terms of Service 3.12, Terms of Service 5.4.4 and Terms of Service 2.1.3.

As a result, your withdrawal request has been rejected and all of your withdrawal request amount and remaining balance have been confiscated.

We understand that you contacted us by email, but Casino Secret has not been able to confirm receipt of your email since December 24th.

Thank you very much for your cooperation.

Complaints Team

sugarmoon様、Casino Guru様

お元気でいらっしゃることを願っております。

カジノシークレットのアカウントは、ご利用規約3.12、ご利用規約5.4.4、ご利用規約2.1.3に記載の不正行為を担当部署で確認したため、閉鎖されました。

このため、ご出金申請は不承認となり、所持されていたご出金申請金額ならびに残高は、全て没収となっております。

メールでお問い合わせいただいたとのことですが、12月24日以降、カジノシークレット側で受信が確認できておりませんでした。

どうぞよろしくお願いいたします。

苦情チーム

We have already submitted the evidence of our inquiry on January 2nd to Casino Guru.

Please confirm.

I have no idea about any wrongdoing whatsoever. What specifically?

Also, do you share information with Vera John Casino?

Please investigate.

1/2に問合せしている証拠を既にカジノグル様へ提出しております。

ご確認お願いします。

不正行為も全く心当たりありません。具体的にどの部分ですか？

またベラジョンカジノと情報共有していますか？

調査お願いします。

Dear CasinoSecret,

Please send me supporting evidence to your claims to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Casino Guru

We would like to inform you that we are currently checking your question with our relevant team.

We will contact you as soon as we have confirmed the details. We appreciate your understanding and cooperation until then.

Thank you very much for your cooperation.

Complaints Team

Casino Guru様

ご質問について、弊社関連チームに確認中であることをお知らせいたします。

確認でき次第、ご連絡いたします。それまでの間、ご理解とご協力を賜りますようお願い申し上げます。

どうぞよろしくお願いいたします。

苦情チーム

Dear CasinoSecret,

We will be waiting for your update.

Thank you 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.

I understand that Japanese support will end on February 9th, but will players be forced to leave if they are in conflict?

日本語サポートが2/9で終了とのことですが、紛争中の場合も強制的に退場になるのですか？

Dear sugarmoon,

The casino stopped replying and failed to provide supporting evidence. Since we are unable to continue with investigation, I have no choice but to close this 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.In case the complaint will be reopened, you will be notified by email.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Mirka