Eldoah Casino - Os ganhos do jogador são confiscados.

I signed up with this casino on July 16th.

There was a 200% first deposit bonus available exclusively to cryptocurrencies, so I used it to deposit 50,000 yen and received a 100,000 yen bonus.

Luckily, I won at the slots and my balance was 750,000 yen, which met the withdrawal requirements.

After completing the KYC, when I applied for a withdrawal, I was told that this was a violation of the terms of use and all balance except for the amount deposited was confiscated.

Even though I followed the terms of use, my items were confiscated and I am not happy about it, so I would appreciate some help.

7/16にこちらのカジノに登録しました。

仮想通貨限定での200％初回入金ボーナスがあったので、そちらを使用して5万円入金し、10万円のボーナスを受け取りました。

運良くスロットで勝利することができ、残高が75万円で出金条件を満たしました。

kycは完了しまして出金申請すると、利用規約に違反していると言われ入金分以外の残高を没収されました。

利用規約を守って遊んだにも関わらず、没収され納得がいかないので助けていただきたいです。

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your situation and assist you effectively, could you please clarify the following:

• Have you used any external gaming software or tools while playing with the bonus?
• Please request the casino to send you your detailed gaming history in Excel format, starting from the moment you activated the bonus until the moment you requested the withdrawal of your winnings, and then forward it to me at veronika.f@casino.guru.
• Which specific slots did you play during this period?

Thank you for your cooperation. I hope we can help resolve this issue as soon as possible.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Did you use any external gaming software or tools when playing with your bonus?

→No, we don't use it.

Please ask the casino to send you a detailed game history in Excel format from the moment you activated the bonus to the moment you request a withdrawal of your winnings and forward it to me.

→ Understood. I am currently inquiring with El Dorado Casino.

What specific slots did you play during this period?

→Gator, golden tour.

ボーナスを使ってプレイする際に、外部のゲームソフトウェアやツールを使用しましたか?

→いいえ、使用しておりません。

ボーナスを有効にした瞬間から賞金の引き出しをリクエストした瞬間までの詳細なゲーム履歴をExcel形式でカジノに送信してもらい、それを私に転送してください。

→分かりました。現在エルドアカジノに問合せ中です。

この期間中にプレイした具体的なスロットは何ですか?

→gator、golden tour です。

Have you requested your gaming history in Excel format as I asked you? Have you received the file from the casino yet? Please note that you should request this document via email, as the live chat support might not have access to such information.

Please ask the casino to send you a detailed game history in Excel format from the moment you activated the bonus to the moment you request a withdrawal of your winnings and forward it to me.

I asked for this but couldn't get it.

ボーナスを有効にした瞬間から賞金の引き出しをリクエストした瞬間までの詳細なゲーム履歴をExcel形式でカジノに送信してもらい、それを私に転送してください。

こちらを求めましたが、貰えませんでした。

Have you requested it via email as I instructed? The screenshot you sent here appears to be taken from live chat.

I requested it by email.

メールでリクエストしました。

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ippei17,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear ippei17,

we established contact with the casino. We are currently waiting for certain clarifications and also trying to solve technical difficulties regarding the casino representative's casino guru account.

Dear ippei17,

Regarding this case, we have confirmed that an act of intentionally progressing through in-game stages using bonus money during promotional bonus play has violated Article 15, Paragraph 10 of our website's Terms of Use, and we are taking action accordingly.

We apologize for the inconvenience, but regarding this matter, please contact the finance team by email: finance@eldoah.com Please contact us again.

Thank you for your cooperation.

ippei17様

本件につきまして、プロモーションでのボーナスプレイで、意図的にゲーム内ステージをボーナスマネーで進める行為が確認され、当サイトの利用規約第十五条10に該当したため、対応をしております。

お手数ではございますが、本件につきましては、メールでファイナンスチーム「 finance@eldoah.com」まで再度お問い合わせください。

何卒よろしくお願いいたします。

Dear casino representative,

thank you for your answer. To explain our view of the issue - in case the player has behaved the way you have described, your position and actions seem reasonable - although the exact wording of violation is not in the terms. I believe we need more proof and details regarding the case.

Without receiving evidence - for example game logs of the play in question, we cannot and will not rule in the casino's favor. Receiving this evidence would ensure a fair, independent outcome to both parties. In case such evidence is confidential and you do not want to share it in the thread, please send it to martin.l@casino.guru.

Dear ippei17,

thank you for your patience. Please tell us more about your play. Is it possible that you have employed such a strategy? In case there is any information relevant to this case, please let us know.

I am not playing against the rules.

We did not use any games that were banned at the time, and the bet amounts were within the rules.

Also, I just played normally and didn't really understand the strategy.

While I was fighting with Guru-sama, I received another email from El Dorado Casino, this time saying that they would only refund the amount I had deposited.

I am not satisfied at all, so please continue to respond.

規約違反のプレイはしていません。

当時の禁止ゲームを使用していませんし、ベット額もルール内の額です。

また普通に遊んだだけで戦略もよくわかっていません。

グル様で争っている最中に再度エルドアカジノからメールがきて、今度は入金分だけ返却すると来ました。

全く納得出来ないので引き続き対応お願いいたします。

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 ippei17,

unfortunately, it seems we have lost contact with the casino, I will extend the timer for one last time. In case any developments arise, please let me know.

Dear ippei17, 

I am sorry to confirm that since we haven’t received any new response from the casino regarding the issue, we cannot continue with the complaint resolution process. Also, as the casino hasn't provided us with any evidence of the breaches you were accused of, we are forced to close the complaint as ‘unresolved’.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.