MiCasino - A conta do jogador é encerrada e os fundos são retidos.

Good evening, Casino Guru:

I am contacting you to request your assistance regarding a serious situation I have encountered with the Micasino betting house, related to the blocking of my account, unfounded accusations, and the unjustified retention of my funds, totaling 3,220 soles.

1. Start of the problem – January 5, 2024

That day, Micasino asked me to verify my account, including sending my bank statement, which I immediately did. However, that same day, I received a notification informing me that, after reviewing my documents, my account had been permanently blocked for allegedly violating their terms and conditions.

I was accused, without evidence, of having a duplicate account, making suspicious transactions, and being linked to another user, which is absolutely false.

2. Lack of explanations and evasion of answers

After receiving this decision, I sent numerous emails asking for specific explanations, but I never received a coherent response or documentation to substantiate the accusations.

The most worrying thing was that when I sent an email from an alternate (new) account, I did get an immediate response, which shows that they were deliberately ignoring me from my original address.

3. Late reopening of the verification process – November 27, 2024

After months of insisting, they finally told me that, "due to their dissatisfaction," they would reopen the verification process (KYC) and requested three specific documents:

• 440 transaction receipts,
• Deposit receipt dated 12/30/2023 for 1,700 soles,
• Withdrawal support from 01/04/2024 for 3,204 soles.

I submitted all the requested documents in a clear and orderly manner. It's worth mentioning that my deposits were made in increments of 5 soles, which isn't prohibited by the platform. Supposedly, another user was doing the same thing, which is why they suspected me. However, I don't know anyone else who gambles, and my behavior was completely legitimate. In fact, during that time, there was a PagoEfectivo-NIUBIZ promotion that encouraged multiple top-ups.

4. Partial and unfair agreement: return of only 2,200 soles

After this process, Micasino decided to keep the account closed but offered to return me only the last 2,200 soles deposited, ignoring the rest of my funds (in total, I have 3,220 soles withheld).

Although this measure was unfair, I temporarily accepted the partial refund because I urgently needed the money to pay for my tuition. I was asked for a bank document confirming that I was the account holder before the money could be transferred to me.

5. Unjustified rejection of the document and new lack of response

To comply with this requirement, I paid 25 soles for an official BCP certificate, issued directly by the bank. However, the document was repeatedly rejected on the grounds that it had been "altered," which is false.

Since then (February 25, 2025), they have stopped responding to me again, both by email and via live chat. I have been trying for weeks, but I have not received a response. I reiterate that I never refused to cooperate; I submitted all the requested documents, and all I ask for is what is due to me.

I'm coming to you because I feel completely helpless in the face of Micasino's lack of transparency and unfair treatment. I'm requesting the full return of my funds: 3,220 soles, not just the 2,200 soles temporarily offered.

I have demonstrated good faith at all times, and have cooperated with everything requested.

I deeply appreciate your attention and support in this case. I am willing to submit all necessary evidence to support this.

Buenas noches, Casino Guru:

Me comunico con ustedes para solicitar su ayuda ante una situación grave que he enfrentado con la casa de apuestas Micasino, relacionada con el bloqueo de mi cuenta, acusaciones sin fundamento y la retención injustificada de mi dinero, cuyo total asciende a 3,220 soles.

1. Inicio del problema – 5 de enero de 2024

Ese día, Micasino me solicitó verificar mi cuenta, incluyendo el envío de mi extracto bancario, lo cual cumplí inmediatamente. Sin embargo, ese mismo día recibí una notificación informándome que, tras revisar mis documentos, mi cuenta había sido bloqueada de forma definitiva por supuestamente infringir sus términos y condiciones.

Se me acusó, sin pruebas, de tener una cuenta duplicada, realizar movimientos sospechosos y estar vinculado a otro usuario, lo cual es absolutamente falso.

2. Falta de explicaciones y evasión de respuestas

Tras recibir esta decisión, envié numerosos correos pidiendo explicaciones concretas, pero nunca me dieron una respuesta coherente ni documentación que justifique las acusaciones.

Lo más preocupante fue que, al enviar un correo desde una cuenta alternativa (nueva), sí me respondieron de inmediato, lo que evidencia que me estaban ignorando deliberadamente desde mi dirección original.

3. Reapertura tardía del proceso de verificación – 27 de noviembre de 2024

Luego de insistir durante meses, finalmente me comunicaron que, "motivado a su insatisfacción", reabrirían el proceso de verificación (KYC) y me solicitaron tres documentos específicos:

• 440 recibos de transacción,
• Comprobante de depósito del 30/12/2023 por 1,700 soles,
• Soporte del retiro del 04/01/2024 por 3,204 soles.

Envié todos los documentos solicitados, de manera clara y ordenada. Cabe mencionar que mis depósitos fueron de 5 soles en 5 soles, lo cual no está prohibido por la plataforma. Supuestamente, otro usuario hacía lo mismo y por eso sospecharon de mí. Sin embargo, no conozco a ninguna otra persona que apueste, y mi comportamiento fue completamente legítimo. De hecho, en ese periodo existía una promoción de PagoEfectivo-NIUBIZ que incentivaba múltiples recargas.

4. Acuerdo parcial e injusto: devolución de solo 2,200 soles

Después de este proceso, Micasino decidió mantener la cuenta cerrada pero ofreció devolverme solo los últimos 2,200 soles depositados, ignorando el resto de mis fondos (en total, tengo 3,220 soles retenidos).

Aunque esta medida fue injusta, acepté momentáneamente esa devolución parcial porque urgía el dinero para pagar mi academia. Se me solicitó un documento bancario que confirmara que yo era el titular de la cuenta para transferirme el dinero.

5. Rechazo injustificado del documento y nueva falta de respuesta

Para cumplir con ese requerimiento, pagué 25 soles por un certificado oficial del BCP, emitido directamente en el banco. Sin embargo, el documento fue rechazado repetidamente con el argumento de que estaba "alterado", lo cual es falso.

Desde entonces (25 de febrero del 2025), dejaron de responderme otra vez, tanto por correo como por el chat en vivo. He insistido durante semanas, pero no obtengo ninguna respuesta. Reitero que jamás me negué a colaborar, entregué todos los documentos solicitados, y lo único que pido es lo que me corresponde.

Estoy acudiendo a ustedes, porque me encuentro completamente indefenso ante la falta de transparencia y trato injusto por parte de Micasino. Lo que solicito es la devolución total de mis fondos: 3,220 soles, no solo los 2,200 soles ofrecidos momentáneamente.

He demostrado buena fe en todo momento, he colaborado con todo lo solicitado.

Agradezco profundamente su atención y apoyo en este caso. Estoy dispuesto a enviar todas las pruebas necesarias para respaldar lo expuesto.

Dear gabrielaramirez,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• 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

My MiCasino account was primarily used for sports betting. However, recently I've focused more on the live casino, especially baccarat, which is where I've concentrated my recent activity.

I confirm with complete certainty that no one else uses my account, nor have any accounts been created using the same internet connection. In my immediate circle, neither family nor friends are interested in gambling or casino games, so I completely rule out the possibility that anyone else has created an account using the same internet connection.

I have been informed that MiCasino suspects that I have partnered with another user to gain some benefit, but I do not understand this accusation, as I firmly believe that bookmakers always have an advantage and there is no way to "beat" them with external strategies.

As I mentioned before, I've never used bonuses on this platform. All the money in my account comes exclusively from my top-ups and winnings from playing. For a while, I took advantage of a promotion offered by Niubiz, and I reloaded S/5 at a time, as that was the way it worked.

At no point was it mentioned in the terms and conditions that this type of top-up was prohibited, so it shouldn't be considered an improper practice. - AND IT IS CORRECT that I made many top-ups in order to take advantage of a NIUBIZ bonus, but not a MICASINO one, which didn't affect them at all.

Mi cuenta en MiCasino se utilizó principalmente para apuestas deportivas. Sin embargo, en el último periodo me enfoqué más en el casino en vivo, especialmente en el juego de bacará, que fue donde concentré mi actividad reciente.

Confirmo con total seguridad que nadie más que yo utiliza mi cuenta , ni se han creado cuentas con el mismo INTERNET. En mi entorno cercano, ni familiares ni amigos tienen interés en las apuestas o juegos de casino, por lo tanto, descarto completamente que otra persona creado una cuenta con el mismo INTERNET.

He sido informada de que MiCasino sospecha que me asocié con otro usuario para obtener algún beneficio, pero no entiendo esa acusación, ya que tengo la firme creencia de que las casas de apuestas siempre tienen ventaja y no hay forma de "ganarles" con estrategias externas.

Como ya mencioné anteriormente, nunca utilicé bonos en esta plataforma. Todo el dinero en mi cuenta proviene exclusivamente de mis recargas y de las ganancias generadas al jugar. Durante un tiempo, aproveché una promoción que ofrecía Niubiz, y realizaba recargas de S/5 en S/5, ya que esa era la mecánica.

En ningún momento se mencionó en los términos y condiciones que ese tipo de recargas estuviera prohibido, por lo que no debería considerarse como una práctica indebida. - Y ES CORRECTO que hice muchas recargas con el fin de aprovecharme de un bono de NIUBIZ , mas no de MICASINO , cosa que a ellos no les afecto en nada

Thank you very much for your reply, gabrielaramirez. 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.

Dear gabrielaramirez,

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.

Sorry if I haven't responded quickly, I've had a lot of things to do at my academy, but that's it. I just sent most of the conversations to the email you gave me. Please check it out.

Disculpen si no eh respondido de manera rápida , eh tenido muchas cosas por hacer en mi academia , pero ya esta , les acabo de enviar la mayoría de las conversaciones a ese correo que me indicaron , por favor revísenlo

Thank you very much, gabrielaramirez, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 gabrielaramirez,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite MiCasino to join the conversation.

Dear MiCasino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

The evidence you mention is based, as I have been told, on the following:

1. Similar deposits from another player

I've been informed that another user made similar deposits to mine, i.e., S/5 for S/5 through PagoEfectivo. I don't know if it was the exact same amount of top-ups, but I want to explain why I did it:

As I mentioned earlier, there was an official Niubiz promotion with PagoEfectivo at the time. The promotion consisted of earning S/0.50 for each reload. (This didn't violate Micasino's rules, as Micasino allowed deposits via PagoEfectivo.)

Given that Niubiz Vendemás and PagoEfectivo are widely known platforms, it wouldn't be surprising if more users, besides me, took advantage of this promotion. Furthermore, the minimum amount allowed at the Micasino betting house to top up via PagoEfectivo is S/5, which perfectly explains why I made several top-ups of that same amount. It's very likely that other players have done the same, motivated by the same promotion.

1. Entrance to the same live casino room

I am also told that this player entered the same live casino room as me.

I want to make it clear that I've always played in the live baccarat room because I like the fast-paced game and its real-time format. It's completely legal and public. Furthermore, that room typically has more than 5,000 users connected at the same time, so I have no way of knowing whether that other player joined the same table as me or not. In any case, that can't be taken as evidence of collusion.

Now, considering that these are the only reasons that have been presented to me to justify an alleged relationship with that person:

• Why is it claimed that I colluded with that user? (If all of this is just speculation)
• Was your account also closed? - Did you have money in your account at the time of closure?
• Was that money confiscated?
• Did he make any complaints or provide any explanations?
• Is there a proven, real connection between that user and me? (Relationship, family relationship, same last name, home address, or IP address?)

I can't assume or guess what their motivations or actions were. What I'm offering are plausible explanations , just as you're making assumptions. But assumptions shouldn't be the basis for a decision as serious as confiscating funds without concrete evidence.

Furthermore, leaving this aside, we had agreed that, for the time being , I would be refunded the top-ups I made that day (S/2,200). I'm still waiting for that refund so I can continue the discussion regarding the remaining outstanding amount.

Las evidencias que ustedes mencionan se basan, según me indicaron, en lo siguiente:

1. Depósitos similares por parte de otro jugador

Me informaron que otro usuario realizó depósitos parecidos a los míos, es decir, de S/5 en S/5 a través de PagoEfectivo. No sé si fue exactamente la misma cantidad de recargas, pero quiero explicar el motivo por el cual yo lo hice:

Como ya mencioné anteriormente en esas fechas existía una promoción oficial de Niubiz con PagoEfectivo, la cual consistía en que mientras más recargas hicieras, obtenías S/0.50 por cada una. (sin violar las reglas de Micasino debido a que micasino permitía depósitos vía PagoEfectivo)

Dado que Niubiz Vendemás y PagoEfectivo son plataformas ampliamente conocidas, no sería raro que más usuarios, aparte de mí, hayan aprovechado esta promoción. Además, el monto mínimo permitido en la casa de apuestas Micasino para recargar vía PagoEfectivo es de S/5, lo que explica perfectamente por qué hice varias recargas de ese mismo monto. Es muy probable que otros jugadores hayan hecho lo mismo, motivados por la misma promoción.

1. Ingreso a la misma sala de casino en vivo

También se me indica que ese jugador ingresó a la misma sala de casino en vivo que yo.

Quiero dejar en claro que yo siempre he jugado en la sala de bacará en vivo, porque me gusta el ritmo ágil del juego y su formato en tiempo real. Es completamente legal y público. Además, esa sala suele tener más de 5 mil usuarios conectados al mismo tiempo, así que no tengo forma de saber si ese otro jugador entró en la misma mesa que yo o no. En todo caso, eso no puede tomarse como una prueba de colusión.

Ahora, considerando que estas son las únicas razones que se me han presentado para justificar una supuesta relación con esa persona:

• ¿Por qué se afirma que me coludí con ese usuario? (si todo esto son suposiciones)
• ¿También se le cerró su cuenta? - ¿Tenía dinero en su cuenta al momento del cierre?
• ¿Se le confiscó ese dinero?
• ¿Él presentó algún reclamo o brindó alguna explicación?
• ¿Existe algún vínculo real comprobado entre ese usuario y yo? (Parentesco , vinculo familiar , apellidos iguales , dirección de domicilio , o de IP?)

Yo no puedo asumir ni adivinar cuáles fueron sus motivaciones o acciones. Lo que expongo son explicaciones plausibles, al igual que ustedes están planteando suposiciones. Pero con suposiciones no se debería tomar una decisión tan grave como confiscar fondos sin pruebas concretas.

Además, dejando este punto de lado, habíamos acordado que, por el momento, se me devolverían las recargas realizadas ese día (S/2,200). Sigo esperando dicha devolución para poder continuar con el diálogo respecto al resto del monto pendiente.

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 gabrielaramirez,

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 their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru