Miracle Casino - Выигрыши и депозит игрока были конфискованы.

I registered with Miracle Casino, which I discovered online, and after sending my ID Verification documents, I deposited $700 and played the slots. I won a few games. But as I continued to play a bit more, my account was frozen and I received an email stating that my deposit, along with my winnings, had been confiscated.

When I contacted the casino for an explanation, they simply stated that my account may have been used fraudulently and did not provide any further reasons for the account suspension.

I believe this confiscation is unfair and I would like an investigation to be conducted.

インターネットで知ったミラクルカジノに登録し、本人認証書類を送った後700ドルを入金してスロットをプレイし、勝利しました。その後も少しスロットで遊んでいると、アカウントが凍結され入金額含む勝利金没収のメールが来ました。

カジノに問い合わせるも、不正利用の可能性があり凍結理由もそれ以上は教えないとのことでした。

不当な没収なので調査してほしいです。

Hello huruhuru,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Miracle Casino. 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? Can you please forward the communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I have sent you an email so please check it.

Thank you

メールを送信したので確認をお願いします。

よろしくお願いいたします

Thank you huruhuru for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello huruhuru,

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 Miracle Casino to join the conversation.

Dear Miracle Casino,

Could you please clarify the reasons for closing the player's account? What alleged fraudulent activity did the player engage in? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Dear huruhuru,

I have received the following response from the Miracle Casino team.

Original Japanese text:

Thank you for contacting us.

This is Miracle Casino.

Regarding your inquiry,

When we checked the account with the username in question, we found that it shared characteristics with money laundering groups and abuse groups, and was therefore determined to be potentially subject to fraudulent use. As a result, the account in question was frozen in the system.

After manually checking the accounts once again by the administrative department, it was confirmed that although the accounts were in fact being used normally, they may have been considered to be members of the above group in the system and frozen.

The account in question is currently frozen, but the funds in the account have not been lost, so we have contacted the customer again to inform them that we can unfreeze the account if they can provide us with more detailed identification information.

Thank you very much for contacting us regarding this matter.

Thank you for your continued support.

English translation:

Thank you for contacting us.

We are Miracle Casino.

Regarding your inquiry,

We have reviewed the account with the username in question in our system and determined that it has characteristics in common with money laundering groups and abusers, and therefore, the account has been frozen in our system.

After a manual reconfirmation of the account by our administration department, we have confirmed that the account was in fact a normal account, but may have been frozen because it was considered to be part of the above-mentioned group.

We have again informed you that your account is currently frozen, but the funds in the account have not been lost, and if you can provide us with detailed identification information, we will be able to unfreeze your account.

Thank you for taking the time to contact us regarding this matter.

We look forward to working with you in the future.

And

Original Japanese text:

Thank you for contacting us.

Regarding the account unfreezing that I explained earlier,

We have already received information from the relevant department regarding the details of this case and how to unfreeze it.

Please rest assured that we have contacted you directly via your email address.

The information and documents required for unfreezing are the same as those required for KYC certification on this site.

If you are interested in learning more, please visit our Beginners Guide page.

https://miracle-miracle.com/beginner/about-kyc

Regarding your suggestion, we apologize, but as this email address is a customer support hotline, we are unfortunately unable to reply to your message.

Thank you again for contacting us.

I kindly thank you

English translation:

Thank you for contacting us.

Regarding the unfreezing of your account as explained to you earlier,

Our department has already contacted you directly to your e-mail address to explain the circumstances of this matter and how to unfreeze your account.

Please be assured that our department has already contacted you directly to your e-mail address with the details of the matter and the instructions on how to unfreeze your account.

The information and documents required to unfreeze your account are the same as those required for the KYC verification of this site.

If you are interested in more details, please refer to the Beginner's Guide page of this site.

https://miracle-miracle.com/beginner/about-kyc

We apologize that we are unable to respond to your suggestion, as this e-mail address is for customer support only.

Thank you again for contacting us.

If I understand it correctly the casino team should reach out to you to provide them with the requested documents. Once you provide all the documents I'm hopeful your account will be reactivated and you will be able to withdraw your winnings.

Dear huruhuru,

I have received the following response from the Miracle Casino team.

Original Japanese text:

ご連絡いただき、ありがとうございます。

ミラクルカジノでございます。

お問い合わせの件について、

該当ユーザーネームのアカウントは、システム上にて確認致しましたところ、マネーロンダリンググループや悪用集団と共通の特徴を持っているため、不正利用の可能性があると判定されておりましたため、該当アカウントはシステム上で凍結されました。

改めて管理部門よりアカウントを手動で再確認した結果、実質正常にご利用頂いたアカウントですがシステム上で上述の集団と見なされ凍結された可能性があることを確認しました。

該当アカウントについて、現在は凍結状態ですがアカウント内の資金はそれによって消えていませんので、もしお客様より詳細な身元確認情報を提供できれば、アカウントの凍結を解除することができますと再度お客様に連絡致しました。

今回の件につき、わざわざご連絡頂き誠にありがとうございます。

今後ともよろしくお願いいたします。

English translation:

Thank you for contacting us.

We are Miracle Casino.

Regarding your inquiry,

We have reviewed the account with the username in question in our system and determined that it has characteristics in common with money laundering groups and abusers, and therefore, the account has been frozen in our system.

After a manual reconfirmation of the account by our administration department, we have confirmed that the account was in fact a normal account, but may have been frozen because it was considered to be part of the above-mentioned group.

We have again informed you that your account is currently frozen, but the funds in the account have not been lost, and if you can provide us with detailed identification information, we will be able to unfreeze your account.

Thank you for taking the time to contact us regarding this matter.

We look forward to working with you in the future.

And

Original Japanese text:

ご連絡いただき、ありがとうございます。

先程説明させて頂いたアカウント凍結解除の件につきまして、

既にこちらの担当部署より本件の経緯及び凍結解除の方法を

お客様のメールアドレスまで直接ご連絡致しましたので、ご安心くださいませ。

凍結解除に必要な情報及び書類は、当サイトのKYC認証と同様な内容になっております。

詳細について興味がございました場合は、当サイトの初心者ガイドページまでご参照頂ければ幸いです。

https://miracle-miracle.com/beginner/about-kyc

尚、ご提案について申し訳ございませんが、こちらのメールアドレスはカスタマーサポート専用窓口でございますので、残念ながらご返事することが出来かねます。

改めてこの度ご連絡頂きありがとうございます。

何卒宜しくお願い致します

English translation:

Thank you for contacting us.

Regarding the unfreezing of your account as explained to you earlier,

Our department has already contacted you directly to your e-mail address to explain the circumstances of this matter and how to unfreeze your account.

Please be assured that our department has already contacted you directly to your e-mail address with the details of the matter and the instructions on how to unfreeze your account.

The information and documents required to unfreeze your account are the same as those required for the KYC verification of this site.

If you are interested in more details, please refer to the Beginner's Guide page of this site.

https://miracle-miracle.com/beginner/about-kyc

We apologize that we are unable to respond to your suggestion, as this e-mail address is for customer support only.

Thank you again for contacting us.

If I understand it correctly the casino team should reach out to you to provide them with the requested documents. Once you provide all the documents I'm hopeful your account will be reactivated and you will be able to withdraw your winnings.

Dear huruhuru,

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.

Dear huruhuru,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru