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When I applied for withdrawal even though I was playing normally, it was considered illegal play and my account was locked.

Deposit $ 100, no bonus

$ 275 win

$ 375 Withdrawal Application

There is a request for personal authentication and it is submitted on the same day

I received the following email 3 days later

Ask support for the reason for the account lock, but no answer. I don't know what to do anymore.

Below is the email I received

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When I checked the account of xxxxx, I would like to inform you that the department in charge has confirmed an act that seems to be fraudulent in violation of our terms of service.

Upon confirmation of fraud, Genesis Global Limited reserves the right to temporarily freeze or close the player's account and invalidate the winnings earned.

Please check paragraphs 12 and 14 of the Terms of Service:

https://CasinoGods.com/ja/termsandconditions/

Unfortunately, due to this incident, xxxxx's account will be closed and will not be reopened.

If you have any questions, please contact us via live chat or email.

普通にプレイをしていたにも関わらず、出金申請したところ、不正なプレイとみなされアカウントロックされました。

100ドル入金、ボーナス無し

275ドル勝利

375ドル出金申請

本人認証依頼があり即日提出

3日後に以下メールが届きました

サポートにアカウントロック理由を確認するが、回答無し。もうどうすれば良いのかわかりません。

以下届いたメールです

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この度、xxxxx様のアカウントを確認しましたところ、担当部署より弊社の利用規約に反する不正と思われる行為を確認しましたので、お知らせします。

不正行為を確認した場合、Genesis Global Limitedはプレイヤーのアカウントを一時的に凍結あるいは閉鎖し、獲得した勝利金を無効にする権利を有しています。

利用規約の12項および14項が該当しますので、ご確認ください：

https://CasinoGods.com/ja/termsandconditions/

今回の一件により、残念ながらxxxxx様のアカウントは閉鎖され、再開されることはありません。

ご不明な点がございましたら、ライブチャットまたはメールにてお問い合わせください。

Dear FX4610,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)?

Were you advised specifically which rule has been broken and why your winnings have been cancelled? I have checked the general terms and conditions for the beforementioned paragraphs but they’re too vague and refer to too many possible collusions.

https://www.casinogods.com/en/termsandconditions

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

I played Sicbo from Evlution LIVE.

Deposit $ 200,

Bet $ 200

I got a winnings of $ 200.

I bet 25 dollars and lost and stopped.

Evlution LIVE のSicboをプレイしました。

200ドル入金して、

200ドルをベットして

200ドルの勝利金を得ました。

25ドルベットして負けて止めました。

Do I understand correctly that you have placed two bets only?

The play just before the account is suspended is the above-mentioned play. Until then, I was able to withdraw money normally.

When I contact support, there is no explanation as to which rule violates the terms.

The terms and conditions state that the deposit amount will be returned after deducting the handling fee, but even the deposit amount will not be returned.

アカウント停止となる直前のプレイが前述のプレイです。それまでは普通に出金出来ていました。

サポートに連絡してもどのルールが規約に反したのか何も説明がありません。

規約には入金額は手数料を引いて返却されると記載がありますが、入金額さえ返却されません。

I have checked the terms and conditions, and this is what I found https://www.casinogods.com/en/termsandconditions:

"9.2. Once we have approved your withdrawal you must give us sufficient information as to how the funds should be transferred to you. All withdrawals will be remitted only to the same account from where the funds paid into the player’s account originated unless a proof was provided that the payment method has been lost or cancelled. We reserve the right to charge a 10% fee amounting to our own costs (including the cost of the deposits) for withdrawals of funds that have not been put into play."

It means that before you request a withdrawal, deposited funds need to be wagered at least once. In other words, if you have deposited $200 you need to place bets amounting to $200. From your previous replies, I understood that you have complied.

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello FX4610!

I will take care of your complaint from now on. I would like to invite representatives from Casino Gods into this complaint in order to help us with the issue.

Martin

Thank you

I want to know which play was judged to be fraudulent.

In addition, if the judgment of fraud is not corrected, we would like you to refund the deposit amount as prescribed.

マーティン様

よろしくお願いいたします

私は不正プレイと判断されたプレイがどのプレイだったのかを知りたいです。

また、不正という判断が訂正されないのであれば、入金額は規定通りに返金して頂く事を希望しています。

Dear FX4610,

We have requested for this information from the department and as soon as we have the information we will be forwarding it to you.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Gods Team

Dear representatives of Casino Gods,

I would like to ask you to update us on the situation from your end.

Dear Martin,

We are still waiting for the full information form the game provider and we have followed up for any updates.

As soon as we have further information, we will inform you immediately.

Kind Regards,

Casino Gods Team

Dear representatives of Casino Gods,

Thank you for your response and keeping us up to date with the situation. In case you would like to share any supporting evidence or statements from the providers, please forward it to my email address: 'martin.d@casino.guru'.

Looking forward for your next reply.

Martin

I received an email from Casino Gods today.

However, there was no specific presentation of the offending play, and it was said that it corresponds to clause numbers 12 and 14 of the terms of use as before.

https://CasinoGods.com/en/termsandconditions

However, this time, if you apply for withdrawal within 72 hours, the amount you deposited will be refunded, so I applied for withdrawal.

Winning $ 137 will not be returned.

Will the specific content of the violation not be presented even if I appeal further?

マーチン様

本日、カジノゴッズよりメールが届きました。

しかし、違反プレイの具体的な提示はなく、以前と同じく利用規約の条項番号12および14に該当するというものでした。

https://CasinoGods.com/en/termsandconditions

ただ、今回は72時間以内に出金申請すれば、入金した金額は返金されるとの事でしたので、出金申請をしました。

勝利金$137は返りません。

もうこれ以上訴えても具体的な違反内容は提示されないのでしょうか。

Dear FX4610!

We have received some supporting evidence documents via email. Please allow us a few days to carefully examine these.

Dear FX4610!

Please accept my apologies for a delayed response. However, your complaint was not ignored, in fact there were some internal discussions necessary in order to proceed with resolving your case.

We have reviewed the evidence provided to us by the casino representatives, but we were not able to make any conclusion yet, therefore additional questions were asked.

I will be informing you when there will be more information available for us hopefully soon.

Dear FX4610!

We have reviewed all the supporting evidence provided to us by representatives of Casino Gods. These documents were sufficient in confirming that a breach of terms occurred.

Unfortunately, under these circumstances we are not able to support you with this case.

Is there anything else that we can help you with?

Could you please tell me the details of the violation?

違反内容を教えて頂けないでしょうか？

Dear FX4610,

I am very sorry to tell you that we are not able to discuss and talk more into detail about any evidence that we receive from casinos due to various reasons.

Is there anything else that we're able to help you with?

understood.

Thank you very much.

わかりました。

ありがとうございました。

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.