Hello Millions Casino - Player’s account is closed after winning.

Casino: Hello Millions

Website: hellomillions.com

Operator: B-Two Operations Limited / B2 Services OÜ

Type: Sweepstakes Casino

Player Country: USA (Florida)

🎯 Complaint Title:

Account closed after winning + pending winnings

Hello, I am filing this complaint because Hello Millions suddenly shut down my account right after I started winning consistently. I had ongoing winnings and redemptions in process, and my account was closed without any valid explanation, warning, or investigation.

Before the shutdown, I had multiple winnings that were in the redemption queue, and I fulfilled all play requirements exactly as stated in their Terms. I was logged out during gameplay, and when I attempted to log back in, I was denied access. Shortly after, I received a message claiming I violated Terms of Service—yet no evidence or details were provided to support that claim.

I did not violate any rules.

I did not use bots, VPNs, multiple accounts, third-party software, or anything prohibited.

I also completed all ID verification properly.

The casino simply closed my account after I started winning, kept my redeemable balance, and refused to explain why. This looks like a tactic to avoid paying out legitimate winnings.

I am requesting:

A detailed explanation of why my account was closed.

Reinstatement of my account so I can access my information.

Processing of all my valid winnings that were pending redemption when the casino shut me down.

A fair review of my gameplay, which will show I followed all rules.

This behavior feels unfair, suspicious, and directly against responsible sweepstakes and redemption conduct. I am asking CasinoGuru to assist in getting a transparent explanation and the payment I earned legitimately.

Thank you.

James D.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play at this casino when your account was blocked?

Have you made any successful withdrawals or redemptions from this casino before?

Has the casino specified why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I joined hello millions about a month ago I play the slot machines I was actually in que for like 3 pay out but the day that I won the big jackpot and in the middle of it the screen had froze the last total that I saw before it froze was over 1850 and still climbing . My account was blocked the day the screen froze and litterally 4 minutes later I received this email

Dear James,

 

We regret to inform you that, after an internal investigation, your account has been permanently closed.

 

This action has been taken according to our Terms of Service that you accepted upon registering an account with us: "2.10. We reserve the right to refuse or close a User Account at our sole discretion".

 

Please be advised that further correspondence regarding the closure of your account may not be answered.

 

Regards,

Danica

The HelloMillions.com Team

And this was November 15

Finally got a response

What response did you receive from the casino? Please forward all the communication between you and customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation.

I sent all correspondence to Victoria

Dear Jimdam22

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, Matej (matej.l@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,

Veronika

Hello Jimdam22, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Hello Millions Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the account closure and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello there nice to meet you as well . Yes I played an honest game . I started winning had a few redemptions that were in the process of clearing and when o hit the jackpot is when kick off the game by it suddenly freezing up . I tried to log back in and I was not able to . I would love to have a representative from Hello millions join our conversation so I could find out exactly why this happened and what I need to be able to get my money to get what’s what’s mine when I what I won fairly

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 Jimdam22,

I have tried to contact the casino repeatedly via e-mails and Teams, 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, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej