Hello Millions Casino - Player's account is closed and winnings are confiscated.

Casino delayed winnings payment and after sending all verification requested closed my account without any explanation and said winnings were voided.

Dear Annie5505,

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.

Have you made any successful withdrawals before?

Did you pass the verification before you lost access to the account?

Did you accumulate your winnings with or without an active bonus?

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

All emails and screenshots sent to email provided dominika.l@casino.guru. I've withdrawn in 3 previous occasions with Hello Millions after after account verification was completed on their end. I always play in the slots hoping to win the Jackpot, this happened with a Jackpot win even tho it's not the first time I've won one with this casino

Dear Annie5505, do I understand correctly that the casino has not provided any specific reason or further explanation for the account closure and voiding of your winnings?

Could you please confirm whether you used any bonus when you accumulated the winnings that were later voided?

Is there any chance that you had a previous account with this casino, or that someone from your household (same address or IP) might have held an account there?

Were all payment methods you used registered in your name?

Did you use any VPN while accessing the casino?

The winnings were from a deposit I had made in the amount of $24.99

I only had one account with them, I tried to login and it said my username or password were wrong so instead of signing in with username I presses sign in with Google and then that's when I noticed my account was locked. All the payment methods I used are registered under my named and I sent them the cards pictures my ID proof of address and bank statement. I always sign in from my phone or computer

Thank you very much, Annie5505, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 Annie5505,

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

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 Annie5505,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Annie5505,

I can confirm we have managed to establish contact with the casino. Mediation process is now ongoing. In case there are any new developments from your side, please keep us updated.

Dear Annie5505,

The mediation process is still ongoing. We are currently waiting for the casino to provide us with some more details about your case. In case there are any new developments from your side, please keep us updated.

Thank you, no updates so far. Have they answered any of your messages?

Hello Annie5505,

yes, I can confirm the mediation process is currently ongoing. I will update the thread when I have any news.

Dear Annie5505,

we are extending the timer again, as we are waiting for some more information from the casino. If there are any new developments on the matter, please keep us updated.

Dear Annie5505,

the casino has resumed their involvement again, and we will hopefully get a response from them here as well. I fully understand the delays might be frustrating for you, but we are doing what we can to come to a fair resolution to this case.

Thank you for keeping me updated.

Dear parties,

the matter has been escalated multiple times now, via various channels. I will extend the timer one last time.

Dear Annie5505,

After repeated attempts to obtain a clear explanation from Hello Millions Casino regarding the closure of your account and the confiscation of your winnings, we must unfortunately conclude the mediation process.

Despite the fact that talks were ongoing, the casino has not provided us with sufficient evidence for its actions. Due to lack of transparency, we are closing this complaint as unresolved.

We understand how disappointing this outcome may be and encourage the casino to reconsider its position on the complaint resolution process.

As a result of the complaint being classified as unresolved, the casino's safety index will drop accordingly.