Millioner Casino - Player demands full refund after account closure.

Account Email: [redacted]

I am filing this complaint against Millioner Casino for a severe breach of self-exclusion protocols and predatory marketing practices.On May 26, 2026, I explicitly informed the casino via email that I have a severe gambling addiction and requested a permanent self-exclusion block. That same evening, an agent named Amelio formally confirmed the permanent closure, stating: "We confirm that your account has been closed as requested."Despite this binding agreement, the casino completely failed its duty of care. Starting June 5, 2026, they began aggressively flooding my inbox with promotional marketing bonuses. Furthermore, they fully reopened my account on their duplicate mirror site (millioner2.com).Because they enticed me back and left the doors wide open, I suffered a relapse and deposited a total of €1,108.00 in direct out-of-pocket cash deposits between June 11 and June 14, 2026.When I confronted their support team, they initially hid behind generic terms. When I pushed further (Ticket reference: [V23WPD-N2274]), their Complaints department offered me a partial €500 "goodwill" refund, which is an implicit admission of their failure. I rejected this partial settlement and demanded my full €1,108.00 back. They have now stopped replying to my emails.I am asking Casino Guru to mediate and force Millioner Casino to return the full €1,108.00 in cash deposits accepted after my official self-exclusion.

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Dear Elvyzz420,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

To better understand the situation, please answer the following questions.

• After accessing the casino's mirror site on June 11, were you able to log into the same account, or did you create a new account?
• Please forward the account closure request that you made on May 26, 2026.
• Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

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

Best regards,

Jean

Dear Elvyzz420,

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 L., (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,

Jean

Hello Elvyzz420, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Millioner 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 self-exclusion 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.

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 Elvyzz420, I have acquired additional contact details for the casino representatives, and sent them message regardign this complaint. To give them time to react, I am prolonging the timer for extra 7 days. Thank you for your understanding.

Dear Elvyzz420,

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.

First and foremost, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence / is using fake license, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej