Millioner Casino - Player demands refund after account closure delay.

Beschwerde gegen Millioner Online Casino (millioner2.com)

Sehr geehrtes Casino-Guru-Team,

ich wende mich an Sie, weil ich Unterstützung im Streitfall mit dem Online-Casino „Millioner" (Domain: millioner2.com) benötige.

Am 19.11.2025 habe ich beim Casino die sofortige und endgültige Schließung meines Kontos beantragt. Trotz dieser klaren Aufforderung wurde mein Konto nicht geschlossen. Stattdessen erhielt ich in den darauffolgenden Tagen mehrfach Bonusangebote, Sonderaktionen und weitere Anreize, die mich zum Weiterspielen bewegen sollten.

Erst am 27.11.2025, also acht Tage später, wurde mein Konto tatsächlich geschlossen. In diesem Zeitraum war es mir weiterhin möglich, Einzahlungen vorzunehmen und zu spielen, obwohl das Konto gemäß meiner ausdrücklichen Anweisung schon längst hätte deaktiviert sein müssen. Die zwischendurch erhaltenen Boni und Lockangebote haben mich zusätzlich dazu veranlasst, weiter einzuzahlen.

Ich betrachte dieses Verhalten als schwerwiegenden Verstoß gegen den Spielerschutz und gegen die Pflicht des Casinos, eine Kontoschließung unverzüglich umzusetzen. Wäre mein Konto wie gefordert am 19.11. geschlossen worden, wären keine weiteren Einzahlungen erfolgt.

Daher fordere ich die vollständige Rückerstattung sämtlicher Einzahlungen, die ich zwischen dem 19.11.2025 und 27.11.2025 getätigt habe.

Ich bitte Casino Guru um Unterstützung bei der Klärung dieses Falls und danke Ihnen im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Millioner Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you successfully unsubscribed from the casino's marketing communication?
• Could you please share the communication in which you informed the casino about suffering from gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send another self-exclusion request to the casino again via email at support@millioner.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Millioner Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Habe ihnen alles per email zukommen lassen.

Thanks for sharing the information with me. I went over the evidence you provided.

We may ask the casino to refund you funds that were played down only if you previously informed the casino of your gambling issues and the casino fails to act to protect you.

From the communication exchange you provided, we can't conclude that the casino should have protected you from further play.

Please let me know if there is information I might have overlooked or didn't take into consideration; otherwise, we might not assist you further.

Looking forward to your reply.

Dear klugerplayer13,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru