Millioner Casino - Player's account closure request is ignored.

I am filing this official complaint against Millioner Casino for serious violations of responsible gaming rules and failure to enforce my self-exclusion request.

On October 23, 2026, I sent an urgent email to ⁠ support@millioner.com ⁠, in which I explicitly stated that I was a problem gambler and requested the immediate closure and blocking of my account.

I repeated this request on October 25, 2026.

Despite these requests, the casino did not block my account. Instead, on October 25, 2026, I received a welcome email from their VIP manager ("Pavel") offering me deposit bonuses and promotions.

Contacting me from the VIP department and luring me with these active promotional offers while my self-exclusion request was pending directly triggered my relapse and pulled me back into gambling.

I subsequently deposited and lost money today (October 26, 2026).

Required solution:

I demand a refund of the money I lost today (October 26, 2026) because these losses were incurred solely due to the failure of the casino, which did not block my account and instead actively approached me with marketing, which went against my clear request to self-exclude. I only started playing after the marketing email. I am attaching all emails, both theirs and mine, and proof of an active account

Thank you for your help in this matter.

Best regards,

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Millioner Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did you first express gambling problems to the casino, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@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,

Attila

Yes, thank you.

On 23.10 I requested the casino to block my account due to gambling. On 25.10 the casino sent me an email via VIP and they tempted me to play on this email. I sent a response to this action on the same day that I was requesting a block. But their marketing became fatal for me on 26.10 and I lost a total of 17400 CZK with them. So I sent them another email on 26.10 for a refund and again for blocking the account and the next day they responded to this email. They did not respond through previous emails, but only to the email where I had just asked them for a refund and blocking. In this email the casino refused my refund and blocked my complete access to their website. In any case, my account was open until 27.10. and the request for blocking due to gambling was confirmed only on 27.10 when it was too late, because my supposedly VIP manager had lured me in his email.

I am attaching all the screenshots.

Hello,

Thank you for your reply and for providing the screenshots.

After reviewing the timeline and the evidence provided, I regret to inform you that we cannot support your request for reimbursement and will close your complaint as rejected.

I understand your frustration, particularly because you received a VIP promotional email after asking the casino to block your account due to gambling problems.

Based on the available information, you first disclosed your gambling problems on October 23, 2026, repeated your request on October 25, and lost the disputed 17,400 CZK on October 26. You confirmed that your account was closed on October 27.

Although casinos should process gambling-related self-exclusion requests as quickly as possible, each request requires individual handling and some time to be properly reviewed and implemented. We therefore allow a reasonable processing period when assessing whether losses qualify for reimbursement.

In this case, we consider the account closure to have been completed within an acceptable timeframe. While I understand your concern about the VIP promotion, receiving it during this period does not, by itself, establish entitlement to a refund.

I understand this is not the outcome you were hoping for, and I am sorry we could not assist you further.

Thank you for your understanding.

Best regards,

Attila

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