Millioner Casino - Player's account has been closed with delayed verification.

Hello, I also want to make a complaint to this casino. I made a deposit of €200 with them and won €1500. I withdrew 1500 I received 500 and then they asked me to verify the account but when I tried to access my account my account was closed I wrote to them on live chat and they said there were no problems to reset the password but it still doesn't work I wrote them an email and they said that my account verification is only done on my account but I didn't have access to the account because it is closed after many emails they said to send the verification documents by email I sent the documents by email but for a month they keep telling me that they sent them to the verification department but a month has already passed and no one has verified the account and I have written dozens of emails and now no one is answering..and they have in their terms and conditions if 30 days pass and you don't provide the documents they have the right to close the account but I provided it by email immediately because I don't have access to my player account.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did the casino acknowledge that they blocked your account?
• Could you please list which documents you provided to the casino and in which format?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I only played slots.Yes I played with an active bonus but that has nothing to do with my account verification.No, the casino didn't say that my account was closed, but since I can't access it, it's normal that it's closed or suspended.the documents were sent pictures because they asked for my ID card a picture with the ID card in my hand and with their seat on the back 3-4 days The problem is that they haven't verified my account for a month since I provided the documents.I received 500 of the 1500 withdrawn but 1000 Euros remained in withdrawal but after I received the 500 they asked for documents for verification the problem is that they do not verify my account to give me money I understand it takes a few days to verify but not a month or at least to say that they need other documents but no one answers anymore

look what nonsense this casino is telling me I can't access my player account because they closed my account or it's suspended and they're talking about verifying my account on the site and it's already been a month since I gave them the documents...plus I sent 20 emails saying my account is closed or suspended and they say I didn't post a picture of what it says when I try to access my player account...and I couldn't upload the verification documents to the casino account because I can't access it.but they said to send them by email to verify but it's already been a month how long does a verification take 5 months? or does they want to close the account after 30 days saying I didn't provide the documents if I can't access the account how do I upload them to the site? I this this ist stupid or drunk

Dear Marius17,

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, Barbora (barbora.p@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,

Tomas

I want to come back with an update this casino asked me again for the documents to verify my account I already sent these documents a month ago and a week ago he asked me again I sent them again I say he tells me the same message all the time that he is doing the verification that he is doing it that he is doing it but this takes a day two three verification not a month of days ask why are you doing this and not verifying my account I provided all the necessary documents that they asked me for by email

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Millioner Casino representative to join this conversation.

Dear Millioner Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I want them to give me an explanation too. Why haven't they verified my account in a month or so since I provided them with the documents, and on top of that, they've closed or suspended it?

Dear Marius17,

Thank you for your message.

I am extending the complaint for an additional 7 days, as we are currently in active communication with the casino via email. Unfortunately, the casino is experiencing technical issues accessing their Casino Guru account, which is why they have not yet been able to respond in this public complaint thread.

Please be assured that the case is still being actively handled. As soon as we receive further information or an official statement from the casino, I will update you here immediately.

Thank you for your patience and understanding.

right now they have encountered problems when they have to give an explanation but I want to know why they haven't to verified my account for two months and give me my remaining 1000 euros...the same message all the time it says it's checking and it does absolutely nothing

Dear Marius17,

The casino has stated that they contacted you by email to request verification documents.

Could you please confirm whether you received such an email, and if so, when, and whether you responded by sending the requested documents?

Thank you for your cooperation.

Yes, I received an email asking for documents to verify my account, but that happened a month and a half ago.after I sent them the documents by email on December 30th they asked me for the documents again..They asked for my documents on December 30th again . I provided them again on January 1st.and three days ago they asked me for my bank statement again and I provided that bank statement too..But this is unacceptable because it's been two months since I told you I was verifying my account and they received all the required documents twice.Every time they wrote me an email I replied immediately and provided them with the documents I don't understand why a verification takes so long at a normal casino a check takes two three days not two months almost

and forgot and confirmation on December 12th they sent me an email saying they received the documents and they are in verification The problem is that on December 30th they asked me for them again and about three days ago they asked me for my bank statement again.a check shouldn't take two months once they receive the documents it should take two to three days..from here It's clear that it's not a serious casino and they don't want to give the money now I sent them the bank statement three days ago I want to see if I have to wait another two or three weeks for them to ask me for other documents

Dear Marius17,

Thank you for your detailed update and for providing the additional information and attachments.

I completely understand your frustration. A verification process should not take this long, especially when you have repeatedly provided all requested documents promptly and have cooperated fully. Repeatedly requesting the same documents over such an extended period is certainly not a standard or acceptable verification practice.

I will contact Millioner Casino immediately by email to request a clear explanation for the prolonged verification, the repeated document requests, and the current status of your account and pending €1,000 withdrawal. I will also ask them to clarify why the verification has not been completed despite confirming receipt of the documents.

Please rest assured that I am actively handling this case. As soon as I receive any response or update from the casino, I will inform you here without delay.

Thank you for your patience and continued cooperation.

It is quite clear that I received confirmation from them that they received the documents from me on the 12th. I received the confirmation, which means it is almost a month and a half ago.It's pretty clear they asked for my documents again on the 30th. after I provided them with the documents three days ago they asked for my bank statement and I provided them with my bank statement..Besides that, it's a joke to wait two months for them to not verify my account, that's too long, a normal verification takes a few days, not months, that means you wake up and tell me you need other documents after a month. Well, that's not how it's done.On top of that my account is suspended or closed I can't access the account

and on top of that, if they needed any other documents, they could ask me for them in two or three days, not in a month.absolutely does not respect any of the terms and conditions that it has. If I had not respected them and violated them, I would have been immediately tax me..It is unacceptable for an account verification to take two months and the verification is not yet finished

Dear Marius17,

I understand your frustration, and I would like to assure you that I am still awaiting an official response from Millioner Casino via email regarding the prolonged verification process, repeated document requests, and the status of your account.

As soon as the casino provides their statement or any clarification, I will update you here immediately. Until then, the case remains active and under review on our side.

Thank you for your patience.

Ok

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.

How do you close as unresolved?Did I waste so much time here for nothing?I want you to help me file a complaint against him where he got his license.

Dear Marius17,

I understand your concern, and I would like to clarify that the complaint has not been closed.

At this stage, I have only extended the response timer to give the casino additional time to provide their official statement. We are still actively awaiting an update from Millioner Casino via email, and the case remains open and under review on our side.

No further action is required from you right now. As soon as we receive any response or clarification from the casino, I will inform you here immediately.

Thank you for your continued patience.

Dear Marius17,

Millioner Casino has informed me that they contacted you by email to request a specific verification document, stating that one of the previously submitted documents was considered incorrect.

To help clarify the situation and move the case forward, could you please confirm:

• whether you received this latest email from the casino,
• whether the casino clearly explained why the previously submitted document was considered incorrect, and
• whether you have already provided the newly requested document.

Clear communication regarding document requirements is essential in a verification process, especially given the length of time this case has already taken. Once I receive your confirmation, I will continue following up with the casino regarding the completion of verification and the pending €1,000 withdrawal.

Thank you for your cooperation and patience.

Yes, I can confirm that he asked me for this three weeks ago. He asked for my bank statement. I downloaded the bank statement but it was for October. They asked for my bank statement for November a week ago. I also sent them the November statement you were referring to, but the problem is that these things take too long. That is, to write that after three weeks that the document is not good is too much.I want to mention that when they asked for my bank statement three weeks ago, I immediately gave them the statement the next day. They replied back after three weeks that that statement was no good, that it was irrelevant, that they needed a statement for November. I immediately gave them the statement for November the next day, that means a week ago.I offered them the documents the whole time, the next day at most, I offered them now, I don't know what you wrote to say that you didn't receive the document because they received the document they requested, the one they requested, they received it a week ago, why don't they check this and I'm writing to you that I didn't offer them the documents.I'll upload a screenshot here to show you that I sent them the document they've been asking for for a week.But they are a non-serious casino, at a serious casino it doesn't take that long to verify and they ask for the documents once they need them, it doesn't take two or three months to verify an account.I'll upload a screenshot here to show you that

Look when ask me for this for 5 days i send i send what he want

Dear Marius17,

Thank you for the clarification and for confirming the timeline regarding the requested bank statements.

I understand your concern, especially given that you have provided every requested document promptly, often within one day, while the casino’s feedback on document validity came only weeks later. Such delays and repeated requests over an extended period are not standard verification practice.

Based on your statement, the most recently requested bank statement (for November) was submitted approximately one week ago. I will now contact the casino directly to request:

• confirmation that the document has been received,

• a clear explanation as to why previous documents were deemed insufficient only after several weeks, and

• a concrete timeframe for completing the verification and processing the remaining €1,000 withdrawal.

I will update you here as soon as I receive a response from the casino. Thank you for your continued cooperation and patience.

Dear Marius17,

Thank you for your patience.

I have received an update from Millioner Casino confirming that your account has now been fully verified and that no further documents are required at this time.

The casino has also stated that you should now be able to submit a withdrawal request, and that they will proceed with processing it as soon as possible.

Could you please confirm whether you are now able to access your account and submit the withdrawal on your end?

I will await your confirmation before proceeding further.

no unfortunately I can't access my account since I've been complaining here for a very long time and I don't understand why I can't access it..my account is still suspended..I also had two withdrawals in my account and the Casino canceled it.

you see my account doesn't work either it tells me that the password or email is incorrect I tried to reset the password but it doesn't work It says to talk to them this casino lies non stop Plus, he sent me the password reset link. When I go in to enter the new password, it tells me that the link has expired, but I enter that link in the next few seconds.I already had two withdrawals from them when these things happened and they should process them for me. They canceled it but maybe they can do them manually because I can no longer access my account and on top of that I will not play in this casino anymore. After I recover the money I will decide to close this account even if they open it for me. This is not a casino to play at, it is a scam casino. these are the emails received on January 26th when they canceled my withdrawals for no reason at all Please write to them to send me their money and make my withdrawals because I can't access my account and to do it as soon as possible because I gave them all the documents and they checked my account because they don't respond to my emails about anything.

Hello an update just lies that my account is verified because forget what it says When I try to access it.I don't understand what they checked but my account is suspended

Dear Marius17,

I understand your frustration, especially given the length of this case and the fact that, despite the casino confirming your account as verified, you still cannot access it and your withdrawals were cancelled.

Please be assured that I have already contacted Millioner Casino again via email to address this contradiction directly. I have asked them to clarify why your account remains inaccessible despite completed verification, why previously requested withdrawals were cancelled, and how they intend to proceed with paying out the remaining €1,000 if account access cannot be restored.

I am currently awaiting their response and will update you here as soon as I receive further information. Thank you for your continued patience and cooperation.

Ok Thanks I don't understand why this casino is really making fun of me like this I understand long verification process after verification process again I can't access the account I mean what verification did they do if I can't access my account..

Please send them these screenshots so they can see what it says, it's not the wrong password, it's not the wrong email, it's just that my account can't be accessed.Ok Thanks I don't understand why this casino is really making fun of me like this I understand long verification process after verification process again I can't access the account I mean what verification did they do if I can't access my account

an update they opened my account and I made a withdrawal now to see if they put money in it..now i wait formy money

Dear Marius17,

Thank you very much for your update.

I’m glad to hear that your account has been reopened and that you were able to submit a withdrawal request. This is a positive step forward, and I hope the payment will now be processed without further complications.

I would also like to sincerely apologize for the length of this process. I completely understand that this situation has been stressful and frustrating for you. Thank you for your patience and for your continued cooperation throughout the case.

Please keep me informed once the funds are successfully credited to your account. I will continue to monitor the complaint until we have confirmation that the withdrawal has been completed.

Okay

I have an update I received the money from this casino

Dear Marius17,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system.

Thank you for your cooperation and confirmation throughout the process.

We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities.

However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable.

Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru