Millioner Casino - Player’s account has not been closed as requested.

Subject: Complaint against Millioner Casino – Failure of Responsible Gambling tools and account closure request ignored

Description of the issue:

Dear Casino Guru Team,

I am writing to file a formal complaint against Millioner Casino due to a severe breach of Responsible Gambling principles and their failure to protect a vulnerable player.

I am a gambling addict and I have a serious problem with controlling my gameplay. Recognizing my addiction, I sent an explicit email request to the casino's support team asking them to permanently close my account immediately, clearly stating that I suffer from gambling addiction.

Despite my explicit declaration and direct request for self-exclusion due to addiction, Millioner Casino completely ignored my email. They kept my account active, allowed me to log in, deposit, and continue gambling. As a direct result of their gross negligence, I lost an additional PLN 9,000.

According to fair gambling practices, once a player explicitly states they have a gambling problem, the casino must block the account immediately to prevent further harm. Millioner Casino failed to do so and exploited my addiction for financial gain.

I am requesting a full refund of all deposits made after my initial email request for account closure due to gambling problems (totaling PLN 9,000).

I have fully preserved the email correspondence, including the timestamped message where I requested the closure due to addiction, and I am ready to provide screenshots as evidence to the mediator.

Thank you for your assistance in resolving this matter.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

From the screenshot you uploaded with your complaint, I can see that you requested to be self-excluded from this casino on 5 September. The casino responded to your emails on 6 September, asking you to confirm your decision.

• Did you send the casino a confirmation that you wanted to permanently close your account? If so, please forward me all subsequent communication between you and the casino to veronika.f@casino.guru. Ideally, please include the complete messages in their original format rather than cropped screenshots.
• Is your account still open, or has the casino closed it in the meantime?

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

Best regards,

Veronika

Dear Casino Guru Team,

Thank you for reaching out. I would like to clarify the situation and emphasize the gravity of the casino's failure to protect me.

I explicitly informed the casino that I suffer from a gambling problem and requested a self-exclusion. Under standard responsible gambling frameworks and international regulations, the moment a player utters the words "gambling problem" or "addiction," the casino is under a strict obligation to lock the account immediately, without any delay, hesitation, or discussion. This is a zero-tolerance policy across the industry.

The casino completely failed in its duty of care. Instead of executing an immediate lifetime ban, they left my account active.

Regarding the message where I asked for a no-deposit bonus: I sent this in a complete frenzy (w amoku), under the overwhelming and destructive impulse of my addiction. This contradictory behavior—desperately asking for a bonus while having already confessed to a gambling problem—is a classic, textbook symptom of a compulsive gambler who has completely lost control.

The casino's severe negligence is the sole reason I was able to send that second message and make further deposits. Had they acted responsibly and blocked my access the very minute I triggered the "red flag" of addiction, I would have been safely locked out. Instead, they ignored my cry for help, kept the casino doors open for a vulnerable player, and allowed me to incur further financial losses.

I am attaching the screenshots of my emails with the exact timestamps as undeniable proof of their failure.

I kindly ask Casino Guru to hold the casino accountable and assist me in recovering all deposits made after my initial disclosure of my gambling problem.

Dear Casino Guru Team,

I would like to kindly inform you that my casino account is still active and has not yet been blocked, despite my clear admission of having a gambling problem.

I am appealing to the casino for immediate and permanent

Dear Casino Guru Team,

I would like to update my complaint with key information regarding my case against Millioner Casino.

On September 5th, I clearly informed the casino support that I was suffering from a severe gambling addiction and requested the immediate and permanent closure of my player account. As per standard responsible gaming guidelines, the casino had a legal and moral obligation to immediately freeze my account and block any further deposits for my protection.

Instead of protecting me, the casino took no action and left my account fully active. They delayed the process, asking me to take a voluntary "break" and offering other alternatives.

Because my account remained open despite my explicit warning about my gambling addiction, I suffered a serious relapse. On September 8th, I was allowed to deposit and lose a total of PLN 9,000.

This significant financial loss is a direct consequence of the casino's failure to immediately implement self-exclusion. Therefore, I am officially demanding a full refund of the PLN 9,000 deposited following my initial request on September 5th.

I am attaching screenshots of my first submission from September 5th and proof of payment from September 8th.

Thank you for helping me recover my funds from this non-compliant operator.

Dear Casino Guru Team,

I am opening this complaint against Milioner Casino due to a severe violation of Responsible Gambling principles and a complete failure to protect a vulnerable player.

On September 5th, I contacted the casino and explicitly stated that I wanted to close my account because I am a gambling addict and I have a serious gambling problem ("jestem uzależniony od hazardu i mam problem").

According to standard industry regulations and Casino Guru’s codex, a casino is obligated to close a player's account permanently and immediately upon receiving a self-declaration of gambling addiction. No further confirmation or marketing questions should be allowed.

Instead of an immediate lifetime ban, Milioner Casino failed to protect me. They kept my account active, asked whether I wanted a temporary break or to close the account, and engaged in discussing bonuses. Being an addict in a state of relapse, I succumbed to this temptation and subsequently asked for a no-deposit bonus.

Because the casino failed to close my account on September 5th, my account remained fully accessible. As a result, 3 days later, on September 8th, I was able to log in and deposit 9,000 PLN, which I subsequently lost.

The casino had 3 full days (72 hours) to process my clear statement of addiction. Any argument from the casino that I "did not confirm" the closure is completely invalid, as a declaration of addiction requires immediate, unconditional account termination.

I possess full evidence (screenshots) showing my explicit statement of addiction from September 5th, the casino's failure to block me, and my deposits from September 8th. I demand a full refund of the 9,000 PLN deposited after my clear declaration of addiction.

Thank you for your assistance.

Dear Mediator,

Yes, it is true that in response to their email asking for confirmation, I asked for a bonus instead. However, I must strongly emphasize that this happened ONLY because the casino failed to do its duty 3 days prior.

On September 5th, I clearly stated that I am a gambling addict. According to Casino Guru’s guidelines and standard Responsible Gambling policies, the casino was obligated to close my account IMMEDIATELY and PERMANENTLY upon hearing the word "addiction". They should never have sent me an email asking to "confirm" the closure, nor should they have left the communication channel open for retention.

As a vulnerable addict in a state of crisis, when the casino delayed the closure and left the door open, I lost control and fell into temptation, which led me to ask for a bonus. This is a recognized psychological symptom of gambling addiction. The casino's failure occurred on September 5th—had they applied an immediate lifetime ban as required, I would never have been able to ask for a bonus or deposit 9,000 PLN on September 8th.

Dear Mediator,

I would like to clarify and correct the chronology of events to ensure everything is accurate for the purposes of the investigation.

The deposit and loss of 9,000 PLN occurred on September 9th, not September 8th as previously mentioned. Furthermore, I would like to emphasize that as of today, September 11th, my Millioner Casino account is still fully active and open.

This chronological correction only underscores the scale of the problem affecting the casino. They received my clear statement of gambling addiction on September 5th. They had four full days to secure my account, yet they left it completely open, allowing me to deposit and lose 9,000 złoty on September 9th. Even now, almost a week later, they still haven't implemented mandatory self-exclusion.

Please update my complaint with the correct dates. The main issue remains the same: the casino completely failed to protect an individual who self-admitted to having an addiction.

Thank you for your emails and for the updates.

• Since September 5, when you first contacted the casino with your request to permanently close your account due to gambling problems, have you repeated this request or contacted the casino again regarding self-exclusion? If so, please specify when and how you contacted them, and forward these messages to me as well.
• Is your casino account still open, or has the casino closed it in the meantime? If it has already been closed, please specify the date when the closure took place.

Thank you for your reply. Attached is the key piece of evidence – a screenshot of my email, which clearly shows the casino's blatant negligence and deliberate disregard for my condition.

Below are the answers to your questions and a full chronology of events:

Have I repeatedly requested to close my account?

Yes, I repeated my contact, and the casino deliberately delayed the process. I sent the first, unambiguous message on September 5, 2026, at 9:01 AM. I wrote directly: "I am addicted to gambling, I have a problem." Instead of immediately blocking my account, the casino tried to persuade me to take a "break" (from 2 to 8 weeks) on September 6. On September 11, 2026, at 4:29 PM, I replied to their email again, categorically confirming: "Yes, I am requesting that you close my account because I am addicted to gambling." The casino completely ignored both messages.

Is your casino account still open?

Yes, my Millioner Casino account is still open and fully active. I was able to log in today (September 15th) without any problems. The casino has known about my addiction for 10 days and has done nothing to protect me.

Additional, egregious violation – SMS marketing:

I want to emphasize that throughout this entire period—despite knowing about my illness and addiction—the casino continually sent me text messages offering bonuses, encouraging me to continue playing. This is blatant and ruthless preying on an addict who was asking for help.

Due to the fact that the casino did not fulfill its basic obligations arising from the principles of responsible gaming (Responsible Gambling), on September 9 (i.e. 4 days after my first report) I deposited and lost another PLN 9,000.

Therefore, I categorically demand that the casino provide a full refund of the 9,000 PLN I was allowed to deposit illegally, as well as the immediate and permanent suspension of my account and removal of my data from their marketing systems. I am asking for your assistance in this matter.

Millionaire Casino didn't close my player account at all, what am I asking for them to close? I asked them on September 11th, I'm struggling with gambling addiction, I've already informed them twice about it and no response. You can normally log in to player accounts that haven't been closed at all.

Millionaire Casino should have protected me immediately and closed my player account when I wrote on September 5th clearly warning that I was addicted to gambling, that I had a problem, and not suggested a break from playing. I wrote again on September 11th that I was addicted to gambling. The casino did not even respond to my e-mail, sending me encouragement to continue playing, but I do not want to play because I have suffered losses of PLN 9,000 and have fallen into debt. Please help me with a refund.

Today I received another offer to play

I would also like to emphasize that I just logged in, the account is still open at Millionaire Casino, to encourage me to play, they gave me a bonus of PLN 880 and bonus games, which I will send and transfer soon. Instead of closing my account, they deliberately want to encourage me to play, knowing that I have a disease and an addiction, they are provoking me to relapse and to get into even greater debt. Please help me recover PLN 9,000.

I didn't even ask for these bonuses, they are provoking a sick person, please help and speed up the matter

I asked on live chat millionaire and proof to confirm that I have a cash bonus that I can play with

I wanted to inform you that I managed to close the account when I told Millionaire Casino that I had reported the matter to Casino Guru and that I would request a refund of the deposits paid yesterday, September 15, 2026. They still gave me bonuses of PLN 880 and free spins without my request. I did not play today after talking to the lady on the Millionaire live chat, I reported the closure again. When I said that I had filed a complaint, I managed to close the account, which I sent confirmation of the conversations to my email. Please help me recover PLN 9,000.

Dear Lukas1231

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, Igor (igor.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,

Veronika

Dear Lukas1231,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Millioner Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Millioner Casino representative to join this conversation and participate in resolving this complaint.

Dear Millioner Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear representatives of Igor Millionaire Casino, they claim that they have complied with all regulations, which is untrue. I did not respond to their email. I even wrote to them on September 12, 2026, repeatedly informing them that I am addicted to gambling and that I have a problem. They do not see that I openly said I am addicted to gambling and that I have a problem. They should have closed my account immediately. This was a clear signal that I am struggling with an illness. When I sent the email, they started sending me proof of bonuses. They allowed me to withdraw PLN 9,000, which is why I am in debt. Responsible gaming rules should have closed the account immediately when they heard about my problem. I wrote openly and directly that I am addicted to gambling and I have a problem. I know Millionaire Casino operates without a license. Dear Igor, please help me return these funds so that I can repay my debts. I am asking for help.

There is all the evidence, I have already sent it by e-mail because millionaire casino claims that I did not respond to their e-mail

Only when I said that I had forwarded the matter to casino guru did they close the account and before that they gave me a bonus tempting me to play and lose more money but I immediately wrote again that I was addicted and only then did they close my account. I informed them from the very beginning that I was addicted to gambling and had a problem.

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 Igor, Casino is not responding, I wonder if he will respond at all because there is no reaction

Dear Lukas1231,

I have repeatedly tried to contact Millioner Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

The casino operates without a valid licence and does not refer to any ADR service. Therefore, there is no additional gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor