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