The player from Germany requested account deletion and blocking due to gambling addiction, but continued to place bets and make deposits after the request. He reached out multiple times for support, but the account was not blocked, and he faced no restrictions.
Millioner Casino - Player’s account remains active despite self-exclusion request.
Opened
Current status
Waiting for casino to reply
0d -12h -23m -26s
Millioner Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
I requested a deletion and block on October 19, 2025, as I am a gambling addict. I contacted live chat and they referred me to an email address.
I did the same and wrote to them on the morning of October 19, 2025. I then placed a bet and won. I asked them not to block my account until the money was paid out. Despite reporting my gambling addiction, I was still able to play and deposit normally. I withdrew the money and then started depositing and playing again from November 3rd. I asked the live chat again to delete and block my account due to my gambling addiction and also contacted support. But nothing happened; I only received a response that gambling addiction must be combated, but the functions on the site were not restricted.
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1 month ago
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.
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1 month ago
Dear andreastueker,
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.
- How long have you been a player at this casino, please?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
- Could you please advise when was the last time the casino allowed you to deposit?
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
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,
Katarina
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1 month ago
Translation
Hello, I have forwarded several emails to you now.
I was able to add it today around 9 am.
After several emails regarding account suspension, I even received a call from a VIP advisor of the casino and was credited with free spins and cashback, even though they had received all my emails.
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1 month ago
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Could you please inform the casino that the account needs to be blocked immediately? I'm receiving emails about being a VIP cashback customer and I've continued to deposit funds.
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1 month ago
Dear andreastueker
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 ([email protected]). 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,
Katarina
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1 month ago
Dear andreastueker,
I am sorry to hear about your problem with Millioner Casino.
Since Millioner Casino never replied to the complaint before, I will now try to contact a Millioner Casino representative via email. Hopefully, they will join this conversation and participate in resolving your complaint.
If a Millioner Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.
Best regards,
Igor
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1 month ago
Translation
Didn't you contact the casino through this platform?
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3 weeks ago
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.
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2 weeks ago
Hello everyone,
I’ve managed to get in touch with the casino representative via email.
I will inform you when there is any update.
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2 weeks ago
I have sent the information requested by the casino. They said they are looking into it and will hopefully reply soon.
We are also adding them into our system at the moment, so they might respond directly in this complain
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1 week ago
Hello everyone,
I have received an email from the casino with additional information.
Dear andreastueker,
Please confirm, deny, or provide more information regarding the following statements. If anything is incorrect, feel free to correct me:
- You requested self-exclusion on 19/10 but didn’t respond to the confirmation email sent by the casino.
- On 21/10 you requested account closure, but without providing any specific reason.
- The disputed amount represents the deposits made after your initial request on 19/10?
- Your account should have been closed since 21/11, is that correct?
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1 week ago
Translation
Hello,
I submitted a self-exclusion request on October 19, 2025. I had a balance of €2,400 in the account and stated that I would delete the account after withdrawing the balance. I had already disclosed my gambling addiction. What happened on October 20, 2025?
I received a call from the casino, and my "VIP advisor" was on the line, offering me cashback and free spins. But not a word about gambling addiction or account suspension.
The payout was delayed. I contacted the casino to ask why it was taking so long. I was only allowed to request a maximum withdrawal of €500 per day. The payout of the full amount took almost 12 days.
During that time, the account was not restricted. I could still deposit funds. However, I did not do so.
After the money was credited to the account, I wrote to them again to confirm that I had received the money and that, as agreed, the account should be deleted due to gambling addiction.
This was on November 6, 2025. Nothing happened. I wrote to them again on November 20, 2025, and mentioned that Casino-Guru would be involved. As a result, on November 21, more than a month after I self-excluded, they deleted the account.
The reason for the self-exclusion due to gambling addiction had been known to the casino since October 19, 2025, and the casino only reacted a month later after Casino-Guru had written to the casino.
The disputed amount is more than 4,000 euros and not the 2,000 euros stated.
I request a response and prompt payment of the disputed sum.
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1 week ago
Dear andreastueker,
Thank you very much for the clarification and the additional information.
I have a few more questions. Again, feel free to add any relevant details.
- The call with your VIP advisor that you mentioned — was this the email exchange you had on 20/10, or was it a different one?
- During that conversation, did you inform your VIP advisor that you have a gambling problem?
- Did you receive any response from the casino regarding your email from 6/11?
- Would it be possible for you to provide a bank statement showing all deposits made from 19/10 onward?
Thank you in advance.
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1 week ago
Translation
The phone call was on October 20, 2025, and I received another call.
I received a call from the VIP advisor. At first, I thought he was calling about my gambling addiction. But he promised me a cashback, and I simply asked if I hadn't seen the emails about wanting to close my account due to my gambling addiction. He just said the department would take care of it.
The next day I wrote to the casino again, requesting that the account be closed!
What do you mean by the email from June 11th?
I will send you the bank statement.
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1 week ago
Dear andreastueker,
So during this call (20/10), you informed your VIP advisor that you had already requested self-exclusion by email earlier, is that correct?
Have you ever received a phone call from your VIP advisor, or from anyone else at the casino, before?
And to clarify, that third question in my previous message was about the 6th of November.
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1 week ago
Translation
Hello, yes, that's correct. I informed him, and yes, I received another call from the VIP advisor.
No, there was no response to my email from November 6th. On November 20th, 2025, I wrote again, informing them that I would be consulting a lawyer and that they should respond to their complaint. The account was then blocked the following day.
You also asked the casino to close the account.
Best regards
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1 week ago
Dear Millioner Casino,
The player stated that he had a call with his VIP advisor, to whom he informed about his previous self-exclusion requests.
Could you please comment on that?
Especially the fact that the player was informed by his advisor that the department would take care of it?
