Millioner Casino - Player's self-exclusion request was ignored.

Description of the situation

I asked Millioner.com Casino to permanently close my account on December 19, 2025 due to my gambling problem. I clearly stated in my email that it was a gambling problem and asked to permanently block access to the site and stop all marketing.

The casino replied that the account would be closed after my confirmation. I provided the requested confirmation on 22.12.2025, after which Millioner confirmed in writing that my account had been closed at my request.

Despite this, I was later able to log in to the same account, deposit money and play. I did not open a new account, but it was the same account that the casino had previously confirmed was closed.

The account should have been permanently closed for responsible gambling. If the self-exclusion had been implemented properly, I would not have been able to log into the account or make deposits.

As a result, I deposited and lost a total of 2,110 euros.

On July 15, 2026, I demanded a full refund from the casino because I believe the losses were caused by the casino's failure to implement a permanent self-exclusion.

The casino has not disputed the course of events. It has stated that it has closed the account again and transferred the matter to a separate department, but has not commented on my refund request or explained why the permanently closed account was available again.

I believe that the casino has failed in its responsible gaming obligations by allowing a permanently self-banned customer to log into their account, deposit money and play. I therefore request Casino Guru to assist in resolving the matter and recommend that Millioner.com refund the €2,110 lost during the self-ban violation.

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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 the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Have you already had an account at Millioner Casino when you first made your self-exclusion request?

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

I made my last deposit on July 15th.

There is currently no access to the account.

I had an account when I first made the request.

I wanted to let you know that the casino has requested my bank details for a refund. They have not commented on the amount or processing time in any way.

Could we wait until the refund is made before closing the case?

The casino is not responding to the response message, I have sent them my bank details by email.

Was this under investigation?

Thank you very much for your response. I would greatly appreciate it if you could kindly forward your latest communication with the casino regarding the refund. Have you submitted all of the requested information? Additionally, have you been given any indication of the timeframe for when it should be processed?

You can send the communication to my email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your cooperation.

Hi, I sent you the information via email. I have submitted the requested information to the Casino.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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,

Attila

Dear reksa,

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.