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