The player from Italy wins approximately €2,500 at Millioner Casino but subsequently loses some funds, leaving her with a balance of €2,329. After requesting a €500 withdrawal, her request is reversed, and she loses access to her account. She seeks assistance to recover her balance after not receiving a response to her emails.
Millioner Casino - Player's withdrawal has been reversed and account is inaccessible.
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Waiting for casino to reply
0d 15h 23m 40s
Millioner Casino
Safety Index:Above averageCase summary
Discussion
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1 week ago
Translation
Hi, I've been playing at Millioner Casino these days and was lucky enough to win a nice sum playing the Pragmatic and Hacksaw slots, reaching a winnings of around €2,500.
I continued to play these days and lost some money, down to €2329, so yesterday I decided to request the first withdrawal of €500 (the maximum limit for a single withdrawal is €500 so I couldn't ask for more).
Today, all of a sudden, my withdrawal was reversed, and I can no longer access my account. Considering I deposited about $900 into this casino, I'm worried about my balance and hope you can help me recover it.
I hope this issue can be raised with the casino team as soon as possible as they are not responding to my emails.
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1 week 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 week ago
Dear nan74,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal being reversed and your account becoming inaccessible.
To better understand your situation and assess the case properly, I would like to ask you a few additional questions:
- Could you please confirm whether your winnings were accumulated purely from real money, or if any bonus was used at any stage?
- Did the casino request any identity verification (KYC) documents from you before or after your withdrawal request? If yes, did you submit them?
- Have you received any communication from the casino explaining why your withdrawal was reversed or why your account is no longer accessible?
If you have any communication with the casino (emails, chat transcripts, or screenshots of your account, balance, or withdrawal request), please feel free to upload them here or forward them to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 week ago
TranslationDear Petronela,
- My winnings were obtained by playing with real balance on Hacksaw and Pragmatic slots
- The casino hasn't asked me for any documents so far, it just cancelled my withdrawals and blocked my account from one moment to the next.
- I have not received any communication from the casino (other than the automatic withdrawal cancellation messages), I contacted the casino but have not received any responses yet, so I am turning to you
I hope you can help me because I had deposited more than 900 euros of my own so I'm worried about my balance and I hope I can recover it despite how they are behaving.
thanks in advance
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6 days ago
Dear nan74,
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, Jana (jana.k@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.
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6 days ago
Dear nan74,
I sincerely apologize for the inconvenience you have experienced with your account being blocked. I will reach out to the casino promptly to seek a resolution for this matter. Additionally, I would like to invite a representative from Millioner Casino to join this discussion and assist in addressing this complaint.
Dear Millioner Casino,
Could you please clarify the reasons behind the player’s account being blocked? We would also appreciate any evidence you could provide to support your explanation. You may respond here or send the information directly to my email address at jana.k@casino.guru.
Thank you in advance for your cooperation.
Kind regards,
Jana
