MilkyWay Casino - Pelaajan voitot on takavarikoitu.

If you use the high roller bonus and increase your balance to approximately €4400 before requesting a withdrawal,

I was asked to verify my identity, so I submitted everything.

However, after a while, my balance was forfeited for violating the terms of service. While the deposited funds were returned, I'm not satisfied with the outcome.

I'd like you to investigate what this means.

ハイローラーボーナスを利用し、残高を約€4400まで増やして出金申請すると、

本人確認を求められたのですべて提出。

しかししばらくすると利用規約違反で残高没収。入金分は返ってきたが納得できない。

どういうことか調べてほしい

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.

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.

• Could you please send me a link or a screenshot of the high roller bonus you activated and played with?
• What games did you play while your bonus was active?
• Could you kindly forward me the email you received from the casino after your winnings were forfeited at veronika.f@casino.guru?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

- The bonus is only visible when logged in, and my account is blocked, so I can't send a screenshot.

I played slots.

・Sent. Please check.

No, it was my first withdrawal request.

I was asked for KYC (Know Your Customer) verification, so I sent it to the casino.

・ログインしないと見えないボーナスで、アカウントがブロックされていて、スクリーンショットを送れません。

・私がプレイしたのはスロットです。

・送信しました。確認してください。

・いいえ、初めての出金申請でした

・KYCを求められたのでカジノに送りました。

Thank you for your response and for forwarding the email from the casino.

Based on the message you received, it appears that the casino closed your account due to an alleged breach of their multiple accounts policy. Please allow me to ask you a few additional questions to clarify the situation:

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Could you please specify which documents you submitted to the casino for the verification of your account?

I play this game by myself, and my family doesn't play it either.

I don't use that kind of software.

I submitted a selfie holding my ID and my resident registration certificate.

Here's a screenshot of a cryptocurrency wallet.

私一人でプレイしていますし、家族もプレイしていません。

そういうソフトウェアは使用していません。

私が提出したのは身分証を持ったセルフィーと住民票

さらに仮想通貨ウォレットのスクリーンショットです

Dear hinahina45

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you hinahina45 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MilkyWay Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

Dear hinahina45,

We have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina

Casino.Guru

Dear hinahina45,

We reopened this case because the MilkyWay Casino representative contacted us and provided further information regarding this case.

I have been provided with evidence supporting the casino’s decision. Unfortunately, after gathering and carefully reviewing all relevant information and evidence, we have concluded that this complaint must be rejected as Unjustified due to a breach of the casino’s terms and conditions relating to multiple/duplicate accounts.

A fundamental principle within the online gambling industry is that each player must register only one account which is accessed and operated exclusively through their own account and device. This requirement serves several important purposes, including maintaining the integrity of the operator’s security and verification procedures, preventing account sharing, and allowing the casino to reliably distinguish between individual users.

As an independent dispute resolution body, we have thoroughly reviewed all submitted information and evidence. Based on our assessment, the casino acted in accordance with its terms and conditions, as previously communicated to you by the casino team:

5.4. You are only allowed to register one Account with the Service. Only one Account for each household, IP, PC is allowed. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf. If you attempt to open more than one Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@milkyway.casino. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Player Account you must notify us immediately. Failure to do so may lead to your Player account being blocked for access.If the discrepancies between the name of the account holder in the milkyway.casino and the name of the credit card holder through which the deposit was made are detected, this will also result in the blocking of all Accounts and termination of all payments.

By registering your account, you agreed to comply with the casino’s rules and terms. As with all players, it is your responsibility to understand and adhere to these rules.

For the future, I can only recommend that you familiarize yourself with and follow the applicable terms and conditions to help avoid similar situations in the future.

Should you encounter issues with this or any other casino in the future, please feel free to contact us, and we will try our best to assist within the scope of our capabilities.

Best regards,

Kristina

Casino Guru