Millioner Casino - Pelaajan kotiutus on peruttu, eikä tilille ole pääsy.

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.

Salve, in questi giorni ho giocato su Millioner Casino e ho avuto la fortuna di vincere una bella cifra giocando alle slot pragmatic e hacksaw, fino a raggiungere i 2500€ di vincita circa.

Ho continuato a giocare in questi giorni e ho perso un po' di soldi, scendo a 2329€, dunque ieri ho deciso di richiedere il primo prelievo da 500 (il limite massimo per singolo prelievo è 500 quindi non potevo chiedere di piu).

Oggi tutto ad un tratto il mio prelievo è stato annullato e non posso piu accedere al mio conto. Considerando che ho depositato circa 900 miei su questo casino, sono preoccupata per il mio saldo e spero possiate aiutarmi a recuperarlo.

Mi auguro che questa problematica possa essere sottoposta al team del casino al piu presto dato che non rispondono alle mie email.

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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

Dear 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

Cara Petronela,

• le mie vincite sono state ottenute giocando col saldo reale su slot hacksaw e pragmatic
• il casino non mi ha chiesto nessun documento fin'ora, mi ha solo annullato i prelievi e bloccato il conto da un momento all'altro
• non ho ricevuto comunicazioni dal casino (oltre ai messaggi automatici di annullamento del prelievo), ho contattato il casino ma non ho ancora ricevuto risposte, quindi mi rivolgo a voi

Spero possiate aiutarmi perché avevo depositato piu di 900 euro miei quindi sono preoccupata per il mio saldo e spero di poterlo recuperare nonostante come si stanno comportando

grazie in anticipo

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.

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

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 all,

Thank you for your continued patience.

This is to inform you that we are currently reviewing your case. We will provide you with a detailed update as soon as possible.

Kind regards,

Millioner

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 all,

We sincerely apologize for the delay in our response.

We regret to inform that our internal team still requires an additional time to finalize the necessary details before we can proceed with your request. 

We anticipate providing a further update as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

Millioner Casino team.

Dear Millioner Casino,

We hope this message finds you well. We wanted to bring to your attention that the timer has unfortunately expired. We would greatly appreciate any updates you may have that could assist us in moving forward with this case. Thank you for your attention to this matter.

All I ask of the casino is to refund my Millioner account balance. I hope the casino can accommodate my request as soon as possible.

Tutto ciò che chiedo al casino è di restituirmi il saldo presente nel mio account Millioner, spero che il casino possa accogliere la mia richiesta al piu presto.

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 Jana,

We have sent an email attached with evidence for your further review.

We look forward to your update.

Kind regards,

Millioner Casino team.

Dear nan74,

After carefully reviewing the evidence from the casino, it has become clear that there has been a breach of the casino's terms and conditions due to the creation of multiple accounts. As a result, I regret to inform you that I must reject your complaint. Please feel free to reach out to us if you encounter any issues in the future; we are here to help.

We have reopened this complaint at the request of nan74. Our aim is to provide this case with another opportunity for resolution, and to assist both parties in reaching a mutually satisfactory conclusion.

Dear nan74,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Since my previous account was closed at my request and the new millioner account was opened only after the previous one was closed, I believe that no casino terms and conditions were violated.

Therefore, I believe I am entitled to a full refund of the remaining balance or at least a refund of the deposits.

Dato che il mio account precedente era stato chiuso su mia richiesta e il nuovo account millioner è stato aperto solo in seguito alla chiusura del precedente, ritengo che non siano stati violati termini e condizioni del casino.

Pertanto ritengo di avere diritto alla restituzione del saldo residuo nella sua interezza o almeno il rimborso dei depositi.

I kindly ask Casino Guru to include the message I sent requesting the reopening of the complaint here, as it is a detailed message in which I provided further details.

Chiedo gentilmente a casino guru di includere qui il messaggio che ho inviato per chiedere la riapertura del reclamo, in quanto è un messaggio dettagliato in cui ho fornito ulteriori dettagli.

Dear Millioner Casino,

I hope this message finds you well. I am writing to kindly request a reconsideration of the decision regarding the player’s account and balance.

To provide some context, the player’s previous account was closed at her own request on March 1, 2026. The email confirming this closure stated that she could reach out to you if she wished to reopen her account in the future.

On March 20, 2026, the player created a new account. While she acknowledges that this constitutes a second account, it is important to note that her previous account had already been closed, and both accounts were never active at the same time. Additionally, she was not informed that the creation of a new account post voluntary closure would be regarded as a violation or lead to the confiscation of her balance.

The new account was accepted, and the player was permitted to deposit and play without any notification of issues arising. At the time of closure, her balance amounted to €2,329, earned through regular gameplay.

In light of these circumstances, we kindly ask you to reconsider your decision and process a refund of the player’s remaining balance. If the creation of the new account is deemed a technical violation, we would appreciate your consideration in refunding the deposits made to the new account instead of confiscating the entire balance.

The email confirming the closure of the previous account is particularly relevant to this matter and should be considered during your review.

Thank you very much for your time and cooperation. Your understanding regarding this situation is greatly appreciated.

Kind regards,

Jana

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 nan74,

I hope this message finds you well. I wanted to update you on the situation regarding your attempt to contact the casino. Unfortunately, I have made several attempts to reach out to them without success. Regrettably, there seems to be limited recourse available without their cooperation. Given that the casino is operating without a valid license and is not affiliated with any Alternative Dispute Resolution (ADR) service, we do not have a gaming authority to approach for assistance.

As a result, I will have to categorize your complaint as "unresolved" in our system. I genuinely understand that this may not be the ideal resolution for you. However, it is my hope that the negative impact on the casino's rating due to unresolved complaints may encourage them to reconsider their approach. Should the casino respond to the situation, we will promptly reopen your complaint and notify you through email.

For future reference, I kindly suggest selecting casinos based on their reviews and ratings to help avoid similar situations. I sincerely apologize for any inconvenience this experience may have caused, and I wish we could have been more helpful during this time.

Best regards,

Jana