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.