Millioner Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei otettu huomioon.

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.

Kuvaus tilanteesta

Pyysin Millioner.com-kasinoa sulkemaan pelitilini pysyvästi 19.12.2025 rahapeliongelmani vuoksi. Kerroin sähköpostissani selkeästi, että kyse oli peliongelmasta, ja pyysin estämään pääsyn sivustolle pysyvästi sekä lopettamaan kaiken markkinoinnin. 

Kasino vastasi, että tili suljetaan vahvistukseni jälkeen. Annoin pyydetyn vahvistuksen 22.12.2025, minkä jälkeen Millioner vahvisti kirjallisesti, että tilini on suljettu pyynnöstäni.  

Tästä huolimatta pystyin myöhemmin kirjautumaan samalle käyttäjätilille, tallettamaan rahaa ja pelaamaan. En avannut uutta pelitiliä, vaan kyse oli samasta tilistä, jonka sulkemisen kasino oli aiemmin vahvistanut.

Tilin olisi pitänyt olla pysyvästi suljettu vastuullisen pelaamisen perusteella. Jos itse-esto olisi toteutettu asianmukaisesti, minun ei olisi ollut mahdollista kirjautua tilille tai tehdä talletuksia.

Tämän seurauksena talletin ja hävisin yhteensä 2 110 euroa.

15.7.2026 vaadin kasinolta koko summan palauttamista, koska katson tappioiden aiheutuneen siitä, että kasino epäonnistui toteuttamaan pysyvän itse-eston. 

Kasino ei ole kiistänyt tapahtumien kulkua. Se on ilmoittanut sulkeneensa tilin uudelleen sekä siirtäneensä asian erillisen osaston käsiteltäväksi, mutta ei ole ottanut kantaa hyvitysvaatimukseeni eikä selittänyt, miksi pysyvästi suljettu tili oli jälleen käytettävissä.  

Katson, että kasino on laiminlyönyt vastuullisen pelaamisen velvoitteensa sallimalla pysyvästi itse-estetyn asiakkaan kirjautua tililleen, tallettaa rahaa ja pelata. Tämän vuoksi pyydän Casino Gurua auttamaan asian ratkaisemisessa ja suosittamaan, että Millioner.com palauttaa itse-eston rikkomisen aikana menetetyt 2 110 euroa.

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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