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.

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 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

I made my last deposit on July 15th.

There is currently no access to the account.

I had an account when I first made the request.

Tein viimeisimmän talletuksen 15.7.

Tällä hetkellä ei ole pääsyä tilille.

Minulla oli tili olemassa, kun tein pyynnön ensimmäisen kerran.

I wanted to let you know that the casino has requested my bank details for a refund. They have not commented on the amount or processing time in any way.

Could we wait until the refund is made before closing the case?

Halusin kertoa, että kasino on pyytänyt pankkitietojani hyvitystä varten.he eivät ole kommentoineet summaa tai käsittelyaikaa mitenkään.

Voisimmeko odottaa, ennen casen sulkemista, kunnes hyvitys on tehty?

The casino is not responding to the response message, I have sent them my bank details by email.

Casino ei reagoi vastausviestiin, olen lähettänyt heille sähköpostilla pankkitiedot.

Was this under investigation?

Olikohan tämä tutkinnassa?

Thank you very much for your response. I would greatly appreciate it if you could kindly forward your latest communication with the casino regarding the refund. Have you submitted all of the requested information? Additionally, have you been given any indication of the timeframe for when it should be processed?

You can send the communication to my email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your cooperation.

Hi, I sent you the information via email. I have submitted the requested information to the Casino.

Hei, lähetin sinulle tiedot sähköpostitse. Olen toimittanut pyydetyt tiedot Casinolle.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Igor (igor.p@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,

Attila

Dear reksa,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Millioner Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Millioner Casino representative to join this conversation and participate in resolving this complaint.

Dear Millioner Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 reksa,

I have managed to get in touch with the casino representative outside of this thread, and they informed us as follows:

'the player's acc has been already closed and refund paid,'

Could you please confirm whether this information is correct?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear reksa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru