Milky Wins Casino - The player's self exclusion failed.

Hi everyone

I'm a Uni student, I self excluded my account and I was told it was permanently closed without the option to be reopened.

They have then proceeded to send me promos and a clickable link to immediately reopen my account.

Of course having gambling issues I did, I quickly lost all my Uni food money for the month and this has left me feeling very suicidal.

They have since agreed they have broken their own terms and have said I can have a refund, which will help me buy food for this Uni month.

Now they are claiming I do not have enough ID verification.

I have sent

My bank card, the one I used on site.

My bank statements, showing their transaction details too

My utility bills

My driving Licence

How are these people allowed to get away with this and be promoted on a genuine site such as Casino Guru.

I ask for help in this matter.

Thank you for helping me.

Hello ok99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Milky Wins Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you request for self exclusion? How long after that did you reopen your account? Which exact documents are rejected by the casino? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Dear ok99,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Hi, I have sent you another email.

Dear ok99,

Thank you for the provided e-mail. Could you please also forward the e-mail where you requested the casino for permanent self-exclusion?

Hi, It was done over live chat.

Hello ok99,

Don't you have by any chance the transcript of that chat?

No, however its under review their side so they will know what you're speaking about.

Thanks.

Hello ok99,

Until it is under review, I will set back the timer on you. Please let us know if any update would happen.

Hello ok99,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

it’s obvious you don’t want to help, you’re an enabler basically.

No change of course regarding the refund.

Hello ok99,

We always have to respect the casino's waiting period for processing too. As there is no new update from their side, I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ok99,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Milky Wins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Milky Wins Casino Team,

Could you please clarify the player's situation in more detail? Will the casino refund the player's deposits?

Thank you in advance for providing the information.

We would like to ask  Milky Wins 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 will have a negative impact on the casino's rating.

Dear ok99,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru