MilkyWay Casino - Player's winnings have been confiscated.

I played the welcome bonus at the casino and won €838.55. I also completed my account verification as requested. However, the casino then sent me an email stating that I had breached their rules, but they were unable to provide me with proof of any such breach.

They rejected my withdrawal and credited €100 back to my account, even though I hadn't asked for this. I would like to receive the full original withdrawal amount. In my opinion, this isn't fair and the casino seems to be attempting to cheat me out of my money. I'll be attaching the email they sent me below.

Dear thecodguya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you registered only one account at this casino?
• If yes, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I confirm that I have not created more than one user with the same IP address. This is the only user for me and my household.

Thank you very much, thecodguya, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, thecodguya!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

We have decided to extend the timer as it seems like we are establishing the contact with the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (compliance@gaming-curacao.com or info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K