HomeComplaintsMilkyWay Casino - Player’s winnings haven’t been received yet.

MilkyWay Casino - Player’s winnings haven’t been received yet.

Amount: €250

MilkyWay Casino
Safety Index:Below average
Submitted: 16 Oct 2023 | Resolved : 01 Nov 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Greece has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The issue has been resolved successfully.

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1 year ago
Translation

The first time, they allowed me to withdraw 100 euros

without asking me for any identification.

The second time I tried to make a withdrawal, they asked for proof of identity. I sent them what they asked for, i.e., my new ID with an expiration date like all European citizens, my debit card front and back, a utility bill, and a selfie with my card and a paper that says MILKY WAY. After 3 days, they sent me an email asking me to send a second ID and a bank statement.


(support@milkyway.casino

5:42 pm (39 minutes ago)



Hello

The Security Service asks you to pass the verification process and provide us with a basic set of documents

• Selfie with ID card/passport

 Provide a selfie with an ID card, holding an ID card, and a piece of paper with the 'MilkyWay' text. The photo you sent was previously of poor quality.

• Photo of any other document that identifies your person (driving license, birth certificate, or other documents)

• An extract from the bank, which will contain your full name, card number, seal and signature of a bank employee.


Sincerely,

Milky Way Casino)


I believe they are deliberately obstructing to prevent me from making a withdrawal. The documents I have sent them should be enough to verify my account. I can't keep sending them my private documents constantly.

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1 year ago

Dear kiriakosantonatos9,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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1 year ago
Translation

I SENT THEM WHAT THEY ASKED FOR

THEN I TRIED TO EMAIL THEM AND THE OTHER THINGS THEY ASKED ME

BUT FOR SOME REASON THE EMAILS WERE NOT DELIVERED EVEN WHEN I CONTACTED THE LIVE CHAT

I WAS ALSO BLOCKED FROM THE CHAT.

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1 year ago

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1 year ago
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THEY RECEIVED THIS EMAIL BECAUSE THEY ASKED FOR THE CARD DETAILS WITH MY NAME THEN THEY CHEATED ME THAT THEY DON'T ACCEPT SCREEN SHOTS

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1 year ago

Dear kiriakosantonatos9,

Have you received your withdrawal from the casino yet?

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1 year ago
Translation

NO, I'M STILL WAITING FOR THEM TO IDENTIFY MY ACCOUNT AND THEY KEEP ASKING FOR DIFFERENT DOCUMENTS, I'VE EVEN SENT THEM A DETAILED STATEMENT FROM THE BANK.

STILL WAITING.

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1 year ago

Thank you very much, kiriakosantonatos9, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

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1 year ago

Hello there,

Thank you kiriakosantonatos9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MilkyWay Casino for their help in resolving this complaint. We would like to know what's the issue with the player's documents and what can we do to help resolve this.

Thank you!

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1 year ago

Hello everyone,

thank you for your information regarding this issue.


I see that they player's account has already been verified.

The support team also reports that the chat was not blocked to this player. Probably the player wasn't answering for a long time and therefore the chat was closed.


If you have any other questions, please let me know.


Best regards,

MilkyWay Casino

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1 year ago

Thank you very much for the update MilkyWay Casino Team.

Dear kiriakosantonatos9, let us know if your issue has been resolved or if you require any further assistance.

Thank you in advance!

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1 year ago
Translation

OK THANKS

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1 year ago

Dear kiriakosantonatos9, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

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1 year ago
Translation

GOOD EVENING, I HAVE MADE A WITHDRAWAL REQUEST SINCE 10/27 AND THE MONEY HAS NOT YET BEEN PAID.

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1 year ago
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THE PREVIOUS WITHDRAWAL I DID HAD NO PROBLEMS AND I WAS DEPOSITED THE NEXT DAY NOW THEY SENT ME THIS EMAIL.

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1 year ago

Hello kiriakosantonatos9@gmail.com,


we are so sorry for this techincal issue, but we can do nothing about it, but only:

1) send your winnings to another requisites/e-wallets

2) add it to playing account.


The money is not able to be received by your card and it comes back to us.


If you any questions, please let me know.


Best regards,

MilkyWay Casino


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1 year ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago
Translation

I RECEIVED THE MONEY

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1 year ago

Dear kiriakosantonatos9,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter

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