MilkyWay Casino - Player's winnings were confiscated due to accusations of multi-accounting.

I opened an account in this casino after i found out that they have the same owner as cadny.casino and i was lucky and won at their casino.

I was lucky and won at this casino also and made a withdraw.

After withdraw i get email saying that i need to upload selfie with name of the casino and also a video of me showing my crypto account.

I upload all this information and then not hear anything for few days and then today i get email that they confiscated my winnings and they sent me just my deposit back.

In the email they claim severall different reasons on why they can take my money but most of them claiming i have more than one accont or something like that.

I dont know if its because i have account at candy.casino but i could not find any terms saying i cant play here also then.

So i need some help with this since i dont think i have done anything wrong.

Dear vingrom2023,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Could you please send me the email you received from the casino regarding their accusations against you? My email is tomas@casino.guru

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,

Tomas

No one else in my household have played at this casino.

Yes i used their welcome bonus.

Ok i will forward the email from them.

Thank you very much, vingrom2023, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 vingrom2023,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MilkyWay Casino to join the conversation and participate in the resolution of this complaint.

Dear MilkyWay Casino,

Can you please provide more information regarding the decision to confiscate the player's winnings?

Kind regards,

Adam

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 vingrom2023,

I have been able to make contact with the casino via Skype and I am awaiting further information. I will therefore extend the timer one last time, in the hope that a resolution can be found.

If there is still no further response, the complaint will be closed as mentioned.

Kind regards,

Adam

Okey thank you

Dear vingrom2023,

The casino has replied and the case is still being discussed via Skype. As more time is required while we wait for evidence from the casino, I will extend the timer accordingly.

Thank you for your continued patience.

Kind regards,

Adam

okay

Any updates?

Hello vingrom2023,

I have received nothing further from the casino so I am going to contact them one last time in the hope of finding a resolution to your complaint. If there is still no response, the complaint will be closed as unresolved and have a negative effect on the casino's rating.

Kind regards,

Adam

ok thanks

I dont get whats taking so long time for them, if i had another account at this casino they should be able to just show that information easy right?

Hello vingrom2023,

I have tried to contact the casino repeatedly but had no further response. 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 Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Adam