The player from Germany had requested permanent self-exclusion from Miu Casino on April 29, 2024, which the casino had ignored. Despite reaching out via email and chat, his account was not closed, resulting in a loss of 1822 Euros. He sought a refund for the amount lost after the self-exclusion request. The issue was rejected by the Complaints Team, which concluded that the player would only be entitled to a refund if the self-exclusion had been requested due to a gambling problem, which was not the case here. Consequently, the complaint was closed.
MiuCasino - Player’s self-exclusion request has been ignored.
Amount: €1,822
MiuCasino
Safety Index:Below averageSafety Index
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5.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
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Hello, I requested a permanent self-exclusion at Miu Casino on April 29, 2024, which the casino has completely ignored. Below is what I sent, and I can provide the original email upon request.
Ok enough, do now a permanent self-exclusion with no reopening. I subscribed but didn’t receive it, the chat is almost never available or may answer 2 days later to solve the issue. They should be rated on Bonus.get by AskGambler for triggering bonuses they don’t provide and also for the chat that takes 2 days to respond. I received the following response but my account was not closed: To benefit from any bonus, you need to first subscribe to it. Once subscribed, you must meet the specified conditions to activate it. If a bonus is not activated, your deposit will proceed without the bonus being applied. This process helps prevent bonuses from being applied unintentionally. Bonuses are added automatically once conditions are met. By the way, could you specify which bonus you were interested in? If you have any questions or require further assistance, please feel free to reach out.
Best wishes,
Zorro
As you can see, my request for self-exclusion has been blatantly ignored.
I want to get back the money I lost after submitting the self-exclusion request. How can this casino display a banner on their website with such a disregard for player protection? The amount lost is 1822 Euros, which I want refunded without any further excuses.
Thank you in advance.
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3 months ago
Dear yasin61,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? If there is any other self-exclusion request or communication between you and the casino, please forward it to kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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3 months ago
Translation
Hello, I requested a self-exclusion and not a closure. The casino completely ignored this request, as you can clearly see in the email. No reference was made to my self-exclusion and I certainly don't have to pray 10 times for the casino to self-exclude my account. I submitted this request, it was ignored and that's it. Whether it's gambling addiction or because you weren't happy with the casino doesn't matter in this case, not like in other cases..... I submitted the complaint here because I've had experience with support and they're very likely to just block me and avoid everything. Despite that, I'm offering the casino to contact me directly as soon as possible and find a solution. And what's more, my account was never closed and those are the only conversations about it, I think this conversation is definitely enough because it makes it clear what was disregarded.
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3 months ago
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So in the 2 pictures of my emails above you can clearly see how they clearly ignored the self-exclusion. There are no ifs and no buts unless you want to actively disregard or support player protection and self-exclusion requests.
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3 months ago
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Hello again, I would also like to inform you that Miucasino has now self-excluded the account yesterday, 3 months after I submitted my permanent self-exclusion request. This means that I am entitled to get back the deposits minus the withdrawals made during this time. I have all transactions with dates if necessary.
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3 months ago
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And sorry, one more thing, this is also on miu's website: If you have any questions about responsible gaming, please contact support at support@miucasino.com . As you can see in my email, I clearly contacted miucasino support! However, the support completely ignored my request. 
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3 months ago
Thank you for your reply, yasin61. I am sorry to disappoint you, but for us, the reason behind self-exclusion or account closure is the most important information that defines how we proceed and what we believe players are entitled to. We believe that you would be entitled to a refund only if you requested self-exclusion due to a gambling problem. Only in this instance is the casino obliged to close the account and refund deposits if they were made after the request.
Considering that you requested self-exclusion because the casino didn't give you the desired bonus(es) and your account is now closed, I have no other option than to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
