The player from North Rhine-Westphalia requested assistance regarding their gambling addiction, which they had reported multiple times to Miucasino. Despite this, the casino allowed them to continue depositing between 4000 and 5000 euros. They sought help to recover a portion of their funds. The Complaints Team reviewed the player's evidence but found that the requests submitted were insufficient for a refund claim, as the casino's obligation to protect the player in light of their gambling issues was not clearly communicated in the requests. Consequently, the complaint was rejected, and the player was advised to ensure future communications with online casinos explicitly mentioned their gambling problems.
MiuCasino - Player seeks refund for losses despite self-exclusion.
Amount: €4,000
MiuCasino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Dear CasinoGuru Team, I have mentioned my gambling addiction several times at Miucasino and have sent emails about it. Unfortunately, these were ignored, and they allowed me to continue depositing. The amount involved is between 4000 and 5000 euros. I have screenshots and emails as proof. Please help me get a portion of my money refunded. Thank you very much.
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1 month ago
Dear phein67,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MiuCasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please send me the self-exclusion requests you sent to the casino?
- Could you please share your communication with the casino or any supporting evidence on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,
Tomas
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3 weeks ago
Translation
Email and deposits are sent with date proof
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3 weeks ago
Translation
I sent the email. Unfortunately, the casino blocked me in the chat and is not responding. No comment, not a single word. That shows you what kind of band this is. I hope the evidence I sent in the email is enough.
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3 weeks ago
Dear phein67,
Thanks for your emails and update.
I went over the emails you sent, but the requests you sent are to ask for a bonus or to close your account.
- Have you informed the casino about your gambling addiction or your struggle to control your gambling at any point?
- Could you please share your refund request sent to the casino that led to your account being blocked?
If you have any open casino accounts, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
I'll wait for your reply.
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3 weeks ago
Translation
Dear Tomas, I have just sent you the email with proof of the email. I can no longer access the site and the chat no matter what device I use, please help me here
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2 weeks ago
Dear phein67,
I am sorry, but the request you submitted isn't satisfactory for us to request a refund on your behalf.
In our view, the casino has the obligation to protect you when you inform them about a gambling problem, gambling addiction, or your struggle to control your gambling, which your request doesn't elude to. If such protections fail, the player is eligible for a refund.
I tried checking the website for alternative contact information, but the website is unavailable to me as well.
If the website becomes accessible again, please ensure the casino is informed about your gambling problems by sending another email or contacting live chat support.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. The email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of Birth:
Casino login:
Email address:
"Greetings Miu Casino support,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason for my decision is xxx (due to gambling problems)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
The template for self-exclusion requests can also be found using our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
Please let me know if there are any circumstances I might have overlooked, otherwise, I'll close the complaint.
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2 weeks ago
Translation
I've done that several times in the past by sending emails without success. Only after I posted the message here did they immediately close the account so that I couldn't save any evidence. Luckily I can prove this with transactions. I don't think the site will be available anymore because they're bankrupt and fraudsters.
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