MilkyWay Casino - El reintegro del jugador se ha retrasado.

Well, like every player, I was looking for casino bonuses and I found this one. When you registered, they gave you 25 fs, which I quickly lost. I want to clarify why that was the reason I signed up. I thought it was reliable, but look how they applied it to me:

I saw in the casino bonuses that for a deposit of $ 10 they gave me 25 fs without wager and that was a good price for me, so I made the deposit and they credited me the spins that paid me $ 7 and I said no, well no, I reached the minimum withdrawal and decided to continue in the same slot that gave me the spins and it turns out that they gave me the bonus and paid me more than $ 100 usd total that reached $ 136 and I decided to withdraw very confidently and almost 100% sure that the withdrawal was going to arrive and I see that it is the withdrawal option, the Coin in which I had deposited which was XRP does not appear and apart from that the withdrawal procedure from that casino was confusing to me, I went to support and I only asked if they could explain to me how to withdraw and they tell me this:

Bueno pues como todo jugador andaba buscando bonos de casino y me encontré con este que al registrarte te daban 25 fs que los perdí rapidamente aclaro esto por qué esa fue la causa de inscribirme y me pareció confiable pero vean como me la aplicaron :

vi en los bonos del casino que por un depósito de $10 use daban 25 fs sin wager y eso me precio bien lo cual realicé el deposito y me acreditaron los giros que me pagaron $7 y dije no pues no al mínimo de retiro llego y decidi seguir en el mismo slot que me dieron los giros y resulta que me da el bonus y me paga más de $100 usd total que llego a $136 y decidí retirar yo confiadisImo Y casi 100% seguro que el retiro me iba a llegar y veo que es la opción de retirar no me aparece la Coin en la que había depositado que fue XRP y aparte el procedimiento del retiro de ese casino se me iso confuso lo cual fui a soporte y solo le digo que si me podía explicar como retirar y me dice esto :

Dear yoanaduarte10,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It's not that it was my deposit it was not bonus money and go with what I

they leave If it were a duplicate account, I would have no problems.

They cancel it but it is not their only excuse and they apply it to me

They give it as a bonus, well, there's no need to explain it to you if you can see it. After all this, I was so angry that I went to tell them about even the things I shouldn't and I simply no longer have a bonus or balance or anything.

No es que fue mi depósito no fue dinero del bono y ve con lo que me

salen si fuera cuenta duplicada si problemas me

la cancelan pero no es su única excusa y me la aplican que me

lo dan en bono bueno no hace falta explicarte si lo puedes ver, después de todo esto pues estaba enojadísimo que fui a decirles hasta de lo que no y simplemente ya no tengo ni bono ni saldo ni nada

Did you see the support response when I told them what the problem was and they

He says he doesn't know and I

I am surprised because how could he not know, so he deletes the message that he doesn't know and deletes everything, but I had already taken screenshots, in fact I have everything from the

my deposit from my withdrawal balance canceled

Viste la respuesta de soporte cuando le digo que si cual es el problema y me

dice que no lo sabe y me

sorprendo por que como no va a saber a lo cual borra el msj de que no lo sabe y borra todo pero yo ya había tomado capturas de echo tengo de todo del

mi depósito de mi saldo del retiro cancelado

It's totally unfair, it's a blatant robbery and I burned it.

It makes me more angry than with what lie they want to tell you, because they are not going to be. If they help me, I have everything to prove the truth.

Es totalmente injusto, es un robo mis descarado y lo queme

da mas coraje que con que mentira se la quieren sacan por que no lo vana a ser si es que me ayudan tengo todo para comprobar la verdad

Dear yoanaduarte10, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you ever had an account with this casino before registering the one you are using now?

Are you aware of any duplicate accounts that may be linked to you?

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

Can you explain what exactly happened with the bonus? Did the casino confiscate all your winnings from the bonus due to the alleged duplicate account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

I already sent you some things to your email but I have more proof that I'm telling the truth, my other question is if you ask the casino directly and ask for proof of what they're saying that is obviously a lie, or just because they tell you do you already believe it? Why do I demand to see the proof if they send it so I can disprove them. I can't believe that for $130 they lose a player that they are seeing depositing on the site, or does that mean that they are only there to steal from users because if it weren't like that they would have handed them over to me and they know that sooner or later I will return them in deposits if not I always win! But they didn't decide to steal from me and get into trouble at first

Ya te mande a tu correo algunas cosas pero tengo más pruebas de que estoy diciendo la verdad, mi otra duda es si ustedes les preguntan directamente al casino y les piden pruebas de lo que están diciendo qje obvio es mentira, o solo por que ellos te dicen ya lo creen? Por qué yo exijo ver las pruebas si es que las envían para yo desmentirlos. No puedo creerle que por $130 dólares pierdan un jugardor que están viendo que deposita e el sitio, o eso quiere decir que solo están para robar a los usuarios ya que si no fuera asi me los hubieran entregado y ellos saben que tarde qje temprano los vuelvo a regresar en depósitos si no siempre se gana! Pero no decidieron a la primera robarme y meterse en problemas

And if you please, I ask you to be quick since I was almost sure that I would have that money in my pocket because it was the right thing to do, I wasn't doing anything for them to do that to me and I already had that money for some things 🥹

Y si porfavor les pido que sea rápido ya que yo estaba casi seguro de que ese dinero lo tendrá en mi bolsa por que era lo correcto no estaba cometiendo nada para que me hicieran eso y ya hasta contaba con ese dinero para algunas cosas 🥹

I have everything necessary to win this case, I just ask you to take it seriously and ask them for proof of what they are claiming, please.

Tengo todo todo lo necesario para ganar este caso, solo les pido qe tomen importancia y que les pidan prueba la a ellos de lo que están afirmando porfavor

It's not fair to have them in that security index range, they are damn thieves, and I asked a group of friends who did advise me that if it was worth filing a complaint and they told me to do it because they were stealing from me since even if it were true that I had a duplicate account they would only exclude me from the bonuses or eliminate my bonus balance, but it was the real balance of my deposit.

No se vale que los tengan en ese rango de índice de seguridad son unos malditos rateros, y pedí consejo a un grupo de amigos que si que hacía que si si valía la pena poner queja y me dijieron que lo hiciera por qe si me estaban robando ya que si hasta si fuera verdad que tuviera cuenta duplicada solo me tendrían excluidos de los bonos o me eliminarían mi saldo bono, pero fue saldo real de mi depósito

Dear yoanaduarte10, to better understand your case, could you please provide more information regarding the bonuses you used?

Do you have a link to the promotion or a screenshot of the bonus offer?

Where did you find the information that the free spins were without wagering requirements?

Did the casino send you this offer by email, through on-site promotions, or somewhere else?

If possible, please also share the terms and conditions that were shown with the bonus.

Additionally, could you kindly request your game history in Excel format directly from the casino and forward it to my email address: dominika.l@casino.guru? This will help us analyze your situation more thoroughly.

Dear yoanaduarte10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru