MilkyWay Casino - La cuenta del jugador está cerrada y no tiene acceso a soporte.

The casino blocked my account during a game with a request for verification. The problem is that the documents cannot be uploaded, and the casino has also blocked my connection to the support team, even though it directs me to contact them. Support is not responding via email either. Now, I have no means of communication with the casino/support, technical assistance, or anything else. I also cannot use or withdraw my available funds, nor can I verify my account.

Казиното блокира профила ми по време на игра с искане за верификация.Проблема е,че документите не могат да се качат,а казиното блокира и връзката ми със съпорта, въпреки че ме праща към тях.По имейл съпорта също не отговаря.Сега нито имам вариант за комуникация с казиното/съпорт, техническа поддръжка,каквото и да е/,нито мога да ползвам или изтегля наличните средства,нито мога да верифицирам профила си.

Hello Player87,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Is their e-mail support not responding as well?
• When was the last time you contacted the casino?

Looking forward to your answer.

Regards,

Nick

Hi,

Sorry for my bad English,but i will try my best.

So, at 9.01.2025 i send a mail to support via Gmail/with my another mail,not registered in casino/.I said that i have problem with uploading documents,and beg for some help.Since today i have no answer.

Yesterday/18.01.25/ ,i make several deposits/i understand that maybe in one moment the casino thing something is doubtful, because my account is not verified-only email and phone number/ and then come the moment, that while playing they stopped my access to games and pop up the message "Dear Customer, please contact our support team".

Ok,i check my mail and there where the message to verify my account and what i need to do.So i know i can't upload the documents,and try to answer this mail (support@milkyway.casino) direct with send a pictures of documents.I received back my mails from MAILER-DAEMON with undelivered mail message.

Then I try to send just mail to ask if there way to help me,and since now /19.01.25/ there is no answer.

Also in this time i think it is good idea to text chat support,who helped me same day with other things (on occasion bonus with free spins.All day chat support helped me for all occasions and there where no problems).But when i opened the chat,i have no way to text.I tried several times, also log out and log in to make sure it's not something else with connection,but not -i have no way to text them.

So i have no idea what happened,and why i have denied access to all connections with the casino.

I understand that they want to verify my account,but what can i do when can't upload anything?I think must have other way to do it, like in other casinos.

So that is, thank you very much for paying attention to me!

(I wanted to send you some screenshots, but I couldn't here either.Probably the reason is in my phone.)

Hello Player87,

Would it be possible to forward any kind of communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Hi,

They unblocked my communication with chat,i text with them and say it what happened.They say to send email to support with the documents,i make it and then they unblocked my account to play.So for now the case is solved.

Thank you very much,im sure the reason is that I text here.

Dear Player87, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru