Millioner Casino - La cuenta del jugador ha sido cerrada.

On March 23rd, Millionaire Casino blocked my account with €2,300 still in it and cancelled the two withdrawals I had requested:

I've contacted the casino several times about this, and their only response is that I violated their terms and conditions, without going into specifics. I'm sure I played within their terms; I simply had the good fortune of winning on Hacksaw and Pragmatic slots, so I believe the casino should refund me the remaining balance in my Millionaire account.

Il casino Millioner il 23 Marzo ha bloccato il mio conto con 2300 euro ancora dentro e ha annullato i 2 prelievi che avevo richiesto:

Ho contattato il casino diverse volte a riguardo e la loro unica risposta è che ho violato i loro termini e condizioni, senza andare nello specifico. Io sono sicura di aver giocato rispettando i loro termini, ho semplicemente avuto la fortuna di vincere giocando alle slot hacksaw e pragmatic, quindi ritengo che il casino mi debba restituire il saldo residuo nel mio conto Millioner.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus?
• Could you please forward me the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru?
• Did you pass the full KYC verification at this casino before your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

HI,

• I accumulated winnings with both real balance and bonus
• The casino essentially told me that they thought I violated their terms and conditions, but I'm sure I played normally and didn't violate any rules. It's my only millionaire account; I simply played slots and was lucky enough to win. I think the casino should refund my balance, or AT LEAST my deposits.
• no, I was not asked to complete the kyc

Ciao,

• ho accumulato le vincite sia con il saldo reale che con il bonus
• il casino mi ha essenzialmente detto che secondo loro ho violato i loro termini e condizioni, ma io sono sicura di aver giocato normalmente senza violare nessuna regola. E' il mio unico account millioner, ho semplicemente giocato alle slot e ho avuto la fortuna di vincere, penso che il casino debba restituire il mio saldo o ALMENO i miei depositi
• no, non mi è stato chiesto di completare il kyc

Hello rag774,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear rag774,

I have reviewed your complaint history and noticed that you already submitted a complaint regarding the same issue with the same casino a few months ago.

Please note that according to our policy, we publish each complaint only once. Your previous complaint was rejected because we received evidence from the casino that you had created multiple accounts.

Please refrain from submitting the same complaint multiple times.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards

Veronika