Millioner Casino - La cuenta del jugador no se ha cerrado según lo solicitado.

Subject: Complaint against Millioner Casino – Failure of Responsible Gambling tools and account closure request ignored

Description of the issue:

Dear Casino Guru Team,

I am writing to file a formal complaint against Millioner Casino due to a severe breach of Responsible Gambling principles and their failure to protect a vulnerable player.

I am a gambling addict and I have a serious problem with controlling my gameplay. Recognizing my addiction, I sent an explicit email request to the casino's support team asking them to permanently close my account immediately, clearly stating that I suffer from gambling addiction.

Despite my explicit declaration and direct request for self-exclusion due to addiction, Millioner Casino completely ignored my email. They kept my account active, allowed me to log in, deposit, and continue gambling. As a direct result of their gross negligence, I lost an additional PLN 9,000.

According to fair gambling practices, once a player explicitly states they have a gambling problem, the casino must block the account immediately to prevent further harm. Millioner Casino failed to do so and exploited my addiction for financial gain.

I am requesting a full refund of all deposits made after my initial email request for account closure due to gambling problems (totaling PLN 9,000).

I have fully preserved the email correspondence, including the timestamped message where I requested the closure due to addiction, and I am ready to provide screenshots as evidence to the mediator.

Thank you for your assistance in resolving this matter.

Subject: Complaint against Milioner Casino – Failure of Responsible Gambling tools and account closure request ignored

Description of the issue:

Dear Casino Guru Team,

I am writing to file a formal complaint against Milioner Casino due to a severe breach of Responsible Gambling principles and their failure to protect a vulnerable player.

I am a gambling addict and I have a serious problem with controlling my gameplay. Recognizing my addiction, I sent an explicit email request to the casino's support team asking them to permanently close my account immediately, clearly stating that I suffer from gambling addiction.

Despite my explicit declaration and direct request for self-exclusion due to addiction, Milioner Casino completely ignored my email. They kept my account active, allowed me to log in, deposit, and continue gambling. As a direct result of their gross negligence, I lost an additional 9,000 PLN.

According to fair gambling practices, once a player explicitly states they have a gambling problem, the casino must block the account immediately to prevent further harm. Milioner Casino failed to do so and exploited my addiction for financial gain.

I am requesting a full refund of all deposits made after my initial email request for account closure due to gambling problems (totaling 9,000 PLN).

I have fully preserved the email correspondence, including the timestamped message where I requested the closure due to addiction, and I am ready to provide screenshots as evidence to the mediator.

Thank you for your assistance in resolving this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

From the screenshot you uploaded with your complaint, I can see that you requested to be self-excluded from this casino on 5 September. The casino responded to your emails on 6 September, asking you to confirm your decision.

• Did you send the casino a confirmation that you wanted to permanently close your account? If so, please forward me all subsequent communication between you and the casino to veronika.f@casino.guru. Ideally, please include the complete messages in their original format rather than cropped screenshots.
• Is your account still open, or has the casino closed it in the meantime?

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