Millioner Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

I requested a deletion and block on October 19, 2025, as I am a gambling addict. I contacted live chat and they referred me to an email address.

I did the same and wrote to them on the morning of October 19, 2025. I then placed a bet and won. I asked them not to block my account until the money was paid out. Despite reporting my gambling addiction, I was still able to play and deposit normally. I withdrew the money and then started depositing and playing again from November 3rd. I asked the live chat again to delete and block my account due to my gambling addiction and also contacted support. But nothing happened; I only received a response that gambling addiction must be combated, but the functions on the site were not restricted.

Habe um eine Löschung und Sperrung am 19.10.2025 gebeten, da ich spielsüchtig bin. Ich habe den Livechat angeschrieben und die haben mich an eine E-Mail Adresse verwiesen.

habe dies auch getan und habe denen am 19.10.2025 morgens geschrieben. Habe daraufhin eingesetzt und gewonnen. Habe drum gebeten das Konto nicht zu sperren bis das geld ausgezahlt wird. Ich konnte trotzdem, trotz Meldung der Spielsucht ganz normal weiter spielen und einzahlen. Ich habe das Geld auszahlen lassen und dann ab dem 03.11 wieder eingezahlt und gespielt. Habe dem livechat wieder gebeten zu löschen und zu sperren aufgrund der Soielsucht und habe dem Support auch angeschrieben. Aber da passiert nichts kriege nur eine Antwort Spielsucht muss bekämpft werden aber die Funktionen auf der Seite wurden nicht eingeschränkt.

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Dear andreastueker,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Millioner Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• How long have you been a player at this casino, please?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

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.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Hello, I have forwarded several emails to you now.

I was able to add it today around 9 am.

After several emails regarding account suspension, I even received a call from a VIP advisor of the casino and was credited with free spins and cashback, even though they had received all my emails.

Hallo ich habe Ihnen jetzt mehrere Emails weitergeleitet

ich habe heute gegen 9 Uhr noch einfügen können.

Nach mehreren Emails bzgl. Kontosperrung wurde ich sogar von VIP Berater des Casinos angerufen und mir wurden Freispiele und cashback gutgeschrieben obwohl die meine Emails alle erhalten haben

Could you please inform the casino that the account needs to be blocked immediately? I'm receiving emails about being a VIP cashback customer and I've continued to deposit funds.

Können Sie bitte dem Casino mitteilen, dass das Komto umgehend gesperrt wird. Ich erhalte Emails mit Cashback VIP Kunde und habe weiter eingezahlt.

Dear andreastueker

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear andreastueker,

I am sorry to hear about your problem with Millioner Casino.

Since Millioner Casino never replied to the complaint before, I will now try to contact a Millioner Casino representative via email. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Millioner Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Didn't you contact the casino through this platform?

Haben Sie dem Casino nicht über diese Plattform angeschrieben ?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

I’ve managed to get in touch with the casino representative via email.

I will inform you when there is any update.

I have sent the information requested by the casino. They said they are looking into it and will hopefully reply soon.

We are also adding them into our system at the moment, so they might respond directly in this complain

Hello everyone,

I have received an email from the casino with additional information.

Dear andreastueker,

Please confirm, deny, or provide more information regarding the following statements. If anything is incorrect, feel free to correct me:

• You requested self-exclusion on 19/10 but didn’t respond to the confirmation email sent by the casino.
• On 21/10 you requested account closure, but without providing any specific reason.
• The disputed amount represents the deposits made after your initial request on 19/10?
• Your account should have been closed since 21/11, is that correct?

Hello,

I submitted a self-exclusion request on October 19, 2025. I had a balance of €2,400 in the account and stated that I would delete the account after withdrawing the balance. I had already disclosed my gambling addiction. What happened on October 20, 2025?

I received a call from the casino, and my "VIP advisor" was on the line, offering me cashback and free spins. But not a word about gambling addiction or account suspension.

The payout was delayed. I contacted the casino to ask why it was taking so long. I was only allowed to request a maximum withdrawal of €500 per day. The payout of the full amount took almost 12 days.

During that time, the account was not restricted. I could still deposit funds. However, I did not do so.

After the money was credited to the account, I wrote to them again to confirm that I had received the money and that, as agreed, the account should be deleted due to gambling addiction.

This was on November 6, 2025. Nothing happened. I wrote to them again on November 20, 2025, and mentioned that Casino-Guru would be involved. As a result, on November 21, more than a month after I self-excluded, they deleted the account.

The reason for the self-exclusion due to gambling addiction had been known to the casino since October 19, 2025, and the casino only reacted a month later after Casino-Guru had written to the casino.

The disputed amount is more than 4,000 euros and not the 2,000 euros stated.

I request a response and prompt payment of the disputed sum.

Hallo,

ich habe am 19.10.2025 einen Antrag auf Selbstsperre gestellt. Ich hatte ein Guthaben von 2.400 Euro auf dem Konto und habe darauf hin geschrieben nach Auszahlung des Guthabens dass Konto zu löschen. Die Spielsucht hatte ich schon angegeben. Was ist am 20.10.2025 passiert ?

Ich werde vom Casino angerufen und mein „VIP-Berater" war in der Leitung und hat mir Cashback und Freispiele angeboten. Aber kein Wort zur Spielsucht und Kontosperrung.

Die Auszahlung hat sich hinausgezögert . Ich habe dem Casino geschrieben warum das so lange dauert. Ich konnte maximal 1x am Tag 500 € an Abhebung beantragen. Die Auszahlung der kompletten Summe hat sich knapp 12 Tage hinausgezögert.

IN DER Zeit wurde das. Konto nicht eingeschränkt. Ich konnte immer noch einzahlen. Ich habe dies aber nicht getan.

Nachdem das Geld auf das Konto gutgeschrieben wurde habe ich wieder denen geschrieben, dass ich das Geld erhalten habe und wie abgesprochen, das Konto aufgrund von Spielsucht gelöscht werden soll.

Dies war am 06.11.25. Es ist nichts passiert. Ich habe am 20.11.2025 denen nochmals geschrieben und. Habe erwähnt das Casino -Guru eingeschaltet wird und daraufhin haben die am 21.11. also mehr als ein Monat nach der Selbstsperre wurde das Konto gelöscht.

DIE BEGRÜNDUNG MIT DER SELBSTSPERRE AUFGRUND DER SPIELSUCHT WAR DEM CASINO seit dem 19.10.2025 bekannt und das Casino hat ein Monat später erst reagiert als Casino-Guru dem Casino angeschrieben hatte.

Der strittige Betrag ist mehr als 4.000 Euro und nicht die 2.000 € wie angegeben.

Ich bitte um Rückmeldung und eine zügige Auszahlung der strittigen Summe.

Dear andreastueker,

Thank you very much for the clarification and the additional information.

I have a few more questions. Again, feel free to add any relevant details.

• The call with your VIP advisor that you mentioned — was this the email exchange you had on 20/10, or was it a different one?
• During that conversation, did you inform your VIP advisor that you have a gambling problem?
• Did you receive any response from the casino regarding your email from 6/11?
• Would it be possible for you to provide a bank statement showing all deposits made from 19/10 onward?

Thank you in advance.

The phone call was on October 20, 2025, and I received another call.

I received a call from the VIP advisor. At first, I thought he was calling about my gambling addiction. But he promised me a cashback, and I simply asked if I hadn't seen the emails about wanting to close my account due to my gambling addiction. He just said the department would take care of it.

The next day I wrote to the casino again, requesting that the account be closed!

What do you mean by the email from June 11th?

I will send you the bank statement.

Das Telefonat war am 20.10.2025 und ich wurde ein weiteres Mal angerufen.

Ich habe ein Anruf erhalten, da war der VIP-Berater in der Leitung. Ich dachte erstmal er ruft an bzgl. der Spielsucht. Aber er hat mir ein Cashback zugesagt und ich meinte nur haben Sie die Mails nicht gesehen, dass ich mein Konto schließen möchte aufgrund der Spielsucht. Es hieß nur die Abteilung kümmert sich darum .

am nächsten Tag habe ich dem Casino wieder geschrieben, dass das Konto geschlossen werden soll!

was meinen sie mit der Email vom 11.Juni ?

den Kontoauszug sende ich ihnen zu

Dear andreastueker,

So during this call (20/10), you informed your VIP advisor that you had already requested self-exclusion by email earlier, is that correct?

Have you ever received a phone call from your VIP advisor, or from anyone else at the casino, before?

And to clarify, that third question in my previous message was about the 6th of November.

Hello, yes, that's correct. I informed him, and yes, I received another call from the VIP advisor.

No, there was no response to my email from November 6th. On November 20th, 2025, I wrote again, informing them that I would be consulting a lawyer and that they should respond to their complaint. The account was then blocked the following day.

You also asked the casino to close the account.

Best regards

Hallo, ja es ist richtig. Ich habe es Ihm mitgeteilt und ja ich wurde ein weiteres Mal angerufen vom VIP Berater.

Nein es wurde nicht auf meine Mail vom 06.11. reagiert. Am 20.11.25 habe ich nochmals geschrieben und denen mitgeteilt, dass ich einen Anwalt einschalte und dass Sie gefälligst auf ihre Beschwerde antworten sollen. Daraufhin wurde das Konto am nächsten Tag gesperrt.

Sie haben das Casino ja auch aufgefordert, dass Konto zu schließen.

Mit freundlichen Grüßen

Dear Millioner Casino,

The player stated that he had a call with his VIP advisor, to whom he informed about his previous self-exclusion requests.

Could you please comment on that?

Especially the fact that the player was informed by his advisor that the department would take care of it?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

I have received an email from the casino with additional information.

After I review their email, I will provide an update in this thread.

Good evening,

Could you please provide some feedback?

Guten Abend,

können Sie ein Feedback bitte geben ?

Dear all,

I would like to inform you that I have replied to the casino's email and requested more clarification.

Dear andreastueker,

You have mentioned that you also receive other calls from your VIP manager.

Could you please clarify whether the call from 20/10 was the first call ever and, if possible, when the other calls took place?

Thank you.

Hello, the first call was on October 20, 2025, and the second call came almost a week later.

lg

Hallo der erste Anruf war am 20.10.2025 und knapp eine Woche später kam der zweite Anruf.

lg

Dear Millioner Casino,

Upon reviewing the communication with the player from 19/10, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Could you please comment on that? Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

I would like to inform you that the casino would like to proceed with the refund of the player’s money.

The last thing the casino would like to clarify before moving to the refund is the amount.

The casino would like to return the amount of €4,150. This represents the deposits minus withdrawals made in the time frame from 20/10 until the account closure.

Dear andreastueker,

Could you please confirm that this amount represents the losses that occurred during this period and that you agree with it?

It is important to clarify this before moving to the next step.

Thank you.

Yes, that's correct, €4,150

Ja, das stimmt 4.150 €

Dear andreastueker,

Thank you for your confirmation.

I will now send the email to the casino and will inform you in this thread once there is any update.

Dear andreastueker,

According to the casino’s latest email, the refund is currently being processed.

The casino also kindly asks you not to spam their email address.

Once there is any news from them, I will let you know.

However, if you receive your refund in the meantime, please let us know.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello,

Okay, I understand. But why does the confirmed payout then take almost a week?

That shouldn't take that long, right?!

Hallo,

ok verstehe . Aber warum dauert die bestätigte Auszahlung dann knapp schon eine Woche ?

das dauert ja eigentlich nicht so lange ?!

Hello,

I just received the €4,150.

Thank you !

Hallo,

Ich habe die 4.150 € grade eben erhalten.

Vielen Dank !

Dear andreastueker,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor