MilkyWay Casino - A conta do jogador foi encerrada.

They did not pay my withdrawal and have now blocked me

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Dear player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

https://mlkwgm2.com/account/deposits

Slots passed everything wager ect was playing with real money the just kept raising the, amount then i got to the one they said and had a active 10free spins they were carrying on about . Dod them they they said yep all will be deposited then they stopped communicating and blocked me I got back in and there is no money in my account there was no limit on withdrawal and the time I played they then changed the rules to suit and tried to say withdrawal limit was $150 if you try to get more out the rest will be taken and go back to the casino. They then said they will deposit the money didnt i haven seen a cent , the said they tried to put it in my bank , and didn't work thats false, and that it went to my casino account , also false i won $500 bucks and ive seen nothing and have nothing get no responce my chats dont go through . They have a full conversation history . I have documented all of it. And have a screen recording and still shots. I want these guys to get a fine or a mark against the casinos name its revolting the way they have conducted themselves .

There is lots more emails aswell they just keep saying the same thing again and again but nothing happens , well that was weeks ago now they just dont respond at all , they have plain and simple stolen my fair legitimately won winnings , and stopped communicating . I can still put money in the account but I sure as hell wont be.

Dear player, thank you for your response. Could you kindly provide clarification regarding the total amount of your winnings after completing the wagering requirements for the free spins, as well as the deduction made by the casino?

Additionally, has the casino communicated their intentions regarding the refund of your deposits following the closure of your account? Will they also be paying out your winnings?

Furthermore, have you attempted to contact the casino to inquire about the reason for your account being blocked?

Thank you for your patience and cooperation.

Hi ,

So initially the amount i was going withdraw was $600 then the agent said i had to cancel the withdrawal cause I had opted for a bank transfer,(I did not i asked for payment through payID) so I did that as per their request i then played another $100 and put in a withdrawal request for $500. The auto withdrawal analysis was green and said you are now withdrawing real money. I confirmed.

Then the agent and I conversely spoke about the time it would take and so fourth at this point he said the Withdrawal is processed and will be in my account shortly, a hour went past no money , then I spoke to chat agent again he sent me back saying that it was with the financial department and that had not been actually processed.

Every hour after that I returned to ask what was happening as the site says it pays fast within the hour if you use pay id or crypto or a banking establishment that allows this type of transactions, I bank with revlout and it has all payments options milkyway have listed.

This cycle continued on for over 9 days at this point I was then blocked and my account disabled by the casino with no reason given , I then managed to get back into it and my funds were no longer in the pending withdrawal section no longer in the wallet and no visible trace of the money on the site .

I contacted chat support and was told there was a error amd my bank had refused the payment and the money had returned to my casino wallet . It had not . I also contacted the bank and they confirmed that no deposit had been rejected by them and no trace of any funds from milkyway were pending or gone into the account .

They also stated they do not have the authority to refuse payments from going into a account .

Then I told this to the chat support and the circle of its at the financial department and will be in my account as soon as approved ,

I then and continue to get no responce to chat it seemingly does not work at all , and I have not had any response from the casino in over a month . I did get a responce and it was the last one saying that there were conditions not met and a maximum withdrawal limit was surpassed and that the amount of $150 has been returned to my casino wallet , and the remaining funds had been surrendered to the casino, I then said thats ridiculous and there were no conditions or anything left as the agent also confirmed , and no limit on withdrawal or maximum withdrawal were ever mentioned nore at the time were there any in rhe rules of the casino ,

I then went to check the balance and the funds had not been returned and the account showed a dollar amount of $15 and they have since refused any further correspondence to email , telegram,chat support and even direct contact from the bank . No return anything .

They do however still send promotional messages but support continue to be unresponsive.

Demand is $500 fairly won winning.

Or

the total amount spent at the site .

Exceeding $2000+

As I did not receive the prize for the money spent i feel that and are within my rights to request a refund to any/ game play . Seen as milkyway failed to meet the terms and agreements stated in their own site rules.

Cheers [Redacted]

Dear player, thank you for clarifying. Could you please send me your bank statement covering the relevant period, along with your correspondence with the payment provider? You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Sure I will do that now.

Sure I done that email earlier . Thanks

Dear Player,

Thank you for your email. I wanted to inform you that I did not receive any attachments with your message. Could you kindly check and resend them?

Thank you in advance.

Done

3 months i been waiting

Whats happening with this issue please I am in financial hardship atm not due to this but this would be helpful to be finalised and know weather or not ill ever see this

Dear Player,

I am very sorry, but I haven't received any new emails from you. Could you please confirm the email address you are using? If you are unable to reach me via email, you are welcome to attach the documents in this thread as an alternative.

Thank you for your understanding and cooperation.

Ive just sent another with a few of the screenshots and a bank statement showing the day and deposit

Hib im wondering what's happening please ive sentbthat email and provided all documents its been nearly 4 months with these crooks i could really use that money atm

Dear Player,

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, Jana (jana.k@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,

Attila

Dear Davidcarter,

I sincerely apologize for the inconvenience you are experiencing with your account being blocked. Please rest assured, I will reach out to the casino promptly to address and resolve this issue. To facilitate a quicker resolution, I would like to invite a representative from MilkyWay Casino to join our discussion.

Dear MilkyWay Casino,

Could you please clarify the reasons behind the player's account being blocked? Additionally, we would appreciate any evidence you could provide regarding this matter. You may respond with your statement here, or feel free to send the evidence directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in this matter.

Kind regards,

Jana

Jako, was one of the agents , i will get the names of the others

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.

And then what do I do about recovering my stolen funds

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We have reopened this complaint at the request of MilkyWay Casino. Our intention is to give this case another opportunity for resolution, aiming to assist both parties in reaching a satisfactory conclusion.

Ok hopefully a better outcome then before.

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.

Dear Davidcarter,

I hope this message finds you well. I regret to inform you that I have made several attempts to reach the casino, but unfortunately, I have not received any response. Without their cooperation, there is limited progress we can achieve. Consequently, I will need to mark your complaint as "unresolved" in our system. I understand that this is not an ideal resolution for your concerns. However, the impact of an unresolved complaint on the casino's rating may encourage them to reassess their approach. Should the casino choose to respond, we will reopen your complaint and notify you via email. In the meantime, I recommend that you consider reaching out to the Curacao Gaming Authority at complaints@cga.cw to submit your complaint. They are equipped with additional resources and tools to assist players. If you require assistance with the submission process or would like to share how they responded, please feel free to contact me at jana.k@casino.guru. I sincerely apologize for not being able to provide more assistance in this matter.

Best regards,

Jana

We have reopened this complaint at the request of MilkyWay Casino. Our intention is to provide this case with another opportunity for resolution, ultimately assisting both parties in achieving a satisfactory conclusion.

How do I take up a case with the online gaming commission this is a joke !

No they have 24h to reply not 3 days !

Dear MilkyWay Casino,

I hope this message finds you well. If possible, could you please share the details of your internal audit in this thread? This information would greatly assist us in expediting the resolution of the case. Thank you very much for your continued support and assistance.

We have sent all the deatils to jana.k@casino.guru on July, 16.

Dear Davidcarter,

I kindly ask for your patience during this time. The casino timer has been set to allow them to respond accordingly. I would also like to gently remind you to refrain from using inappropriate language, as Casino Guru maintains a standard of behavior that we expect all users to uphold.

Ive waited 9 months i want my money 24h and I want a case started with a higher resolution agency

You have the details they have repeatedly ignored both this site and me and all correspondence it needs to be escalated and they need to be fined and hopefully for everyone's sake shut down. Ive had enough of this ridiculous process that has solved nothing

What inappropriate language was used? Ive stated nothing but facts

Dear Davidcarter,

Thank you for your message. After reviewing the evidence provided by the casino, it appears that your withdrawal request was successfully processed. However, the casino has not found any confirmed basis for the amount you mentioned in your claim.

When where and show me the proof cause thats a flat out lie

Mate there is a full video of your conduct ! You paid nothing

Its all here in the chat you are lying!

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.

We have sent all the details to jana.k@casino.guru on July, 16! All information!

Dear David Carter,

Thank you for reaching out to us. We appreciate your patience as we reviewed the evidence and account records provided by the casino. Upon investigation, we can confirm that a total of 380.10 AUD was deposited into your account. Additionally, we have verified that your withdrawal request for 150 AUD was successfully processed to your registered payment details.

However, after thoroughly examining the available records, we were unable to find any information supporting the 500 AUD amount mentioned in your complaint. This amount does not appear to align with the documented deposit and withdrawal history.

Therefore, based on the evidence currently at our disposal, we regret to inform you that we cannot confirm the claimed amount. We understand this may be disappointing news, and we remain committed to addressing any further questions or concerns you may have.

Dear Davidcarter,

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.