MilkyWay Casino - O jogador enfrenta problemas de retirada devido aos termos do bônus.

Yesterday, 1/10 I received an email from casino encouring me to use bonus upon deposit (they mention 3 bonuses - screenshots attached). I used one of them, wagered the required ammount and requested withdrawal. Today I received an email that I breached the terms by using the bonus (attached). Isn't that deliberately creating confusion with the user? Thank you

Dear holdencau,

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 share your bonus history?

Could you please share your deposit history?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hello,

You can look up my bonus/deposit history - I no longer have access to my account.

I basically received an email form you 10/01/2025 to use up to 270% bonus. The next day I use one of them, wagered the required amount and requested withdrawal. A few hours later I received an email form you that I violated the terms by overusing the bonus you had encouraged me to take. All evidence attached.

Thank you very much, holdencau, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, holdencau,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MilkyWay Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Hi,

Please contact us via Skype so we could provide the further information regarding this issue.

Thanks

Greetings all,

Just to inform you about the update, holdencau - I am already in contact with the casino representative outside the thread, where we are discussing the matter.

Once I have any news after considering the situation and circumstances with all the necessary details, I will inform you here. For now, I will leave the timer on me and try to get back until it expires.

Thank you for your patience and understanding.

Thank you Branislav, hope you'll bring some good news!

Dear holdencau,

There is still ongoing communication between me and the casino representative outside the thread. However, there is a thing that I think it would be best for you could help me with rather than the casino.

Can you please find the original email with the bonus offer in question (you shared some screenshots of it earlier), and if possible, forward it to my email as the email communication/file attached to a new email?

Feel free to use my email (branislav.b@casino.guru).

If you do not have any experience with that, I am providing an easy manual from the internet on how to do it...

Since you are likely using a browser on your phone with your email inbox, the procedure for saving/forwarding an email as an attachment may vary slightly depending on the specific appearance and features of this interface, but it usually works like this:

1 - Opening the email: Open the email you want to save/forward.

2 - Looking for options:

• Option 1 (saving as a file): Look for the three dots icon (···) or a menu (sometimes labelled as "More"). After clicking, you should find an option like "Save as file", "Download", or something similar. If you find it, select this option and the email will be saved as a file (usually .eml).
• Option 2 (forwarding as an attachment): Try looking directly for the option "Forward as attachment". Some webmail interfaces have this directly in the "Forward" menu.

3 - If you can't save/forward directly as an attachment: If you don't directly see the "Save as file" or "Forward as attachment" option, try to see if the email can be printed (option "Print" or printer icon). If the email opens in print mode, some browsers allow you to save this page as a PDF file. You can then attach this PDF to the email.

4 - Creating a new email and attaching the file: If you have successfully saved the email as a file (whether .eml or PDF), create a new email and attach this file as an attachment.

Important:

Webmail interfaces on mobile devices can sometimes be less intuitive than desktop versions. Therefore, if you cannot do it via phone, please use a PC and one of the common internet browsers to proceed.

Please let me know if you were successful or if you cannot follow my request in any way.

Thank you. Looking forward to hearing from you.

Hi Branislav,

I have just sent an email.

Appreciate your help!

Greetings all,

Thank you for your email, holdencau, and I am sorry for the delay.

Just to provide an update - based on all the gathered information and details from both involved parties, we decided to side with the player.

Dear MilkyWay Casino team,

Since the situation was explained in more detail outside the thread, we are waiting for your final decision regarding the matter. As mentioned, under the given circumstances, following our Fair Gambling Codex and internal policy, we recommend the casino restore the player's winnings in full and also make sure such a situation will not occur in the future.

Thank you. Looking forward to hearing about your final decision.

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 holdencau,

Unfortunately, since we have not received any further response from the casino regarding the issue, even after sending them a reminder a week ago, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

We do not agree with winnings confiscation based on the applied rule, which we consider unfair/incorrectly used against players. Since it is a non-standard rule in the industry, and we usually take into account that players do not read casinos' rules completely, the casino cannot blame only the players for breaching it if they are not sufficiently/additionally informed about such a rule. In addition, if the casino would like to have such a rule and apply it to the players' winnings, we strongly recommend the casino fix this on its side - either not providing such bonuses to players who are not eligible for them if it requires real money deposits (the casino knows it will mean winnings confiscation but takes lost deposits in case players lose them?) and/or enforce it on its side to prevent players falling into a trap like this.

There is one more option for how you can try to resolve your issue or speed up the process, holdencau - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions or news, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Once the casino changes its approach and decides to reconsider its original decision, it can reopen this complaint at any time.

Best regards,

Branislav, Casino.Guru