MilkyWay Casino - O pedido de retirada do jogador foi recusado e os ganhos confiscados.

On 5.5.25 I requested a withdrawal of the amount of 300 euros. I waited 24 hours for the request to be approved, after which the money disappeared. I decided that they had released it for transfer and I was waiting to receive it.

Nothing happened for a few days and I asked support how long I had to wait. They explained to me that for a Visa card transfer, it takes up to 5 business days.

Six days passed and there was no transfer. Then I looked in the transaction history and saw that the withdrawal had actually been declined.

I asked what the reason was, and they quoted me a clause in the bonus rules, according to which I had violated the bonus rules by depositing more than four times in a row while using a bonus.

The bonus I had used had been rolled over, but that apparently doesn't matter.

In response to this, I believe that my rights were violated, as my winnings were confiscated, without the right to use the money for playing or withdrawing.

Since I've been playing there for more than half a year and the first withdrawal I tried to make was rejected this way, I declared a self-exclusion of the account for 180 days (which was the maximum period).

Along these lines, I also think they are not following the rules of responsible gaming, as they do not offer the option to close the account permanently.

Dear Player87,

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

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

• Do I understand correctly that you won from a deposit bonus? Do I understand correctly that you activated 4 deposit bonuses in a row? Could you please specify which bonuses you activated recently?
• Could you please advise what the reason is for you to pursue self-exclusion in the casino?
• Could you please share with me your communication with the casino regarding the responsible gambling/self-exclusion from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, the casino constantly offers good bonuses against deposit and I always take advantage of them. I didn't read in the rules that if you want to take advantage of any winnings, you have to deposit even without a bonus.

So yes, my winnings are from using a bonus, but it was rolled over according to the rules. Either way, the bonus funds are in a separate wallet on the site, and there is no way to request their withdrawal before they are rolled over.I don't remember exactly what bonus I used then, but it most likely included a percentage of the deposit + free spins.

The reason I self-excluded is the fact that I lost a lot of money at this casino and the first time I tried to withdraw any money, it was confiscated.I see no reason to spend any more money there.

I have not had any communication with the casino regarding self-exclusion, it's just that the self-exclusion options that are offered do not include the "forever" option. That is, they leave you the opportunity to return after a certain period. For people with gambling addiction, this is not a good option.

The main problem in this case is the direct confiscation of the money. They could have at least refused the withdrawal and returned it to the wallet to be played. I have never encountered such an attitude before.

And what does it matter how many times I've used bonuses once their wagering requirements have been met?

Thank you very much, Player87, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear Player87,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Player87,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef