MilkyWay Casino - Os ganhos do jogador são confiscados e a conta é encerrada.

I want to file a complaint against this betting site for not paying me my winnings or returning my deposit, even though they said they would. It's been over a week and nothing has happened. Here's what happened: I received a promotional offer, and before depositing, I asked if I was eligible. The advisor told me I was and that he would activate it, so I deposited my money to take advantage of the offer. After playing and meeting the wagering requirement, I won a little over $500 and requested a withdrawal, verifying my documents. Days later, they told me my account was restricted due to having multiple accounts. This is false. I asked for proof of this, and they refused. I also requested the conversation history I had with the advisor, where he assured me I was eligible for the offer, and they refused. I don't know what else to do. I feel scammed, and I don't know where to turn. I need someone to help me, please. I want this betting site to pay for this scam they pulled, and I want to prevent this from happening to other users. I've been sending them emails and they're not responding. When I go to their website, I can't access the live chat because it's not showing up. Plus, I can no longer access my account. They blocked it without resolving the issue. I need help, please.

Quiero hacer una denuncia a esta casa de apuesta por no pagarme ni lo que gané ni devolverme mi dinero que deposite a pesar que ellos indicaron que me devolverán pero ya ha pasado más de 1 semana y nada. Les comentó como pasó. Me llegó una oferta promocional y antes de depositar yo consulté si podría acceder y el asesor me indicó que si podría y que el lo activaría y yo deposite mi dinero con la finalidad de acceder a dicha oferta. Después de jugar y cumplir con el requisito de apuesta gané un poco más de 500 dólares y solicité mi retiro e hice la verificación de mis documentos. Días después me indican que mi cuenta está restringida por multicuentas. Y eso es falso. Solicité una prueba que indique eso y no me dieron, solicité el historial de conversación que tuve con el asesor dónde el me indica y da la seguridad de acceder a dicha oferta y no me lo dieron y no se que más hacer. Me siento estafado. Y no sé exactamente a dónde acudir. Necesito que alguien me apoye por favor. Quiero que está casa de apuesta pague por esta estafa que hicieron y que otro usuario no le suceda lo mismo. En la actualidad les mando correos y no responden. Entro a su página y no puedo conversar con chat en vivo porque no me aparece. Además ya no puedo acceder a la cuenta. Ellos la bloquearon sin solucionar el problema. Necesito ayuda por favor

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Dear jvvgtaf,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Could you please send me a link or a screenshot of the promotional offer you activated and played with?
• What types of games did you play at this casino?

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,

Veronika

I don't know exactly why, because I live in some kind of condominium. But either way, they haven't shown me anything. I sent my ID documents and they haven't responded at all, neither before they blocked me nor now that I'm sending emails. It was a $10 deposit offer, which I used to play several slots and win over $500. Before depositing, I contacted support to see if I could still access the offer because I thought it had expired. They told me I could and that they would activate it for me, so I decided to deposit. It's worth mentioning that I deposited $15 because that was the only way I could access the offer.

No sé exactamente porque vivo en una especie de condominio. Pero de igual forma ellos no han demostrado nada. He enviado mis documentos de identidad y no me han respondido nada ni antes que me bloqueen ni ahora que envío correos. Era una oferta de depósito de 10 dólares de la cual he jugado a varios slots y a causa de ello gané más de 500 dólares y antes de depositar he consultado a soporte para saber si aún puedo acceder porque pensé que la oferta estaba vencida y ellos me indicaron que si podría acceder y que ellos mismos lo activarían, por lo que decidí depositar. Cabe mencionar que deposité 15 dólares porque es la única forma que podía acceder

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the accusations of you having multiple accounts at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to the investigation of your case. I appreciate your patience and cooperation.

How can I send a screenshot if they don't respond to emails? They assured me they would return my deposited money, but it's been three weeks and they still haven't paid me. Today, out of desperation, I created an account with my alternate email because their live chat is only for registered users, and they basically ignored me. Honestly, you as casino gurus should block these betting sites because they've stolen my money and won't give it back. Here's a screenshot from a few minutes ago. After saying all that, they stopped accepting my messages in live chat, which is why the waiting timer isn't showing ✓✓. It's also a lie that they don't speak Spanish because I've always communicated in Spanish, and they responded in English. They're basically doing this so they have more time to block me, and when I saw that they had blocked me, about 10 minutes ago, I couldn't take a screenshot. They know exactly what they're doing. They're stealing money, and you're NOT HELPING ME. I'll attach the screenshot where they told me they would refund my money, but it's been three weeks and they haven't returned a single dollar. I took a screenshot of the email because it's very long.

Cómo puedo enviar una captura si no responden mensajes por correo?. Ellos aseguraron que me devolverán mi dinero depositado pero ya pasó 3 semanas y aún no me pagan. Hoy por la desesperación me cree una cuenta con mi correo alterno porque su chat en vivo es solo para usuarios y básicamente ni caso me hicieron. Sinceramente deberían ustedes como casino gurú bloquear estas casas de apuestas porque por su culpa me han robado mi dinero y no me devuelven. Acá dejo la captura de hace unos minutos. Después de decir todo eso ellos ya dejaron de aceptar mis mensajes en chat en vivo por eso el reloj de espera no está con ✓✓. Además es mentira que no hablan en español porque siempre me he comunicado en español y me respondían en ingles. Esto hacen básicamente para que tengan más tiempo y puedan bloquearme y cuando ví que en ese momento me bloquearon, es decir hace 10 minutos, no se podía tomar captura de pantalla. Ellos saben muy bien lo que hacen. Están robando dinero y ustedes NO ME ESTAN AYUDANDO. ADJUNTARÉ LA CAPTURA DONDE ELLOS ME DIJERON QUE ME Devolverán MI Dinero PERO YA PASO 3 SEMANAS Y NI UN DOLAR ME DEVOLVIERON. He tomado captura del mensaje por correo porque es muy largo.

Dear jvvgtaf

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you jvvgtaf for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MilkyWay Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

According to them, I've used multiple accounts, but I asked them to prove it, and they didn't. Furthermore, before depositing, I asked their advisor if I could still access the offer, and they said yes, that they would activate it themselves. I requested the history of that conversation, and they haven't given it to me. Days later, my account was blocked, and I couldn't access it. They still haven't returned my deposited money; they themselves assured me they would, but they haven't paid me. The offer I accepted was a deposit with free spins, and I won a little over $500, and they refused to pay me, justifying it by saying I'm a user who uses multiple accounts, but that's a lie. I sent my ID to verify my account, and now I'm afraid they might do something malicious with my information. I demand my money back because they told me they would. I also demand justice and compensation because more than four weeks have passed, and they haven't returned my money or responded to my messages.

Según ellos. He utilizado múltiples cuentas pero yo les he dicho que lo demuestren y no me dieron eso. Además antes de depositar pregunté en su asesor si podría acceder aún a la oferta y ellos me dijeron que si que ellos mismos lo activarían. He solicitado el historial de esa conversación y no me las han dado. Días después mi cuenta bloqueada sin poder acceder. Además ellos aún no me devuelven mi dinero depositado, ellos mismos aseguraron que me devolverían el dinero pero no me pagaron. La oferta que accedí es depósito y me otorgaban giros gratis y gane algo más de 500 dólares y ellos se negaron en pagarme justificando que soy usuario que usa múltiples cuentas pero eso es mentira. Yo mandé mi documento de identidad para poder verificar mi cuenta y ahora tengo miedo que ellos puedan hacer maldades con mi información. Aparte exijo que me devuelvan mi dinero porque ellos me dijeron que me lo devolverían. Además exijo justicia y una indemnización porque ya han pasado más de 4 semanas y no me devuelven ni responden mensajes

Please, I need you to share the conversation history I had with the casino advisor. That conversation could have everything in my favor because they themselves assured me I could access that offer, which is why I made the deposit, and they even activated it themselves. As I mentioned, I need this resolved immediately because I feel scammed, especially since they don't respond to emails. I've won over $500, and they haven't paid me. They also assured me they would return my deposit, but so far, I haven't received anything. I can't talk to them because they don't answer emails, and I can't access my account; I'm basically without support. I filed a complaint with the licensing entity, and they haven't responded to emails either. Please, I need this resolved, and this betting site must be sanctioned because if they did this to me, they can do it to other users. They are acting illegally without any oversight.

Por favor necesito que compartan el historial de conversación que tuve con el asesor del casino. Con esa conversación podría tener todo a mi favor porque ellos mismos me aseguraron que podría acceder a esa oferta y es por ello que deposité, además ellos mismos lo activaron. Cómo le comenté necesito que se solucione de una vez porque me siento estafado y más aún cuando no responden los correos. Son más de 500 dólares que he ganado y ellos no me pagaron, además ellos me aseguraron que me devolverían el dinero depositado y hasta el momento no me han devuelto nada. Sin poder conversar con ellos porque no responden correos, sin poder acceder a la cuenta, estoy sin apoyo básicamente. Hice mi denuncia a la entidad que le da la licencia y tampoco responde correo. Por favor necesito que se solucione y sancionar a esta casa de apuesta porque si lo hizo conmigo puede hacerlo con otros usuarios. Y están actuando de forma ilegal sin que nadie los controle

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.

It's been over a month since they responded to my emails. This casino is operating illegally and they're thieves. If this happened to me, how many other users are experiencing the same thing? I sincerely hope they get sued for theft.

Ya van más de 1 mes que no responden mis correos. Este casino esta actuando a lo ilegal y son unos ladrones. Si a mí me pasó, cuántos usuarios más les estaría pasando lo mismo. Sinceramente espero que los demanden por ladrones.

They don't respond. Do they realize this casino should be banned because they're doing something illegal?

No responden, se dan cuenta que este casino debería ser prohibido porque hacen lo ilegal?

I have tried to contact MilkyWay Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of MilkyWay Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Please be transparent and give me what I'm owed. I've sent all the evidence and explained what happened. So far, they haven't paid me back what I deposited, even though they told me they would. Furthermore, the claim that I have multiple accounts is a lie. From day one, I've tried to be transparent and have sent my documentation with the intention of being able to enjoy my earnings, but they insist I have multiple accounts.

Por favor que sean transparentes y que se me de lo justo. He enviado todas las evidencias y lo sucedido. Hasta el momento ellos no me pagan ni lo que deposité sabiendo que ellos me dijeron que me devolverían. Además la poción de que tengo múltiples cuentas es mentira, yo desde el día 0 he tratado de ser transparente y he enviado mi documentación con la idea de poder disfrutar de mis ganancias, sin embargo ellos se cierran en que soy alguien que tiene múltiples cuentas.

Let me be clear. Before making the deposit, I contacted live support to ask if I qualified for the promotion, and they confirmed I did. They said they would activate it for me, which is why I trusted them and made the deposit. Now, to document this, I request that they send you the conversation history where I inquired about the offer. This will allow for a transparent review of my complaint and a fair solution.

Que esto este claro. Yo antes de depositar consulte a soporte en vivo si accedía o no a la promoción, cosa que ellos dijeron que sí. Y que me lo activaría ellos mismos, es por ello que yo confié y realice el depósito. Ahora para que esto quede como evidencia, solicito que ellos les envíen ese historial de conversación donde pregunto sobre esa oferta. Para que pueda ser analizando de forma transparente mi queja y se justa la solución.

This casino is definitely taking my situation as a joke. This shows how unprofessional they are. It's a complete scam. I've requested to reopen the case again, and they haven't responded at all. Please, Peter, give them the worst rating so other users don't have to go through what I'm going through.

Definitivamente para este casino es una burla mi situación. Acá se ve lo serio que son. Una total estafa. Vuelve a solicitar la apertura del caso y no dan respuesta alguna. Por favor Peter ponle la peor calificación para que otros usuarios no sufran lo que estoy pasando.

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.

Do you realize how shady they are? They waste time and keep scamming people. Please report them.

Se da cuenta lo mafioso que si ellos? Hacen perder el tiempo y siguen estafando. Por favor denunciarlos

Dear jvvgtaf, the casino has provided me with evidence of your duplicate accounts. It is an industry standard that each person may only operate one account in their name, and fund is solely with their own funds. As your activity constitutes a clear violation of this policy, we are forced to reject your complaint. Thank you for your understanding.