Millioner Casino - A conta do jogador não foi encerrada conforme solicitado.

Subject: Complaint against Millioner Casino – Failure of Responsible Gambling tools and account closure request ignored

Description of the issue:

Dear Casino Guru Team,

I am writing to file a formal complaint against Millioner Casino due to a severe breach of Responsible Gambling principles and their failure to protect a vulnerable player.

I am a gambling addict and I have a serious problem with controlling my gameplay. Recognizing my addiction, I sent an explicit email request to the casino's support team asking them to permanently close my account immediately, clearly stating that I suffer from gambling addiction.

Despite my explicit declaration and direct request for self-exclusion due to addiction, Millioner Casino completely ignored my email. They kept my account active, allowed me to log in, deposit, and continue gambling. As a direct result of their gross negligence, I lost an additional PLN 9,000.

According to fair gambling practices, once a player explicitly states they have a gambling problem, the casino must block the account immediately to prevent further harm. Millioner Casino failed to do so and exploited my addiction for financial gain.

I am requesting a full refund of all deposits made after my initial email request for account closure due to gambling problems (totaling PLN 9,000).

I have fully preserved the email correspondence, including the timestamped message where I requested the closure due to addiction, and I am ready to provide screenshots as evidence to the mediator.

Thank you for your assistance in resolving this matter.

Subject: Complaint against Milioner Casino – Failure of Responsible Gambling tools and account closure request ignored

Description of the issue:

Dear Casino Guru Team,

I am writing to file a formal complaint against Milioner Casino due to a severe breach of Responsible Gambling principles and their failure to protect a vulnerable player.

I am a gambling addict and I have a serious problem with controlling my gameplay. Recognizing my addiction, I sent an explicit email request to the casino's support team asking them to permanently close my account immediately, clearly stating that I suffer from gambling addiction.

Despite my explicit declaration and direct request for self-exclusion due to addiction, Milioner Casino completely ignored my email. They kept my account active, allowed me to log in, deposit, and continue gambling. As a direct result of their gross negligence, I lost an additional 9,000 PLN.

According to fair gambling practices, once a player explicitly states they have a gambling problem, the casino must block the account immediately to prevent further harm. Milioner Casino failed to do so and exploited my addiction for financial gain.

I am requesting a full refund of all deposits made after my initial email request for account closure due to gambling problems (totaling 9,000 PLN).

I have fully preserved the email correspondence, including the timestamped message where I requested the closure due to addiction, and I am ready to provide screenshots as evidence to the mediator.

Thank you for your assistance in resolving this matter.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

From the screenshot you uploaded with your complaint, I can see that you requested to be self-excluded from this casino on 5 September. The casino responded to your emails on 6 September, asking you to confirm your decision.

• Did you send the casino a confirmation that you wanted to permanently close your account? If so, please forward me all subsequent communication between you and the casino to veronika.f@casino.guru. Ideally, please include the complete messages in their original format rather than cropped screenshots.
• Is your account still open, or has the casino closed it in the meantime?

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

Best regards,

Veronika

Dear Casino Guru Team,

Thank you for reaching out. I would like to clarify the situation and emphasize the gravity of the casino's failure to protect me.

I explicitly informed the casino that I suffer from a gambling problem and requested a self-exclusion. Under standard responsible gambling frameworks and international regulations, the moment a player utters the words "gambling problem" or "addiction," the casino is under a strict obligation to lock the account immediately, without any delay, hesitation, or discussion. This is a zero-tolerance policy across the industry.

The casino completely failed in its duty of care. Instead of executing an immediate lifetime ban, they left my account active.

Regarding the message where I asked for a no-deposit bonus: I sent this in a complete frenzy (w amoku), under the overwhelming and destructive impulse of my addiction. This contradictory behavior—desperately asking for a bonus while having already confessed to a gambling problem—is a classic, textbook symptom of a compulsive gambler who has completely lost control.

The casino's severe negligence is the sole reason I was able to send that second message and make further deposits. Had they acted responsibly and blocked my access the very minute I triggered the "red flag" of addiction, I would have been safely locked out. Instead, they ignored my cry for help, kept the casino doors open for a vulnerable player, and allowed me to incur further financial losses.

I am attaching the screenshots of my emails with the exact timestamps as undeniable proof of their failure.

I kindly ask Casino Guru to hold the casino accountable and assist me in recovering all deposits made after my initial disclosure of my gambling problem.

Dear Casino Guru Team,

I would like to kindly inform you that my casino account is still active and has not yet been blocked, despite my clear admission of having a gambling problem.

I am appealing to the casino for immediate and permanent

Szanowny Zespole Casino Guru,

Chciałbym uprzejmie poinformować, że moje konto w kasynie jest nadal aktywne i nie zostało jeszcze zablokowane , pomimo mojego wyraźnego przyznania się do problemu z hazardem.

Zwracam się do kasyna z prośbą o natychmiastowe i trwałe

Dear Casino Guru Team,

I would like to update my complaint with key information regarding my case against Millioner Casino.

On September 5th, I clearly informed the casino support that I was suffering from a severe gambling addiction and requested the immediate and permanent closure of my player account. As per standard responsible gaming guidelines, the casino had a legal and moral obligation to immediately freeze my account and block any further deposits for my protection.

Instead of protecting me, the casino took no action and left my account fully active. They delayed the process, asking me to take a voluntary "break" and offering other alternatives.

Because my account remained open despite my explicit warning about my gambling addiction, I suffered a serious relapse. On September 8th, I was allowed to deposit and lose a total of PLN 9,000.

This significant financial loss is a direct consequence of the casino's failure to immediately implement self-exclusion. Therefore, I am officially demanding a full refund of the PLN 9,000 deposited following my initial request on September 5th.

I am attaching screenshots of my first submission from September 5th and proof of payment from September 8th.

Thank you for helping me recover my funds from this non-compliant operator.

Drogi Zespole Casino Guru,

Chciałbym zaktualizować moją skargę o kluczowe informacje dotyczące mojej sprawy przeciwko Millioner Casino.

5 września wyraźnie poinformowałem wsparcie kasyna, że cierpię na silne uzależnienie od hazardu i zażądałem natychmiastowego i trwałego zamknięcia mojego konta gracza. Zgodnie ze standardowymi wytycznymi dotyczącymi odpowiedzialnej gry, kasyno miało prawny i moralny obowiązek natychmiastowo zamrozić moje konto i zablokować wszelkie kolejne depozyty, aby mnie chronić.

Zamiast mnie chronić, kasyno nie podjęło żadnych działań i pozostawiło moje konto w pełni aktywne. Opóźniali proces, prosząc mnie o zrobienie dobrowolnej „przerwy" i oferując inne alternatywne rozwiązania.

Ponieważ moje konto pozostało otwarte pomimo mojego wyraźnego ostrzeżenia o uzależnieniu od hazardu, doszło u mnie do poważnego nawrotu choroby. 8 września pozwolono mi wpłacić i przegrać łącznie 9 000 PLN.

Ta ogromna strata finansowa jest bezpośrednią konsekwencją niedopełnienia przez kasyno obowiązku natychmiastowego wdrożenia samowykluczenia. W związku z tym oficjalnie żądam pełnego zwrotu kwoty 9 000 PLN wpłaconej po moim pierwszym wniosku z 5 września.

W załączniku przesyłam zrzuty ekranu mojego pierwszego zgłoszenia z 5 września oraz dowody wpłat z 8 września.

Dziękuję za pomoc w odzyskaniu moich środków od tego nieprzestrzegającego zasad operatora.

Dear Casino Guru Team,

I am opening this complaint against Milioner Casino due to a severe violation of Responsible Gambling principles and a complete failure to protect a vulnerable player.

On September 5th, I contacted the casino and explicitly stated that I wanted to close my account because I am a gambling addict and I have a serious gambling problem ("jestem uzależniony od hazardu i mam problem").

According to standard industry regulations and Casino Guru’s codex, a casino is obligated to close a player's account permanently and immediately upon receiving a self-declaration of gambling addiction. No further confirmation or marketing questions should be allowed.

Instead of an immediate lifetime ban, Milioner Casino failed to protect me. They kept my account active, asked whether I wanted a temporary break or to close the account, and engaged in discussing bonuses. Being an addict in a state of relapse, I succumbed to this temptation and subsequently asked for a no-deposit bonus.

Because the casino failed to close my account on September 5th, my account remained fully accessible. As a result, 3 days later, on September 8th, I was able to log in and deposit 9,000 PLN, which I subsequently lost.

The casino had 3 full days (72 hours) to process my clear statement of addiction. Any argument from the casino that I "did not confirm" the closure is completely invalid, as a declaration of addiction requires immediate, unconditional account termination.

I possess full evidence (screenshots) showing my explicit statement of addiction from September 5th, the casino's failure to block me, and my deposits from September 8th. I demand a full refund of the 9,000 PLN deposited after my clear declaration of addiction.

Thank you for your assistance.

Dear Mediator,

Yes, it is true that in response to their email asking for confirmation, I asked for a bonus instead. However, I must strongly emphasize that this happened ONLY because the casino failed to do its duty 3 days prior.

On September 5th, I clearly stated that I am a gambling addict. According to Casino Guru’s guidelines and standard Responsible Gambling policies, the casino was obligated to close my account IMMEDIATELY and PERMANENTLY upon hearing the word "addiction". They should never have sent me an email asking to "confirm" the closure, nor should they have left the communication channel open for retention.

As a vulnerable addict in a state of crisis, when the casino delayed the closure and left the door open, I lost control and fell into temptation, which led me to ask for a bonus. This is a recognized psychological symptom of gambling addiction. The casino's failure occurred on September 5th—had they applied an immediate lifetime ban as required, I would never have been able to ask for a bonus or deposit 9,000 PLN on September 8th.

Dear Mediator,

I would like to clarify and correct the chronology of events to ensure everything is accurate for the purposes of the investigation.

The deposit and loss of 9,000 PLN occurred on September 9th, not September 8th as previously mentioned. Furthermore, I would like to emphasize that as of today, September 11th, my Millioner Casino account is still fully active and open.

This chronological correction only underscores the scale of the problem affecting the casino. They received my clear statement of gambling addiction on September 5th. They had four full days to secure my account, yet they left it completely open, allowing me to deposit and lose 9,000 złoty on September 9th. Even now, almost a week later, they still haven't implemented mandatory self-exclusion.

Please update my complaint with the correct dates. The main issue remains the same: the casino completely failed to protect an individual who self-admitted to having an addiction.

Szanowny Mediatorze,

Chciałbym wyjaśnić i poprawić chronologię zdarzeń, aby mieć pewność, że wszystko jest dokładne na potrzeby śledztwa.

Wpłata i strata 9000 zł miały miejsce 9 września, a nie 8 września, jak wcześniej wspomniałem. Ponadto pragnę podkreślić, że od dziś, 11 września, moje konto w kasynie Milioner jest nadal w pełni aktywne i otwarte.

Ta korekta chronologiczna tylko podkreśla skalę problemu, jaki dotknął kasyno. Otrzymali moje wyraźne oświadczenie o uzależnieniu od hazardu 5 września. Mieli 4 pełne dni na zabezpieczenie mojego konta, a mimo to pozostawili je całkowicie otwarte, co pozwoliło mi wpłacić i stracić 9000 zł 9 września. Nawet teraz, prawie tydzień później, nadal nie zastosowali obowiązkowego samowykluczenia.

Proszę o aktualizację mojej skargi, podając prawidłowe daty. Główny problem pozostaje ten sam: kasyno całkowicie nie zapewniło ochrony osobie, która sama przyznała się do uzależnienia.

Thank you for your emails and for the updates.

• Since September 5, when you first contacted the casino with your request to permanently close your account due to gambling problems, have you repeated this request or contacted the casino again regarding self-exclusion? If so, please specify when and how you contacted them, and forward these messages to me as well.
• Is your casino account still open, or has the casino closed it in the meantime? If it has already been closed, please specify the date when the closure took place.