Millioner Casino - O levantamento dos prémios dos jogadores está atrasado.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear Yoann22222,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Yoann22222,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I'm still in the KYC verification process. Please let me know of any updates.

Buenas siguo en verificación kyc al parecer cualquier novedad avisadme

I have not received any refund since

No he recibido ningún reintegro desde

Dear Yoann22222, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla M.

I believe I successfully withdrew once from this casino

I accumulated this 50,000 winnings with real money. As I said, I've spent 12,000 euros at this casino and I don't have an active bonus.

I used to gamble, but I never played in the sports section.

And today I received an email saying that I have to provide them with an invoice with my address, so a bank statement from a traditional bank with my name and address

He retirado me parece que una vez exitosamente de este casino

Acumule está ganancia de 50 000 con saldo real como he dicho he gastado 12000 euros en este casino y no tengo bono activo

Jugaba a las apuestas nunca he jugado en la sección deportes

Y hoy recibí un mail diciendo que les tengo que proporcionar una factura con mi domicilio así que un extracto bancario de un banco tradicional con mi nombre y mi dirección

I've been waiting for this withdrawal for 21 days.

Hace 21 días que espero este retiro

The casino won't update my address, which makes KYC verification impossible. It also says I can't make withdrawals because there's no withdrawal or deposit method available.

El casino no cambia mi dirección lo que me imposibilita la verificación kyc ademas me dice que no puedo efectuar retiros porque no hay método de retiro o depósito

I want to file a formal complaint so that I can at least get back the money I've spent on this website.

Quiero hacer una denuncia formal para que al menos me devuelvan el dinero que he jugado en esta pagina

Apparently they've received the documentation again by email, but I'm not allowed to make a withdrawal because I'm still in KYC verification.

Por lo visto han recibido la documentación de nuevo por mail , pero no se me permite hacer reintegro ya que sigo en verificación kyc

My password was changed, withdrawals are blocked by the operator, the situation is very serious

Me cambiaron la contraseña los retiros están bloqueados por el operador la situación es muy grave

Hello Yoann22222,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Yoann22222,

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, Martina, (martina.b@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,

Karla Mayfly

Dear Yoann22222,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Millioner Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

I've been waiting a month to withdraw my money, and I've given official documents, including my ID cards, several times.

Si hace 1 mes que espero poder retirar he dado varias veces documentos oficiales incluso mis dnis

Still restricted

Todavía restringido

I still can't withdraw my funds

Todavía no puedo retirar mis fondos

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.

I am willing to make a deal to resolve the claim

Estoy dispuesto a hacer un trato para resolver la reclamación

If they give me a third of my balance back, I'll close the complaint and also leave a positive review.

Con que me den el tercio de mi saldo cierro la queja ademas daré opinión positiva

Otherwise, I will file a complaint and they will face severe penalties, in addition to giving negative reviews and disputing all related transactions with the bank.

Sino lanzaré una denuncia y tendrán sanción graves aparte de que daré opiniones negativas y disputarse al banco toda las transacciones relacionadas

It is unacceptable

Es inadmisble

KYC verification not yet possible

Todavía sin verificación kyc posible

Dear Yoann22222,

I completely understand your frustration.

I am also trying to contact the casino outside of the complaint thread, so that we have a few more options to move the case forward.

I will keep you updated as soon as I receive any new information.

It's very important to me, please.

Me es muy importante por favor

I need help urgently.

Necesito ayuda urgente

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

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