Hello Millions Casino - Учетная запись игрока закрыта.

I submitted a withdrawal request of $639 while my account was fully active and in good standing. The request was still pending when my account was suddenly closed by HelloMillions.

I did not receive any prior warning or explanation of a violation. I am located in Arkansas, USA, which is not a restricted jurisdiction according to their Terms of Service. I have never used a VPN, and I only have one account.

After account closure, I was informed that no further correspondence would be answered, but my withdrawal was never processed or clarified.

I am requesting assistance in recovering my $639 withdrawal that was submitted before account closure.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Hello,

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 advise which games you focused on - slots, live casino, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

Here are the details you requested:

Games played: I mainly played [slots / live casino /.

Account verification: [Yes, I completed verification before losing access.

I submitted ID, proof of address, etc and it was pending.

Winnings and bonus: My winnings were accumulated without a bonus.

To give you a clearer picture, here is a brief summary of what happened:

I deposited money to HelloMillions account and played and won $639.10. I requested a withdrawal and then 2 days after they blocked my account. I havent gotten my $639.10 winnings.

Please let me know if you need any additional information or documents from my side. I appreciate your help in resolving this matter.

Best regards,

[Redacted]

Hello any update??

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any additional communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

Ok im sending those documents

Hi Attila,

Thank you for your message.

I will gather all the documents I previously submitted to the casino, along with the full communication history between me and their customer support, and send everything to your email shortly.

Please let me know if there is anything specific you would like me to highlight or include.

Thank you for your assistance and support.

Best regards,

[Redacted]

Thank you very much for your response. Unfortunately, the email with the subject "Hello millions verification documents" did not contain any attachments. Could you please check again?

Thank you in advance for your patience and cooperation.

I sent you 2 different emails could you please double check?

Thank you for your response. I would like to clarify the situation further. So far, I have received three emails from you. The first email was titled "Hello millions" and included screenshots of the conversation between you and the casino's customer support. The subsequent two emails were titled "Hello millions verification documents" and "Re: Hello millions." However, these last two emails did not contain any attachments, as indicated in the screenshot provided below.

In order for us to proceed with this complaint, could you please try sending the documents again?

I appreciate your patience and cooperation.

Best regards.

Attila

Dear Jingjing22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru