Millioner Casino - Игрок обращается за помощью в борьбе с игровой зависимостью.

I told the casino yesterday morning and today that I am addicted and have family problems because of gambling

Unfortunately without result, please support

Habe das casino gestern morgen und heute auch angesch das ich süchtig bin und Familien Probleme wegen Spiel habe

Leider ohne Ergebnis bitte um Unterstützung

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

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If anything seems suspicious, contact us directly.

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Dear besarion,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Millioner (Millioner2.com). Please note that casinos typically handle self-exclusion requests individually. Due to the high volume of daily email correspondence, a processing delay of a few days is common. While we understand this may be challenging, we advise allowing an additional one to two days for your request to be processed. In the event of any difficulties, we encourage you to seek support from your family. Additionally, you may find the Betblocker application a helpful resource.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted? What was their response?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Yes I have but unfortunately without result

The email address I provided does not exist. I have written this to them 3 times and all the data matches. I have also asked for corrections but without success. I sent my ID with a selfie.

Contacted live chat several times, unfortunately without result

Ja habe ich aber leider ohne Ergebnis

Die Email Adresse die ich angegeben habe existiert nicht das habe ich denen auch geschrieben 3 mal alle daten stimmen überein ich habe auch Korrektur gebeten aber ohne erfolg Ausweis mit selfi geschickt

Mehrere mal live Chat angeschrieben leider ohne Ergebnis

Total losses over 1700 euros

Gesamt Verluste über 1700 Euro

The request to restrict account is also ignored

Mit der Bitte um Account einschränken wird auch ignoriert

Dear Katarina, I have just sent you all emails

Liebe Katarina ich habe dir so eben alles Email geschickt

Hello dear Katarina my account has just been closed in the live chat

Unfortunately I had to invent a few things to close it

Request for assistance regarding refund

Hallo liebe katarina mein Account wurde so eben geschlossen im live Chat

Leider mußte ich aber ein paar Sachen erfinden um es zu schließen

Bit um Unterstützung wegen Rückerstattung

I've been losing my whole life, humanity has to be taken into account, if you're already addicted, nobody cares anymore, mainly about making money, what happens to others is irrelevant to everyone except casino guro, at least you're the ones you can rely on

Ich verliere schon mein ganzes Leben die Menschlichkeit muss doch beachtet werden wen mann schon süchtig ist das interessiert niemanden mehr hauptsächlich geld verdienen was mit anderen passiert ist jeden egal außer casino guro ihr seit wenigstens auf die mann sich verlassen kann

Dear besarion,

thank you for your messages and emails.

• Have you already been self excluded from this casino using your legitimate email address?
• What did you mean when you said you are locked everywhere?
• Have you received a direct response from the casino to your self exclusion email request, please?

Have you passed the KYC verification at this casino with a fake email address?

Furthermore, a self-exclusion request is only valid when directly linked to the player's account via a verified email address. Online casinos cannot close accounts based on unsolicited messages from unregistered email addresses, as sender identity verification is mandatory. Note that casinos may not honor requests if the originating email address does not match the one on file for the account.

Looking forward to your response,

Katarina

I said that I am blocked at almost every casino, my account was closed via live chat, I can't change my email address because they don't want to do it. I sent them all my data and documents in advance, but he wasn't interested.

Ich meinte das ich bei fast jedem casino gesperrt bin konto würde geschlossen per live chat da Email ändern geht nicht weil die kein lust dazu hatten ich habe den alle daten und Dokumente im voraus gesendet aber hatte den nicht interessiert

I have not received a response from the casino and the email address has not been changed.

Ich habe kein Antwort von casino erhalten die Email Adresse würde auch nicht geändert

Any request without answer

Jegliche Anfrage ohne Antwort

Dear besarion,

thank you for your messages.

• Has the casino requested a KYC verification of your account, please?
• Have you considered installing the BetBlocker application as it was offered in my first response?
• Could you please confirm the accuracy of the remaining information provided in your registration form?
• Could you please contact your payment provider directly to request a block on transactions to the casino's account?

Looking forward to your reply.

Katairna

Yes, I confirm

Ja ich bestätige

Please help with the refund

Account would be closed

Bitte um Hilfe bei der Rückerstattung

Account würde geschlossen

I request representation of the casino

Ich bitte um Vertretung des casinos

I would like to know why everything is so delayed. Finally answer and everything always went so quickly. You are getting worse and worse. It's time to close your account.

Ich würde gerne wissen warum alles so verzögert wird antwortet endlich und es ging alles immer so schnell ihr werdet immer schlechter wird zeit bei euch das Konto zu schließen

Dear besarion,

thank you for your messages.

To ensure clarity and prevent confusion, kindly explicitly indicate which answer corresponds to each of my questions. Please confirm whether all four of my questions have been addressed.

Do I understand correctly that your account is now closed and you cannot access it anymore?

Was the account balance zero before closure?

Looking forward to your reply,

Katarina

The account balance was zero, correct.

Account closed. Unfortunately, this does not comply with the terms and conditions (24/7).

Der konto stand war null richtig

Account würde geschlossen Leider laut dem agb 24 nicht eingehalten

I did everything they told me to do; I completed four points.

Alles was sie mir geschrieben haben habe ich gemacht 4 punkte habe ich erledigt gehabt

Dear besarion,

thank you for your messages.

• Could you please provide the exact date of your account closure?
• Additionally, could you please share what date exactly you have made your last deposit at this casino?
• Do you have an access to your deposit history? Could you please forward it to me?

Looking forward to your reply!

Katarina

I no longer have access

All I can say is that it closed late.

Ich habe keinen Zugriff mehr

Ich kann nur sagen das es verspätet geschlossen wurde

Dear besarion,

thank you for your response.

According to the available evidence, you submitted your self-exclusion request on October 5th,and the casino closed your account on October 7th, as you yourself have confirmed in this thread. You also confirmed that the account balance at the day of closure was zero. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention. Additionally this whole process was made more difficult considering that the email you registered with does not exist.

From our perspective, Millioner Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Katarina