MilkyWay Casino - Das Spielerkonto wurde geschlossen und die Auszahlung verzögert sich.

Hello, I was able to make a deposit at the casino. However, I immediately requested my account to be suspended due to gambling addiction. I asked for the 100 Euro deposit to be refunded to my bank account which was promised to me. My account was suspended, and I no longer have access to it I was blocked on live chat. I would like to have the 100 Euro, which I did not gamble with, refunded.

Hallo ich konnte beim casino einzahlen. Habe aber dann direkt mein Konto wegen Spielsucht sperren lassen. Ich habe darum gebeten mir die 100 Euro Einzahlung auf mein Bankkonto zu erstatten Dies wurde mir auch zugesagt. Mein Konto wurde gesperrt und ich habe kein Zugriff mehr darauf Im livechat wurde ich gespeert. Ich möchte gerne die 100 Euro womit ich nicht gespielt habe erstattet bekommen

Dear Anonymized736,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your refund 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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If you still haven't received your refund by 14 days since requesting it, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

And why does the casino suddenly block my live chat and I can no longer speak to them????

Und warum speert das Casino auf einmal meinen Livechat und ich kann nicht mehr mit ihnen sprechen ????

Dear Anonymized736,

• Have you since received a refund from the casino?
• Have you been informed of any obstacles regarding your request by the casino?

Please let me know.

Good day. No, I didn't receive it. Casino said it would be refunded but I'm waiting and the chat is blocked

Guten Tag. Nein habe ich nicht erhalten. Casino hat gesagt es wird erstattet aber ich warte und der Chat ist gesperrt

Thank you very much, Alineb1991, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Anonymized736,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MilkyWay Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MilkyWay Casino,

Could you please provide detailed information regarding this case, specifically outlining the reasons behind the delay in issuing the player's refund after their account was closed due to gambling-related concerns?

Thank you in advance for your response!

Best Regards,

Kubo

Money has arrived

Geld ist eingetroffen

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.

Dear Anonymized736,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best Regards,

Kubo