MilkyWay Casino - Die Gewinne des Spielers sind auf seinem Casino-Konto eingefroren.

Guys, let me give you a tip: never deposit money at MilkyWay, it's a scam!

Over a period of approximately three weeks, I deposited €550 and won small amounts, but I didn't withdraw them to my account because they were small. One day I won €250 and wanted to withdraw it, but unfortunately, a withdrawal is not possible.

This is a scam; you deposit money, and no matter what you win, you can't withdraw it back to your account!

I emailed them, and they told me to enter my bank details – 16 digits, but an IBAN has 20 digits, haha. They were trying to pull a fast one on me. They also wanted me to register with my ID card, but nothing worked. No withdrawal is possible; the money stays in the casino account.

Outrageous! I've never experienced anything like this!!

Leute, ich gebe euch ein Tipp, zahlt niemals bei MilkyWay ein, das ist eine Betrüger Masche!

Ich habe in einem Zeitraum von ca. 3 Wochen 550€ eingezahlt, hatte kleine Beträge gewonnen aber sie nicht auf mein Konto gemacht weil es kleine Beträge waren. Einen Tag hab ich 250€ gewonnen und wollte sie auf mein Konto machen, leider ist keine Auszahlung möglich.

das ist Betrug, man zahlt Geld ein, egal was man gewinnt kann man nicht mehr auf sein Konto ziehen!

Ich habe denen eine E-Mail geschrieben, und sie meinten ich soll meine Konto Daten eintragen 16 Ziffern, eine IBAN hat aber 20 Ziffern haha die wollten mich für dumm verkaufen. und sollte mich mit Personalausweis anmelden aber hat alles nicht funktioniert. Keine Auszahlung möglich, das Geld bleibt auf dem CASINO Konto

Frechheit noch nie sowas erlebt !!

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 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.

• Could you please send me a screenshot of the payment methods available for withdrawals in your casino account?
• Which payment method did you use to deposit funds into your casino account?
• Have you explained the issue with your IBAN to customer support? If so, what recommendations or suggestions did they provide regarding how you could withdraw your winnings?
• Have you successfully passed the full KYC verification at this casino?

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

The online casino's customer service has suddenly stopped responding to emails.

I have tried several times to withdraw my money there; sometimes it says that funds cannot be withdrawn, and sometimes that I have supposedly activated a bonus and it is not possible.

der Service von dem online Casino reagiert jetzt aufeinmal nicht mehr auf E-Mails.

ich habe mehrfach versucht mein Geld dort auszuzahlen, manchmal steht da das Gelder nicht auszahlen sind und manchmal das ich einen Boni angeblich aktiviert hätte und es nicht möglich wäre.

The bonus was simply deactivated by the casino; I didn't activate anything. It was also gone for a while, and it wasn't possible to withdraw my winnings.

der Bonus wurde einfach vom Casino deaktiviert, ich habe nichts aktiviert, er war auch in zwischen Zeit mal weg und es war auch nicht möglich mein Gewinn auszahlen.

Dear Jeff0341

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,

Veronika

Dear Jeff0341,

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 MilkyWay 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.

How do they want to contact the casino?

They're not giving any answer at all, and they're simply keeping my winnings.

I will file a complaint against the casino.

Wie wollen sie das Casino kontaktieren?

die geben ja überhaupt keine Antwort, und behalten mein Gewinn einfach ein.

ich werde eine Anzeige erstatten gegen das Casino.

Hello,

we contacted Martina via Teams. Please check.

Hello Dear Jeff0341,

According to the information provided by the casino, your withdrawal is currently pending because the required account verification has not yet been completed.

The casino states that you were previously informed which documents are required. Please upload the requested documents through the Verification section of your casino account.

Once the documents have been submitted and successfully reviewed, the casino should be able to complete the verification and proceed with your withdrawal request.

Please let me know once you have uploaded the requested documents, or if you are experiencing any problems with the verification process.

This message appears every time I try to upload everything; it's not working.

das erscheint jedes Mal wenn ich alles hochladen möchte es funktioniert nicht.

I received this email, sent my ID card via this email, and am curious to see what comes back.

I want my payout soon, how much longer is this charade going to drag on?!

Ich habe diese E-Mail erhalten, habe meinen Personalausweis über diese E-Mail hingeschickt und bin mal gespannt was zurück kommt.

Ich möchte meine Auszahlung langsam haben wie lange soll das Theater noch dauern ? !

The upload was successful, but no payout is possible!

If my money isn't paid out by the 15th, MilkyWay will hear from my lawyer.

es war jetzt was erfolgreich beim hochladen trotzdem keine Auszahlung möglich !

Ist mein Geld nicht bis zum 15. ausgezahlt wird MilkyWay von meinem Anwalt was hören

If my withdrawal from MilkyWay Casino is not in my account by the 15th, I will take legal action against them.

I'm not the only one here, so think it over carefully 😉

MilkyWay Casino ist meine Auszahlung bis zum 15. nicht auf mein Konto werde ich gerichtliche Schritte gegen sie einlegen.

ich bin nicht der einzigste hier also überlegen sie es sich gut 😉

Dear MilkyWay Casino representative,

The player has now provided evidence that the image upload was completed successfully and states that an identity document was also sent by email. Could you please confirm the player’s current verification status, specify any particular document or requirement that remains outstanding, and clarify whether the €250 withdrawal can now proceed?

Thank you.

It's completely impossible to withdraw the money! Why?

Es ist überhaupt nicht möglich das Geld auszuzahlen! Warum ?????

Our support team informed us that the player didn't provide the main document for KYC - his ID. Once we receive it - the player will get hiw winnings.

MilkyWay, are you kidding me or what?!

WHY does it show that the documents are already available when supposedly no identity card is present? Please explain that to me!

MilkyWay, wollen sie mich verarschen oder was ?!

WARUM wird mir dann angezeigt das die Dokumente schon vorhanden sind wenn angeblich kein Personalausweis vorliegt erklären sie mir das bitte mal ?!

This is a complete scam, and a waste of time chasing after my money; they're always finding new excuses not to pay out my winnings. Not a single case has been resolved yet.

I will file a complaint against her tomorrow.

das ist die blanke verarsche hier, und Zeitverschwendung meinen Geld hinterher zu rennen, sie suchen immer neue Ausreden um meinen Gewinn nicht auszuzahlen. Hier wurde bisher kein fall geklärt.

ich werde gegen sie morgen eine Anzeige erstatten.

I tried to re-upload the documents, but it's not possible. Please explain!

Ich habe die Dokumente Versuch jetzt nochmal neu hoch zuladen es ist nicht möglich erklären sie es mir !!

Dear MilkyWay Casino Team,

Could you please instruct the player how and where should he resubmit /resend the photo of his ID?

Thank you very much in advance

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.

Hello,

the player can send his ID via email to our support team - support@milkyway.casino. After receiving his ID we will proceed the payment.

Dear Jeff0341,

Please let me know once you send the ID to the casino.

Thank you very much in advance.