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I deposited 148.00 BRL, equivalent to 30 dollars, and was awarded a 40-dollar bonus. I wagered the 30 dollars and lost, then I gambled the 40-dollar bonus with a rollover of 1,800 dollars. Having successfully met the rollover requirement, I requested a withdrawal of 800 dollars. However, I have not received my withdrawal and my account has been deleted. Can you assist me? I know you have rated this Casino as being terrible and to stay away from it, but could you please help me recover my winnings?

Depositei 148,00 BRL equivalente a 30 dólares e ganhei o bônus de 40 dólares, joguei os 30 dólares e perdi, joguei o bônus de 40 dólares com rollover de 1.800 dólares consegui o rollover e solicitei o saque de 800 dólares, mas não recebi o saque e minha conta foi excluída, poderiam me ajudar, eu sei que vocês avaliaram esse Casino como péssimo que ficar longe dele, mas poderiam ajudar a recuperar meus ganhos por favor

Dear leonardocaragua100,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Are you aware of creating an account in the casino in the past?
• Could you please advise if you have passed the KYC verification?

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.

Best regards,

Tomas

Is there any chance that someone in your family or using the same IP address has also created an account at this casino?

A: At home, my son and I play casinos, but we never use the same IP address to avoid this problem.

Have you created a casino account in the past?

A: I always go to the Casinoguro website for the no deposit bonus, and sign up to get the bonus, even this week the Casino in question was in the no deposit bonus, but I preferred to use the 150% bonus.

Could you please advise if you passed the KYC verification?

A: I checked my email and phone number, I entered the chat and they said I could request the withdrawal and my account had been verified.

I verified that my account is still active with the withdrawal rejected, and 30 dollars listed as cash.

I have all the prints of the rollover, the balance, the rejected withdrawal of the deposit made in my name and CPF.

Existe alguma chance de alguém da sua família ou usando o mesmo endereço IP também ter criado uma conta neste cassino?

R: Em casa jogamos eu e meu filho casinos, mas nunca usamos o mesmo endereço de IP para não haver esse problema.

Você já criou uma conta no cassino no passado?

R: Sempre entro no site do Casinoguro no bonus sem depósito, e faço a inscrição para ganhar o bônus, inclusive essa semana estava nos bônus sem depósitos esse Casino Casino em questão, mas preferi utilizar o bônus de 150%.

Você poderia informar se passou na verificação KYC?

R: verifiquei o e mail e o número do telefone, entrei no chat disseram que eu poderia solicitar o saque que minha conta tinha sido verificada.

Verifiquei que minha conta ainda está ativa com o saque rejeitado, e 30 dólares constando como cash.

Tenho todos os prints do rollover, do saldo, do saque rejeitado do depósito realizado em meu nome e CPF.

Do I understand correctly you and your son have each an account in this casino?

Do I understand correctly you play from the same household and yet you use different IP addresses?

My account was closed and my winnings confiscated, I got the rollover and the Casino didn't pay me, we had an account at this Casino, I have an account at several Betano, BLAZE, Betway casinos and these sites always pay out the winnings, even playing in the same house, even on same cell phone. I have photos of all the rollover stages of my withdrawal that was denied, of the account closed. And in fact, I didn't even receive the amount I deposited back.

Minha conta foi encerrada e meus ganhos confiscados, consegui o rollover e o Casino não me pagou, tínhamos conta nesse Casino, tenho conta em vários casinos Betano, BLAZE, betway e esses sites sempre pagam os ganhos, mesmo jogando na mesma casa até mesmo no mesmo celular. Eu tenho fotos de todas as etapas do rollover da minha retirada que foi negada, da conta encerrada. E aliás não recebi nem o valor que depositei de volta.

If you access two or more accounts in the casino with 1 device the casino will consider you have multiple accounts, and we can't argue casino overlooks such a breach of its rules.

I remind you usually casinos forbid having multiple accounts, and if you use a single device, the casino will automatically assume both belong to a single person.

I would recommend you don't use this practice in the future in any online casino going forward, otherwise, you might face issues when withdrawing your winnings.

• Could you please explain in more detail the circumstances under which you and your son were active in this casino?
• Have you both taken advantage of bonuses?
• Have you deposited in the casino, using your payment method?

We always go to the Casinoguro website and play with the no deposit bonus, we both played the no deposit bonus and didn't get any winnings, but I deposited 100 dollars and got the 200% rollover bonus, I checked that my son didn't make any deposits to his account .

Yes, I deposited at the Casino using the account with my CPF, I have proof of deposit.

Sempre entramos no site Casinoguro e jogamos com o bônus sem depósito, ambos jogamos o bônus sem depósito e não obtivemos ganhos, mas eu depositei 100 dólares e ganhei o bônus de 200% com rollover, verifiquei que meu filho não efetuou nenhum depósito na conta dele.

Sim depositei no Casino utilizando a conta com meu CPF, tenho o comprovante de depósito.

Have you used different devices when depositing and playing in this casino?

If you use the same device to register and play in the casino, the casino will consider both accounts as belonging to the same person.

I'll await your reply.

Sir, I told you everything, the Casino closed my account and even pocketed the money I deposited, this Casino is dishonest.

You'll be stuck asking questions, if the Casino considers the same person it's not my problem, I deposited with my CPF, I got the rollover, I got 4,000 BRL and the Casino closed my account, I already explained everything to you, now if you're going to stay like that nonsense, you don't even need to help me, thank you.

You had already warned that the Casino's rating was low and I risked depositing, so I was at a loss, I just thought you intervened but I saw that you couldn't do anything.

Senhor já lhe falei tudo, o Casino encerrou minha conta e embolsou até o dinheiro que depositei, esse Casino é desonesto.

Vocês irão ficar nessa enrolação perguntando as coisas, se o Casino considera a mesma pessoa o problema não é meu, eu depositei com meu CPF bati o rollover ganhei 4.000 BRL e o Casino encerrou minha conta, já lhe expliquei tudo, agora se for ficar nessa enrolação, nem precisa me ajudar obrigado.

Vocês já tinham alertado que a nota do Casino era baixa eu que arrisquei a depositar, então fiquei no prejuízo, só achei que vocês interviram mas vi que não podem fazer nada.

Based on your description of circumstances, you played on multiple accounts in online casinos. Such practice will be considered having multiple accounts regardless of these accounts being registered to multiple people. It will result in casinos confiscating your winnings because having multiple accounts is prohibited in most online casinos.

Could you please clarify if you accessed multiple accounts using a single device in this casino?

I'll await your reply.

I already explained to you that my son and I play at home, so we only have 2 accounts, not several accounts, we have 3 cell phones at home, but this discussion will go far, I'm not going to play at this Casino anymore, in fact they didn't even refund my deposit, what's the point? It proves that they have that I have several accounts and as far as I know, my son played the no deposit bonus at this Casino and did not make any deposit, only I made the deposit, and as I told you, this multiple accounts thing is an excuse for casinos that they usually do not pay out the winnings.

Já lhe expliquei que em casa jogamos eu e meu filho então temos 2 contas somente, não são várias contas, temos 3 celulares casa, mas essa discussão irá longe, não vou jogar mais nesse Casino, aliás não devolveram nem o meu depósito, qual a prova que eles tem que tenho várias contas sendo que pelo que eu sei , meu filho jogou o bônus sem depósito nesse Casino e não efetuou nenhum depósito, somente eu fiz o depósito, e como lhe falei esse negócio de várias contas é desculpa de casinos que costumam não pagar os ganhos.

I apologize for the late reply. Thanks for the explanation.

Has your son deposited in the casino?

Has your son used bonses to play?

Have you created the account in this casino first?

He doesn't remember if he deposited because his account was closed.

We used the no deposit bonus because when the bonus is listed on Casinoguro we play all the no deposit bonuses that appear.

There is no way to know who created the account first as both accounts have been closed.

And they still haven't returned my 10 dollar deposit, I've sent an email to the Casino and they don't respond.

As I told you, bad and dishonest casino.

If it doesn't solve it, there's no problem, there are things that are beyond your control, but at least you should return my deposit.

Ele não lembra se depositou porque a conta dele foi encerrada.

Utilizou o bônus sem depósito porque quando o bônus ė listados no Casinoguro jogamos todos os bônus sem depósito que aparece.

Não tem como saber quem criou a conta primeiro pois as duas contas foram encerradas.

E ainda não devolveram meu depósito de 10 dólares já enviei e mail para o Casino e eles não respondem.

Conforme lhe disse casino ruim e desonesto.

Se não resolver não tem problemas algum, tem coisas que fogem do alcance de vocês, mas pelo menos deveriam devolver meu depósito.

Thank you very much, leonardocaragua100, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

I need to contact you by email michal.k@casino.guru or do I have to wait? I don't know how this will be resolved but I'll see you in the near future that you mentioned, thank you!

Eu preciso entrar em contato por e mail michal.k@casino.guru ou tenho que aguardar? Eu não sei como isso de resolvera mas vou até esse futuro próximo que mencionou obrigado!

Hello leonardocaragua100,

I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know MilkyWay Casino has these rules mentioned in its terms and conditions you have agreed to when opening your account:

5. Registration

5.4. You are only allowed to register one Account with the Service. Only one Account for each household, IP, PC is allowed. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf. If you attempt to open more than one Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@milkyway.casino. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Player Account you must notify us immediately. Failure to do so may lead to your Player account being blocked for access.If the discrepancies between the name of the account holder in the milkyway1.casino and the name of the credit card holder through which the deposit was made are detected, this will also result in the blocking of all Accounts and termination of all payments.

2. General bonus terms and conditions

2.2. All Player bonus offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, Neteller etc.), IP, and shared computer, e.g. public library or workplace.

2.22. If it has discovered that a group players are using the same betting scheme/style and are connected via (but not limited to) location, payment system, device or IP, milkyway1.casino management will at its own discretion have the right to confiscate bonus winnings and/or deposit.

Please be aware that if you and your son have used the same devices and claimed identical bonuses, these actions are considered prohibited practices. While I can still inquire with the casino team for their input on this matter, unfortunately, there may be limited options available to address this situation.

All bonus offers for players are limited to one per person, family , so users of this Casino, before signing up at this Casino, have to ask everyone in the household, has anyone deposited with a bonus at this Casino? If 10 people live in the house, only one can deposit RSS correctly? home address, email address, telephone number, same payment account number (e.g. debit or credit card, Neteller etc.), IP and shared computer, e.g. public library or workplace.

Strange that they identify the same IP, address, computer, but the deposit is not blocked, only the winnings are blocked, I think this is the Casino's excuse for not paying out the winnings, the casinos want more customers and everyone in my house plays for For example, at Betano, BLAZE, betway, we use the same cell phone and these casinos do not have the same IP, Domicile, etc.

If I read all the terms of new casinos I will just read terms, but these weak casinos always have some excuse.

Todas as ofertas de bônus para jogadores são limitadas a uma por pessoa, família então para os usuários desse Casino antes de fazerem a inscrição nesse Casino, tem que ficarem perguntando para todos na residência, alguém depositou com bônus nesse Casino? Se morar 10 pessoas na casa somente um poderá depositar correto RSS? endereço residencial , endereço de e-mail, número de telefone, mesmo número de conta de pagamento (por exemplo, cartão de débito ou crédito, Neteller etc.), IP e computador compartilhado , por exemplo, biblioteca pública ou local de trabalho.

Estranho que eles identificam o mesmo IP, endereço, computador, mas o depósito não é bloqueado, somente é bloqueado os ganhos, acho que isso é desculpa do Casino para não pagar os ganhos, os casinos querem mais clientes e todos em minha casa jogam por exemplo na Betano, BLAZE, betway, utilizamos o mesmo celular e esses casinos não esse negócio de mesmo IP, Domicilio etc.

Se eu for ler todos os termos dos novos casinos irei ficar só lendo termos, mas esses casinos fracos sempre tem alguma desculpa.

Dear leonardocaragua100,

I understand your concerns regarding the lack of prior notification about potential violations of the MilkyWay Casino's terms before your withdrawal, but it's essential to highlight that the discovery of any inconsistencies typically occurs during or after the implementation of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request.

While I find it somewhat surprising, as you mentioned, that other casinos allow you to play with your son from the same device, this decision lies solely with the certain casino team. Nonetheless, I cannot dispute MilkyWay Casino's adherence to its terms and conditions.

I have requested additional information from the MilkyWay Casino team, but as I mentioned above, as you and your son have used the same devices and claimed identical bonuses, these actions are considered prohibited practices, and we most likely will be forced to reject your complaint.

I didn't say I used the same device did I? I only gave an example of some casinos that do not have this excuse, I would like at least the return of my deposit of 20 dollars, as rejecting the winnings is one thing, now taking ownership of the deposit I made is another situation, I would like you to help me in returning the deposit which I did, thank you

Eu não disse que utilizei o mesmo dispositivo eu disse? Só dei exemplo de alguns casinos que não tem essa desculpa, gostaria de pelo menos a devolução do meu depósito de 20 dólares, pois rejeitar os ganhos é uma coisa, agora se apropriar do depositei é outra situação, gostaria que me ajudasse na devolução do depósito que realizei obrigado

Dear MilkyWay Casino,

Could you please provide me with evidence of the breach committed by the player that resulted in the confiscation of their funds and the closure of their account? Additionally, is it feasible for you to return the player's initial deposit?

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.

That's fine, but I don't think they will even respond, as their grade is already very low, they won't be worried if their grade drops any further. We'll be waiting, thanks for your attention!

Tudo bem mas acho que eles nem irão responder, pois a nota deles já é bem baixa, não estarão preocupados se baixar mais a nota deles. Ficaremos no aguardo obrigado pela atenção!

Hi,

all the evidence about multiple accounts violation of the player will be sent directly to Michal.

If you have any other questions you can contact us.

Best regards,

MilkyWay Casino

Strangely, my account was activated without the Casino showing multiple accounts as they say, I had difficulty depositing, they even told me the method that players from Brazil should use, and they also didn't show multiple accounts as they say, I made the deposit and they also didn't show multiple accounts as they say , only when I achieved the rollover, which is very high, and achieved the winnings did I have evidence of multiple accounts as they say, so until the moment of deposit I did not have multiple accounts as they say....

Estranho minha conta foi ativada sem o Casino evidenciar contas múltiplas como dizem, tive dificuldade no depósito até me responderam o método que jogadores do Brasil deveriam utilizar, e também não evidenciaram contas múltiplas como dizem, realizei o depósito e também não evidenciaram contas múltiplas como dizem, somente no momento que consegui o rollover que é bem alto, e consegui os ganhos que tive evidências de contas múltiplas como dizem, então até o momento do depósito eu não tinha contas múltiplas como dizem....

account activated, deposit methods response

conta ativada, resposta dos métodos de depósito

Thank you for your response and the provided evidence, MilkyWay Casino team.

Dear leonardocaragua100,

As I mentioned already it's essential to highlight that the discovery of any inconsistencies typically occurs during or after the implementation of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request.

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with similar IPs, device IDs, device cookies, and the same or very similar password. All of the accounts took advantage of the bonuses and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as mentioned above. The casino team informed me they would refund your initial deposit, which seems like a fair thing to do.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru