MilkyWay Casino - Povlačenje igrača je odloženo.

Casino Name: Milky Way Casino

Main Issue: Withdrawal problems / No full refund of deposit

Complaint Text:

I deposited €11,247.43 via USDT (ERC20). All withdrawal conditions were fully met, and my current balance is exactly €11,247.43 (no winnings).

In late March 2026, the casino promised a full refund. However, the Finance Department has been completely unresponsive for over 1 month despite dozens of emails from me.

Although chat support still responds, they only repeatedly say "We have forwarded it to the finance department, please wait for their email." I have been told this for more than 1 month, but no email has ever arrived.

Additionally, they demanded excessive KYC documents even though I had already submitted proper ID and address verification earlier. They asked for wallet details, screenshots of balances on various pages, screen recordings, etc. — demands that are typical of scam tactics. Because of this, I have given up on claiming my additional €20,000 winnings.

I have waited more than 2 months with no meaningful progress.

Requested Solution:

Full refund of my deposit: €11,247.43

Please help mediate this case.

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 negative experience with MilkyWay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• Is your player's account accessible to you? Can you log in?
• When was the last time you submitted documents to the casino for verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thanks for your patience.

Please not we assist players with refunds of deposits only when we believe they are eligible.

Kindly explain what obstacles to completing the verification procedure there were during the process.

Please explain which documents the casino requested and why it was hard or impossible for you to provide these documents.

I apologize for the inconvenience.

Thanks for your reply.

• Would you be able to specify which wallet you have used to deposit?
• Would you be able to share screenshots from the wallet environment you submitted to the casino during verification?

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear tata777,

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,
Tomas
Casino.Guru