For the first time, I made a withdrawal on July 15. It was canceled by Casino for the first time on 18.7. I don't know the reason. I asked for advice on the matter in the chat. The chat has not answered my numerous questions. The casino also does not respond to my messages about this by e-mail. I received one piece of advice on 20.7 and I acted on it, I received instructions to enter the account number correctly, but the withdrawal was canceled again today. The chat doesn't answer my questions at all, neither does the instant mail. I've asked for help in the message to do the right thing so I can get my money, but I can't get help from there. I have submitted 4 different documents to Casino on my own initiative, and I have received a message in my email that they have been accepted. However, they have not been confirmed on the casino's website. I have not been asked for any further explanations.

Olen ensimm?inen kerran tehnyt kotiutuksen 15.7. Se peruttiin casinon taholta ensimm?inen kerran 18.7. Syy ei ole tiedossani. Kysyin chatiss? neuvoa asiaan. Chatti ei ole vastannut lukuisiin kysymyksiini. Casino ei my?sk??n vastaa s?hk?postilla viesteihini asiasta. Yhden neuvon sain 20.7 ja toimin sen mukaan, sain ohjeen tilinumeron oikein merkitsemisern, mutta kotiutus peruttiin j?lleen t?n??n. Chatti ei vastaa kysymyksiini ollenkaan, ei my?sk??n d?hk?posti. Olen pyyt?nyt viestin apua toimia oikein, ett? saisi rahani, mutta apua sielt? ei saa. Olen oma-aloitteisesti toimittanut Casinolle 4 erilaista asiakirjaa, joista olen saanut s?hk?postiini viestin, ett? ne on hyv?ksytty. Casinon sivuilla kuitenkin niit? ei ole vahvistettu. Minulta ei ole pyydetty mit??n lis?selvityksi?.

Hello metta79,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayMillion Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has not been verified, even though I have uploaded documents (driver's license, financial invoice, bank statement and bank card). Of these, I did receive an email on 7/16/22 and 7/17/22 that they have been confirmed. No other documents have been requested from me. I played with the money I deposited.

The last and only e-mail I received in response to my messages came on the morning of 20.7. It told me that the withdrawal has been canceled due to the incorrect account number I provided. I was asked to change the account number and then contact them either by replying to email or via chat so that they can inform the payment department that the withdrawal can be processed. This is what I did, but my message was not answered and the return was rejected again. I don't know the reason because my inquiries have not been answered. I have tried to clarify the matter both by email and chat. Chatti last answered me on 18.7. Then I only received information that the repatriation has to be processed. I have sent numerous chat messages since then but have not been answered.

Tili?ni ei ole vahvistettu, vaikka olen ladannut asiakirjoja (ajokortti, talouslasku, tiliote ja pankkikortti). N?ist? olen kyll? saanut 16.7.22 ja 17.7.22 s?hk?postin, ett? ne on vahvistettu. Muita asiakirjoja minulta ei ole pyydetty. Pelasin talettamallani rahalla.

Viimeisin ja ainoa s?hk?posti, jonka olen vastauksena viesteihini saanut on tullut 20.7 aamulla. Siin? minulle kerrottiin, ett? kotiutus on peruttu v??rin ilmoittamani tilinumeron vuoksi. Minua pyydettiin muuttamaan tilinumero ja olemaan sitten heihin yhteydess? joko vastaamalla s?hk?postiin tai chatin kautta, jotta voivat ilmoittaa maksuosastolle, ett? kotiutus voidaan k?sitell?. Toimin n?in, mutta viestiini ei vastattu ja kotiutus hyl?ttiin uudelleen. Syyt? en tied?, koska minun tiedusteluihini ei ole vastattu. Olen pyrkinyt asiaa selvitt?m??n niin s?hk?postilla kuin chatissakin. Chatti on viimeksi vastannut minulle 18.7. Silloin sain vain tiedon, ett? kotiutus on k?sitelt?v?. Olen l?hett?nyt lukuisia chatviestej? sen j?lkeen, mutta niihin ei ole vastattu.

I don't want my previous message to be published publicly, because out of my thoughtlessness I put a screenshot in the message with my private information. I can't get the message deleted.

En halua edellist? viesti?ni julkaistavan julkisesti, koska ajattelemattomuuttani laitoin viestiin kuvakaappauksen, jossa yksityisi? tietojani. En saa viesti? poistettua.

Hello metta79,

Your post with the personal details have been hidden, now only you, us and the casino can see it. Also thank you for all the information provided. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi metta79,

I've just reviewed your case and am very sorry that you have to deal with this issue. I'll try my best to help you by contacting the casino.

Dear PlayMillion Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information from your side? Are there any specific reasons for the player's account to not be verified? Can you please check if there're any documents missing from the player to complete the verification and make a withdrawal?

Looking forward to hearing from you.

Regards,

Natalia

Casino has sent me a message today that the withdrawal has been approved. I'm still waiting for money in my account.

The withdrawal was approved after I had sent my account number via email to the Casino. The withdrawal form did not work correctly.

Casino on t?n??n laittanut minulle viestin, ett? kotiutus on hyv?ksytty. Odotan viel? rahoja tililleni.

Kotiutus hyv?ksyttiin, kun olin l?hett?nyt tilinumeroni s?hk?postilla Casinolle. Kotiutus lomake ei toiminut oikein.

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’.

I have received my withdrawal to my account after two weeks of waiting.

Olen saanut kotiutukseni tililleni kahden viikon odottelun j?lkeen.

Hi metta79,

I'm really glad to hear that you've received your funds! Thank you for using the Casino Guru complaint resolution center. I will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are always here to help, but I hope you won’t come across a problem like this again.

Best regards,

Natalia