MilkyWay Casino - プレイヤーが賞金を受け取れずにいます。

The first time, they allowed me to withdraw 100 euros

without asking me for any identification.

The second time I tried to make a withdrawal, they asked for proof of identity. I sent them what they asked for, i.e., my new ID with an expiration date like all European citizens, my debit card front and back, a utility bill, and a selfie with my card and a paper that says MILKY WAY. After 3 days, they sent me an email asking me to send a second ID and a bank statement.

(support@milkyway.casino

5:42 pm (39 minutes ago)

Hello

The Security Service asks you to pass the verification process and provide us with a basic set of documents

• Selfie with ID card/passport

 Provide a selfie with an ID card, holding an ID card, and a piece of paper with the 'MilkyWay' text. The photo you sent was previously of poor quality.

• Photo of any other document that identifies your person (driving license, birth certificate, or other documents)

• An extract from the bank, which will contain your full name, card number, seal and signature of a bank employee.

Sincerely,

Milky Way Casino)

I believe they are deliberately obstructing to prevent me from making a withdrawal. The documents I have sent them should be enough to verify my account. I can't keep sending them my private documents constantly.

ΤΗ ΠΡΩΤΗ ΦΟΡΑ ΜΕ ΑΦΗΣΑΝ ΝΑ ΚΑΝΩ ΑΝΑΛΗΨΗ 100ΕΥΡΩ

ΧΩΡΙΣ ΝΑ ΜΟΥ ΖΗΤΗΣΟΥΝ ΤΑΥΤΟΠΟΙΗΣΗ ΣΤΟΙΧΕΙΩΝ.

ΤΗ ΔΕΥΤΕΡΗ ΦΟΡΑ ΠΟΥ ΠΗΓΑ ΝΑ ΚΑΝΩ ΑΝΑΛΗΨΗ ΜΟΥ ΖΗΤΗΣΑΝ ΤΑΥΤΟΠΟΙΗΣΗ ΣΤΟΙΧΕΙΩΝ. ΤΟΥΣ ΕΣΤΕΙΛΑ ΑΥΤΑ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΝ, ΔΗΛΑΔΗ(ΤΗΝ ΤΑΥΤΟΤΗΤΑ ΜΟΥ Η ΟΠΟΙΑ ΕΙΝΑΙ ΚΑΙΝΟΥΡΓΙΑ ΜΕ ΗΜΕΡΟΜΗΝΙΑ ΛΗΞΗΣ ΟΠΩΣ ΕΧΟΥΝ ΟΛΟΙ ΟΙ ΕΥΡΩΠΑΙΟΙ ΠΟΛΙΤΕΣ,ΤΗΝ ΧΡΕΩΣΤΙΚΗ ΜΟΥ ΚΑΡΤΑ ΜΠΡΟΣ ΚΑΙ ΠΙΣΩ,ΕΝΑΝ ΛΟΓΑΡΙΑΣΜΟ ΔΕΗ ΚΑΙ ΜΙΑ ΣΕΛΦΙ ΜΕ ΤΗΝ ΚΑΡΤΑ ΜΟΥ ΚΑΙ ΕΝΑ ΧΑΡΤΙ ΠΟΥ ΓΡΑΦΕΙ MILKY WAY. ΚΑΙ ΜΕΤΑ ΑΠΟ 3 ΜΕΡΕΣ ΜΟΥ ΣΤΕΙΛΑΝ ΕΝΑ ΜΕΙΛ ΓΙΑ ΝΑ ΤΟΥΣ ΞΑΝΑΣΤΕΙΛΩ ΚΑΙ ΔΕΥΤΕΡΗ ΤΑΥΤΟΤΗΤΑ ΚΑΙ ΒΑΝΚ STATMENT.

(support@milkyway.casino

5:42 μ.μ. (πριν από 39 λεπτά)

Hello

The Security Service asks you to pass the verification process and provide us with a basic set of documents

• Selfie with ID card/passport

 Provide a selfie with an ID card, holding an ID card, and a piece of paper with the 'MilkyWay' text. The photo you sent was previously of poor quality.

• Photo of any other document that identifies your person (driving license, birth certificate, or other documents)

• An extract from the bank, which will contain your full name, card number, seal and signature of a bank employee.

Sincerely,

Milky Way Casinο)

ΘΕΩΡΩ ΟΤΙ ΤΟ ΚΑΝΟΥΝ ΕΠΙΤΗΔΕΣ ΓΙΑ ΝΑ ΜΗ ΜΕ ΑΦΗΣΟΥΝ ΝΑ ΚΑΝΩ ΑΝΑΛΗΨΗ, ΤΑ ΕΓΓΡΑΦΑ ΠΟΥ ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΑΡΚΟΥΝ ΓΙΑ ΝΑ ΤΑΥΤΟΠΟΙΗΘΕΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ. ΔΕΝ ΜΠΟΡΩ ΝΑ ΤΟΥΣ ΣΤΕΛΝΩ ΣΥΝΕΧΕΙΑ ΙΔΙΩΤΙΚΑ ΜΟΥ ΕΓΓΡΑΦΑ.

Dear kiriakosantonatos9,

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

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I SENT THEM WHAT THEY ASKED FOR

THEN I TRIED TO EMAIL THEM AND THE OTHER THINGS THEY ASKED ME

BUT FOR SOME REASON THE EMAILS WERE NOT DELIVERED EVEN WHEN I CONTACTED THE LIVE CHAT

I WAS ALSO BLOCKED FROM THE CHAT.

ΤΟΥΣ ΕΣΤΕΙΛΑ ΑΥΤΑ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΝΕ

ΜΕΤΑ ΠΡΟΣΠΑΘΗΣΑ ΝΑ ΤΟΥΣ ΣΤΕΙΛΩ ΜΕΣΩ EMAIL ΚΑΙ ΤΑ ΑΛΛΑ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΝ

ΑΛΛΑ ΤΑ ΜΕΙΛ ΓΙΑ ΚΑΠΟΙΟ ΛΟΓΩ ΔΕΝ ΠΑΡΑΔΩΘΗΚΑΝ ΚΑΙ ΟΤΑΝ ΕΠΙΚΟΙΝΩΝΗΣΑ ΜΕ ΤΟ LIVE CHAT

ΜΕ ΑΠΕΚΛΕΙΣΑΝ ΚΑΙ ΑΠΟ ΤΟ CHAT.

Dear kiriakosantonatos9,

Have you received your withdrawal from the casino yet?

NO, I'M STILL WAITING FOR THEM TO IDENTIFY MY ACCOUNT AND THEY KEEP ASKING FOR DIFFERENT DOCUMENTS, I'VE EVEN SENT THEM A DETAILED STATEMENT FROM THE BANK.

STILL WAITING.

ΌΧΙ, ΠΕΡΙΜΕΝΩ ΑΚΟΜΗ ΝΑ ΜΟΥ ΤΑΥΤΟΠΟΙΗΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΚΑΙ ΣΥΝΕΧΕΙΑ ΜΟΥ ΖΗΤΑΝΕ ΔΙΑΦΟΡΑ ΕΓΓΡΑΦΑ, ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΜΕΧΡΙ ΚΑΙ ΑΝΑΛΥΤΙΚΗ ΚΑΤΑΣΤΑΣΗ ΑΠΟ ΤΗΝ ΤΡΑΠΕΖΑ.

ΑΚΟΜΗ ΠΕΡΙΜΕΝΩ.

Thank you very much, kiriakosantonatos9, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you kiriakosantonatos9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MilkyWay Casino for their help in resolving this complaint. We would like to know what's the issue with the player's documents and what can we do to help resolve this.

Thank you!

Hello everyone,

thank you for your information regarding this issue.

I see that they player's account has already been verified.

The support team also reports that the chat was not blocked to this player. Probably the player wasn't answering for a long time and therefore the chat was closed.

If you have any other questions, please let me know.

Best regards,

MilkyWay Casino

Thank you very much for the update MilkyWay Casino Team.

Dear kiriakosantonatos9, let us know if your issue has been resolved or if you require any further assistance.

Thank you in advance!

OK THANKS

ΟΚ ΕΥΧΑΡΙΣΤΩ

Dear kiriakosantonatos9, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

GOOD EVENING, I HAVE MADE A WITHDRAWAL REQUEST SINCE 10/27 AND THE MONEY HAS NOT YET BEEN PAID.

ΚΑΛΗΣΠΕΡΑ, ΕΧΩ ΚΑΝΕΙ ΑΙΤΗΜΑ ΑΝΑΛΗΨΗΣ ΑΠΟ 27/10 ΚΑΙ ΔΕΝ ΕΧΟΥΝ ΑΚΟΜΗ ΚΑΤΑΒΛΗΘΕΙ ΤΑ ΧΡΗΜΑΤΑ.

THE PREVIOUS WITHDRAWAL I DID HAD NO PROBLEMS AND I WAS DEPOSITED THE NEXT DAY NOW THEY SENT ME THIS EMAIL.

Η ΠΡΟΗΓΟΥΜΕΝΗ ΑΝΑΛΗΨΗ ΠΟΥ ΕΚΑΝΑ ΕΓΙΝΕ ΧΩΡΙΣ ΚΑΝΕΒΑ ΠΡΟΒΛΗΜΑ ΚΑΙ ΜΟΥ ΚΑΤΑΤΕΘΗΚΑΝ ΤΑ ΧΡΗΜΑΤΑ ΤΗΝ ΕΠΟΜΕΝΗ ΜΕΡΑ ΤΩΡΑ ΜΟΥ ΣΤΕΙΛΑΝ ΑΥΤΟ ΤΟ ΜΕΙΛ.

Hello kiriakosantonatos9@gmail.com,

we are so sorry for this techincal issue, but we can do nothing about it, but only:

1) send your winnings to another requisites/e-wallets

2) add it to playing account.

The money is not able to be received by your card and it comes back to us.

If you any questions, please let me know.

Best regards,

MilkyWay Casino

I RECEIVED THE MONEY

ΤΑ ΕΛΑΒΑ ΤΑ ΧΡΗΜΑΤΑ

Dear kiriakosantonatos9,

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

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

Best regards,

Peter