Casino Midas - Failed self-exclusion.

Eines der skruptellosesten Casinos, dass ich je erlebt habe. Ich habe mich etliche Male aufgrund von Spielsucht sperren wollen. Das ging jedoch angeblich nicht, da noch eine Auszahlung offen ist. Alle E-Mails dazu liegen mir vor. Fast eine Woche hat man die Auszahlung bislang verzögert.

Nach deutlicher Schilderung, dass ich meine Sucht nicht kontrollieren kann, schrieb man mir dann mein Konto sei nun geschlossen. Mit Erschrecken habe ich festgestellt, dass das Konto trotzdem weiterhin voll offen war. Einzahlungen und Spiele sind möglich. Als ich weitere 400 € verloren hatte, kontaktierte mich das Casino zunehmend auch telefonisch, da ich weiter einzahlen und spielen soll. Bis heute ist das Konto gegen meinen Wunsch hin offen. Mir liegen etliche E-Mails vor und zudem die Bestätigung, dass mein Konto angeblich geschlossen ist. Tolles Casino, da muss ich ihrer 8,0 Bewertung völlig zustimmen. Danke für die Irreführung!

Dear Stefan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you managed to deposit another €400 after the casino informed you that your account was closed?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Additionally, I would like to know if you’ve deposited some money after you sent your self-exclusion request.

I will be waiting for your reply patiently.

Best regards,

Kristina

Bislang habe ich 400 € eingezahlt, nachdem mehrfach meine Versuche absichtlich nicht umgesetzt wurden. Der Anbieter hat mir sogar geschrieben, dass mein Konto nun gesperrt sei, was nicht stimmt. Stattdessen ruft man mich ungelogen stündlich an, um mir telefonisch neue Angebote zu machen.

Ich leite noch eine aktuelle E-Mail von heute weiter, in der meine deutliche Bitte das Konto wg. Spielsucht zu schließen nicht befolgt wird. Stattdessen wir mir gesagt, dass meine Auszahlung mindestens noch 73 Stunden nicht bearbeitet wird. Obwohl ich schon fast eine Woche warte. Der Anbieter baut darauf, dass ich meine Auszahlungen storniere, da ich schon viel eingezahlt und verloren habe.

Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Stefan,

We are sorry to hear about your experience!

After an extensive analysis of your account we can see that you account was not closed due to the withdrawal request which you had at the time, and the reversal of your decision to which we complied. Additionally, your account was still in the verification stage - closing it would prevent us from being able to pay out your withdrawal. We apologize if this has caused any inconvenience for you, 

We would also like to point out that you have only been contacted once by phone, and this was regarding the verification of your account in order to payout. The call was unsuccessful as there was no pick up.

Of course, we understand that you wish to receive your winnings as soon as possible - as a gesture of goodwill, we sped up the process and can confirm your withdrawal has been approved and is on the way to you.

With respect to your complaint, we have closed your account.

We wish you the best and thank you for your time.

Best regards,

CasinoMidas

Sie haben mehrfach und ganz bewusst nicht mein Konto geschlossen. Ich wollte es einschränken und habe mehrfach deutlich mitgeteilt, dass ich noch mehr Geld verlieren werde, da ich mein Spielverhalten nicht unter Kontrolle habe. Ich wurde auch heute mehrfach telefonisch kontaktiert und habe all diese Nummern sofort geblockt! Wir haben übrigens auch telefoniert, da man die Verifizierung überhaupt erst beantragen muss. Auch hier lügen sie also. Alle Mails meiner erfolglos beantragen Versuche mein Konto einzuschränken liegen Casinoguru vor. Zahlt meine anschließend verloren Beträge zurück. Zum Glück liest hier jeder mögliche Neukunde mit, mit was für Methoden ihr gezielt bei Spielern wie mir verzögert.

Ihren Versuch der gezielten Verzögerungen verstehe ich fast, da ich bei jedem Ihrer Schwestercasinos als spielsüchtig gesperrt bin. Ihr wusstet ganz sicher, dass hier noch mehr für euch zu holen ist. Zahlt einfach die Verluste nach den etlichen erfolglosen versuchen mich zu sperren zurück. Die letzte Mail, die auch Casinoguru vorliegt, ist eindeutig

Hi all,

Thank you for your replies. Let me sum up the whole situation here.

1. Stefan made a withdrawal request but his account wasn't verified
2. Stefan asked for an account closure due to a gambling problem (when and how exactly?)
3. 5.9.2021 (21:12:30) the casino informed him that it can't be done because of the pending withdrawal
4. 5.9.2021 (22:05) Stefan urged the casino to close the account
5. 6.9.2021 (2:10:34) Stefan's account was closed (Info by email)
6. 7.9.2021 (14:03:45) Stefan received an email stating that his deposit of €200 was successful

Now, I have a few questions:

1. When exactly did Stefan ask the casino to block his account?
2. Did he state the reason for the account closure?
3. If he stated that he had a gambling problem, why was he able to make more deposits?

Please forward Stefan's initial email with the account closure request and any other supporting evidence to my email address: peter.m@casino.guru

We would like to ask Casino Midas to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Danke. Da das Casino offenbar lieber das Geld ergaunert, freue ich mich auf die Absenkung der guten Bewertung nach Ablauf des Timers. So werden wenigstens andere Nutzer gewarnt, dass dieses Casino unfair ist und nicht einmal nach meiner Sucht, die ich klar geschildert habe, reagiert. Das die 400 danach eingezahlten € nicht erstattet werden sollen, und dafür die schlechtere Bewertung offenbar gezielt in Kauf genommen wird, sagt doch eigentlich alles.

Danke für euren Einsatz.

Good afternoon,

Hope that this finds you well,

I would like to start by apologizing for any inconvenience that Stefan had encountered whilst playing at Midas Casino. At Casino Midas, our intention is always to provide the best service and experience for all of our players.

After going through the whole journey that Stefan had with us, we have further investigated this case and see that some items were overlooked, starting from when Stefan had winnings and asked for the account to be restricted. Unfortunately, this was not an available option. The only possibility to restrict a player from playing winnings, betting, or depositing would be by closing the account entirely.

In this case, if we had closed the account, the account verification would have ceased. Therefore, he would not have been able to request a withdrawal. For a player to request or put a withdrawal into pending, the account must be fully verified. Verification takes 48hours to be processed which was also mentioned to the plater. If any player would not be aware of this time frame, it could lead to a bad experience which also led Stefan to state,

"I want to close my Account forever after the withdraw is finally processed. I need to Play at better and faster sites that allow withdraws Maybe you should Accept that withdraws are Part of the game"

We would also like to confirm that by no means did we try to delay the verification process for him.

Stefan was informed that the account was closed by email, but due to human error, it was not which left Stefan the opportunity to deposit a further €400, which we will be refunding in full. Upon Stefan stating that he had a gambling addiction, we proceeded with the account closure.

We have noted the issues that Stefan has encountered, and we will look to minimize these going forward. This one-off case will be used as a learning curve and we will also look at putting new measures in place to ensure that all players have a better and user-friendly experience at Casino Midas.

In order to rectify this issue and as mentioned above, we are issuing a reversal of his last deposit of €400. The player has been contacted by email on the reversal of his funds. It will be processed today and in his account within 3-5 working days.

Once again, kindly accept our apologies and we wish you all the best for the future.

Best regards,

Casino Midas

Hello Casino Midas team,

Thank you very much for your reply and help.

Dear Stefan,

Please let me know when you receive your funds.

Die 400€ habe ich nun erhalten. Danke für die Hilfe

Thank you Stefan for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter