HomeComplaintsCasino Midas - Player is experiencing difficulties with limiting their play in the casino.

Casino Midas - Player is experiencing difficulties with limiting their play in the casino.

Amount: €1,000,000

Casino Midas
Safety Index:Above average
Submitted: 26 Feb 2023 | Case closed : 17 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain is experiencing difficulties closing her account in the casino. The casino closed the player's account. We closed the complaint because the player stopped responding to our questions and messages.

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1 year ago
Translation

I've been trying for years to get my account closed and there's no way, even after telling them that I have a big problem with the game both on this page and on JackMillion, since they are the same. In the customer service they tell you that they cannot close it and they always refer you to the email vip@casinomidas.com, or support, but they never, ever answer or close the account. They tease us and laugh in our faces. It is a nightmare and you feel totally helpless with the situation. No one takes charge and you can't talk to anyone about it, because when you ask to speak to your so-called "VIP manager" (they say he has to be the one to close the account) he's never available, or he's on vacation, or sick, or He's in a meeting, or a thousand excuses they give you, but you don't talk to him or answer the mail.

IT DOES NOT COMPLY WITH SAFE GAMING IN SPAIN where the law requires that there be a section on the safe gambling page with its proper self-exclusion section.

It is impossible to unsubscribe or prohibit entry to these websites and we feel helpless in these cases.


Also, as an additional, to enter there are no buts, but to withdraw the waiting times are very long for no reason, they charge commissions and you cannot use the same method you used to enter, basically you can only withdraw by bank transfer with commission.


Automatic translation:
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1 year ago

Dear Vrosnika,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who have gambling problems).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru.

Thank you very much in advance.

Best regards,

Tomas

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1 year ago
Translation

I don't know if it was because I posted it here, but my account has finally been closed.

Automatic translation:
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1 year ago

Thank you for the update and for your messages. I am relieved to hear your account was closed.


Make sure to keep the confirmations from casinos regarding your self-exclusion as evidence.

I am sad to say, that casinos that are not licensed in Spain are not part of the Spanish self-exclusion system. Nevertheless, casinos should always do their best to self-exclude your account once you request it.


Unfortunately, without evidence regarding your self-exclusion requests from the past, we cannot build a case in order to ask the casino to return your losses. If there are any other casinos that you wish to self-exclude from, may I suggest sending a self-exclusion request similar to this preferably written in English:


Email subject: Self-exclusion


Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings,


I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).


The reason for my decision is xxx (gambling addiction)


I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."


Also, may I recommend our article that might be of some help: https://casino.guru/problem-gambling

Please let me know what you wish to do.

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1 year ago

Dear Vrosnika,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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