Casino Midas - Player is unable to self-exclude from casino.

Ho inoltrato tante richieste per far chiudere il conto. Ma nessuno mi ha mai risposto anzi mi hanno anche preso in giro più volte sulla chat live dicendomi che la richiesta è stata inoltrata ma è più di un mese che mando richieste per far chiudere il conto senza una risposta. Purtroppo non sono riuscito a contenermi ed ho perso oltre 2000 euro in questo tempo sul sito

Dear melegraziosi2,

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 are addicted/with gambling problems).

• Did you mention your struggle to control your gambling at the casino at any time, or did you specify the reason why you wished to close your account?
• Could you please specify the email where you sent your requests for account closure?

Thank you very much in advance.

Best regards,

Tomas

Dear melegraziosi2,

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.

Vi ho mandato le email che ho inviato a loro

Certo ho provato in tutti i modi a fargli capire che volevo chiudere il conto.

Ho parlato co loro tramite live chat tantissime volte e non mi hanno aiutato mai.

Mi facevano mandare queste email e non cambiava mai nulla

Thank you for your messages.

I would recommend you request a self-exclusion due to a gambling problem in the casino in order for the casino to close your account.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

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 (permanently).

The reason for my decision is xxx (gambling problem).

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."

Please send another email to support@casinomidas.com (you can CC me at tomas@casino.guru ) and keep me informed about any further developments. Thank you in advance for your reply.

Dear melegraziosi2,

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.

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.