Casino Midas - Player's account has been closed.

They closed my account with 6,000 euros in real money of mine earned in the casino after having deposited more than 3,500 euros and when I wanted to withdraw they closed my account, it is something that has never happened to me and I feel cheated I need to deposit the 6,000 and then if they wanted to prohibit me from doing so but I am not going to forgive my money, I would like you to help me to deposit it and give me some information because I plan to take it to all the media this is something brutal first they told me that I can withdraw 2000 euros a week and after withdrawing the first 2,000 and they only let me withdraw 1,500 and when I went back in it wouldn't let me enter they had closed my account with the remaining 6,000 euros to withdraw

Dear Sefyu24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have withdrawn €3,500? Could you please advise if you passed the KYC verification before the casino blocked you?

Do I understand correctly that you accumulated your winnings without any active bonuses?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

The first thing was to play, I played and I lost, well, then I deposited more money and I won, I withdrew 2,000 euros and I kept playing and I lost a bit, and then again I won up to 11,000 euros and I wanted to withdraw, they told me to wait at the end of the week that I could withdraw 2,000 there. euros every week and then I played 1000 and I was left with 10000 clean euros in the account after that the page was blocked because I complained that 2000 euros disappeared while I was playing and they were investigating to return the 2000 but in the end 5 passed days and my account was opened I was able to make the withdrawal request that they only let me withdraw 1500 euros a week it was no longer 2000 euros and I had 8500 left in the account of which I played 2500 and lost I have 6000 net euros left in the account and at After an hour on 05/02/2023 I could not enter the page when I contacted them they told me that the account had been closed and that I was not going to open it but I told them my money is there without any bonus or anything and that it's my profit they didn't tell me anything they cleaned their hands

kyc verification I don't know what it is but I have verified my account and I was able to withdraw without problem when it was convenient for them

Thank you very much for your reply, Sefyu24. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I do not understand with relevant communication, could you specify please?

I have already sent the conversation I have had with the casino by email and I would like to please get an answer as soon as possible

Thank you very much, Sefyu24, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

What do I have to do now?

Hello Sefyu24,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Midas to join the conversation.

Dear Casino Midas,

Can you please provide information on why was the player's account closed prior to paying out all the winnings?

I hope they answer about me and if they don't what will happen

Hi Michal,

Good afternoon, 

With regards to the above mentioned player, i can confirm that there currently is an ongoing investigation with regards to the players account. The investigation is regarding funds in which the player stated had gone missing from his account, As the player had an large amount of activity on his account the investigation has taken longer than normal. One of our managers has communicated this with the player last week and the player was happy with the time frame given to complete the investigation. Just so you are aware the investigation should be completed within the next 24-48 hours.

Thank you.

Best regards,

The Casino Midas Team

Thank you for your response, Casino Midas Team.

I have my fingers crossed that the investigation won't take much longer 🤞

Dear Sefyu24,

As Casino Midas Team wrote, the investigation took much longer than usual as your situation is a bit special.

I can only ask for your patience for now because the investigation needs to be finished first to establish any further steps.

Hi Michal,

Good morning,

I would like to update you with the investigation regarding the above mentioned player, the investigation was completed this morning and all checks came back with no irregularities.

The player was in contact with one of the managers this morning and the player was given access to his account again and the manager assisted the player with updating his account and also approved a withdrawal of 2,000 euros whilst on chat with him.

I think the player should be confirming to you that everything is back in order.

Thank you.

Best regards,

The Casino Midas Team

If everything is in order I can only confirm the 2 thousand that disappeared could not be returned and well I have to forget about them but in any case I opened my account and I was able to withdraw 2 thousand euros

Thank you for the update, Casino Midas Team.

Dear Sefyu24,

Do I understand correctly that €2,000 from the disputed amount €6,000 was deducted/voided? If so, what was the reason? What is the correct disputed amount now?

Good morning Sefyu24,

We are glad that everything is in order now for you, as explained to you via one of our casino managers, no discrepancies on your account with regards to missing balances was detected.

Should you wish, we can also proved you and Casino Guru a copy of all deposits, withdrawals and casino gaming transactions, to put your mind at rest that no money has gone missing and everything is accounted for.

Thank you.

Best regards,

The Casino Midas Team

The amount that I had and that was returned to me was 6 thousand euros but I had made a claim for 2 thousand euros apart from the 6 thousand euros that I never received again but well I can't do anything else at the moment since those who have made the review they told me that they were not going to give it back so they only returned the 6 thousand of which I have been able to withdraw 2 thousand

I would like to, since more than 25 days have passed since the incident and I would like to know which roulette wheel and what numbers they touched at the time I played the 2,000 euros, since I did not play them, I just passed them to the casino room and to the load the page again they disappeared from the casino and from the casino table and i explained it but i never received them again

It is something that I have not been able to receive in a good way from the casino since at that exact moment nobody has been able to help me with it and I was quite frustrated. I would like them to tell me exactly when I played the 2 thousand euros since they have everything under control and thank you very much I would really like to receive your answer about which table and when I played since they have the history of the table I was supposed to play at

Hi Sefyu24.

Not a problem at all, can you please provide us with the below details so that we can locate the session exactly and provide you with the information.

• Date & time
• Balance at the time of disappearance

Once we have this we can provide you with all the information.

Thank you.

Best regards,

The Casino Midas Team

At no time have I claimed something that is not mine, I only claim what is mine and belongs to me and I want everything to play in perfect condition and that the money does not disappear while we are passing it from the casino to the table because then it will be something serious for the player and for the casino and its reputation I am very grateful but I would like to receive the exact moment and the table at which it supposes that I played the 2 thousand euros and that when loading I only wanted to spend 1 thousand euros at the table and it took me a while load and as I hit it 2 times I saw that 2 thousand euros were passed to the casino table but then when loading the page I did not see a single euro on the casino table again and I was surprised and reloaded the page several times and there was no remedy so I contacted the chat and told them but in reality I think they did not pay attention to my claim I told them that at that moment they could enter and see that I did not play them in any way but well I will have to forget about them and the truth is that I lost a little confidence

Dear Sefyu24.

What we would like to do is definitely restore your confidence with us, if you can give us the date and time and the balance before we can send you all the data, it is not a problem at all, we will dedicate a specialist to go through the data again for you. This will not have any effect on your account this time, we will be able to do a recheck from the data received.

Thank you

Best regards,

The Casino Midas Team

It was at this moment of this day I made 1 thousand and 1 thousand, both of them passed at once and then they were gone, so I would like you to tell me at what table and at which time and what numbers they played to supposedly lose that money

Dear Sefyu24,

Thank you for the information, can you please verify which ones you are referring to, as in the time as there are many.

Thank you

Best regards,

The Casino Midas Team

I have lost money and I never complained at all but it was because I really played it and I was at the table but I cannot accept losing money exactly 2 thousand euros while I pass it to the casino table and after they disappear that I cannot accept it in any way and I would like you to show me what numbers I supposedly played with 2 thousand euros and what numbers they played in all the rounds from 04/27/2023, 1:23 AM to 04/27/2023, 1:31 AM since I am very sure what I am saying can you confirm when the numbers supposedly do not come out and thank you

Dear Sefyu24,

Thank you again for the information,

We will retrieve the data and provide this to you, we will assign this to Jason as he was helping you this morning.

Thank you

Best regards,

The Casino Midas Team

Also on 04/27/2023, 12:50 AM until 04/27/2023, 12:50 AM I made two withdrawals of 2 thousand euros, I know that at that time or at the time I sent you my money disappeared when I passed it to the table of the casino

You can contact me through here so I can verify it or through my casino account

Thank you all for your responses.

Dear Casino Midas Team,

Please share the player's game log from that time to clearly establish if the money really "disappeared" as the player is stating or if it was used as regular bets.

Please forward the full player's game log to me at michal.k@casino.guru

Hi Michal,

We have been speaking to the player in question directly on live chat, one of the casino managers has assigned himself to check this for Sefyu24.

We will update you accordingly once the checks have been done.

Thank you

Best regards,

The Casino Midas Team

OK, thank you for the response, Casino Midas Team.

Dear Sefyu24,

Please let me know if you were able to settle the issue with the Casino Midas Team internally or if you require any further assistance from our side. Apart from the "disappeared" funds, all other issues you had were clarified, or can I be helpful with something else?

You can be useful until I let you know at the end. I think it will be good for you to know. I hope to have a positive response on my topic.

Sure, no problem, Sefyu24. Keep me updated.

Ok michal I will inform you as soon as I receive the news I will inform you about it

Dear Sefyu24,

Any updates, please? Were you able to settle the issue with the Casino Midas Team?

Hello no they still couldn't finish the investigation I'll ask again today Let's see if they have done something new

Hi Michal,

Good morning,

I would just like to confirm that the investigation for the above mentioned player was concluded, all funds had been accounted for and added to the players account, The 2,000 euro in question was added to the players account and he withdrew it on Tuesday.

From the Casino side everything is in order, we thank Sefyu24 for his patience, however this investigation was a little tricky but the outcome was positive.

Thank you.

Best regards,

The Casino Midas Team

Thank you for the response, Casino Midas Team. I'm glad the situation could be worked out 🙂

Dear Sefyu24,

I believe the situation has been cleared and your issue appears to be settled.

Can we consider your issue to be solved, or do you require any further assistance with something else?

If it is resolved, I thank casino guru and casino Midas for their patience with me, everything is correct, we are in peace

Thank you for the confirmation, Sefyu24.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation Sefyu24, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you. I would appreciate it if you let me know once you received all your winnings at michal.k@casino.guru.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal K

Casino.Guru