The player from Spain has tried to block their account on several occasions. Unfortunately, all the enquiries were ignored.
Casino Midas - Player’s attempts to close their account have been overlooked.
Amount: €2,800
Casino Midas
Safety Index:Above averageSafety Index
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7.3
Casino Midas has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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3 years ago
Translation
Good night,
First of all, I would like to say that I suffer from a disease called gambling.
Last December 2020 I sent an email to the casino to permanently exclude me. They confirmed that my account was closed but they kept sending me:
- mails
- sms
- calls
- bonds
I resisted until June, and after a lot of publicity, I see that my account is open and I fall into the damn temptation.
After numerous deposits on July 7, I send an email saying that I want them to respect my will to SELF-EXCLUSION and to be responsible since I will have to go back to therapy.
I do not receive an answer, but I do receive publicity so that I continue to fall again and again in my illness. Until reaching the amount of 2,800 euros of which I have been able to recover 750
When I saw that they did not answer the mail of the 7th, I contacted the chat 2 days later and they told me that they could not do anything that I had to wait for my vip department to answer "maybe next week" but while I was still hooked Instead of meeting my request, the department kept sending offers so that I would continue to get sick.
I want them to close my account forever (since it is the only casino that keeps it open) and to get my lost money back after requesting the SELF-EXCLUSION.
I would like this to reach the regulatory agent so that this does not happen to more sick people like me
THANK YOU
Automatic translation:
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3 years ago
Dear Lumedia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked the general terms and conditions on the website, and this is what I found https://eu.casinomidas.com/terms-conditions/:
„Should you wish to close your account, please email us at support@casinomidas.com and a Customer Support agent will ensure that your request is dealt with.
When requesting your account to be closed, you should receive email confirmation no more than 48 hours from the time you sent us your request. If you haven't received written confirmation within this time limit, please contact our Support team via chat or phone to ensure your account is successfully closed."
Is this support@casinomidas.com the email address you have sent your emails to?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Good Morning,
I am sending you the emails chronologically.
- 7/7/21: claim and immediate permanent self-exclusion.
- 7/11/21: chat conversation where they tell me that they can't do anything and that it is possible that the vip department will attend you for maybe a week. I did not receive confirmation, nor when I contacted support as the conversation shows they did nothing
„If you want to close your account, please email us at support@casinomidas.com and a customer service agent will make sure your request is honored.
When you request the closure of your account, you should receive a confirmation by email within 48 hours from the moment you sent us your request. If you have not received a written confirmation within this time limit, please contact our support team by chat or phone to ensure that your account has been properly closed. "
- 7/12/21 they send me advertising mail to keep playing
- 7/13/21 as I ignore the mail they send me a reminder sms to read it.
- 7/14/21 as I have a pending withdrawal I continue to resist not playing until they contact me but to tell me that they cannot process the withdrawal by card and that they will do it by transfer, at which time I fall again. They still do not answer the self-exclusion
- 7/14/21 a few minutes later and seeing that they do not answer my repeated request for AUTOEXCLUSION, I send an email again. I fall again and spend more than 1500 euros
- 7/15/21 still unanswered and to avoid compulsive gambling I send mail again, this time with a copy to 'queja@curacao-egaming.com'
- 7/15/21 as they did not answer this email, I contact the chat again and they close my account, they acknowledge that they did not do it before and they are not responsible. It tells me to send mail again but they have not replied to any of the above
I have sent each of the documents in order to petronela.k@casino.guru
Automatic translation:
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3 years ago
Thank you very much, Lumedia, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Lumedia.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Translation
Good Morning,
Yesterday I received advertising SMS again. And today I received an email from the casino saying that my account had been closed on the spot, which is not true and that I was not going to receive publicity. I have answered the email since it is uncertain, since if they had answered my pleas to close the account I had not deposited everything I deposited.
Do you want me to send you the text and mail I received today?
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3 years ago
Translation
Good Morning,
The casino has contacted me apologizing and saying that they will refund the deposits I made in the period in which I had to be self-excluded.
They have agreed to reintegrate me 2000 today and 800 next Monday.
I will write again the moment the payments are received in my account.
Automatic translation:
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3 years ago
Hello Lumedia.
Thank you for the update. I am extending the timer by 7 days. Please, inform us when you receive the amount.
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3 years ago
Translation
Buenas tardes,
As I progressed last week the casino has accepted its error and has proceeded to correct it. What you have been told is that there has been a change in management and that they are currently taking this very seriously.
Thank you
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3 years ago
Dear Lumedia,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
