Casino Midas - Player's requests for blocking his account are ignored.

Hello, I am having an issue with this Casino as I have been trying to close my account since December, sending about seven or eight emails. I have spoken with the chat support but they don't seem to pay any attention to me. The problem is that I can't stop gambling and I estimate that because they have not closed my account despite my numerous requests, I have lost around 1300 €. This leads me to believe that the Casino's main intention is to scam people and take advantage of those unfortunate enough to have a problem with gambling.

What actions can I take? I have requested account closure and a refund of all my losses via email since my initial request on December 17th.

Dear Tato1111,

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).

Could you please specify what reason you gave to the casino when asking for them to close 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

The casino did not give me any answer because they have not answered any of my emails at all in 7 months... I want to close the account (just like I have done in other casinos without any problem) because I make real embezzlements and Casino Midas knows that perfectly and that's why it doesn't close. It can't be controlled.

That is why I want them to return all losses since December (which are from April, May, June and July) that do not go up to 1,300 but 2,400. I have calculated the accounts this morning

How can I send you the sent emails?

Good shots, your email is incomplete. I put .com and it returned it to me

I've received your email, Tato1111.

I can see you sent your request repeatedly and in December 2022 as the reason for closure, you told the casino you want to close it for 'no reason'

However, 2 days ago your reason for the closure of your account was that you are losing control of your gambling.

Have you received any reply from casino support regarding your account closure so far? Is your casino account still accessible?

no response, all I get from them is advertising

Good afternoon, I have just sent another email and I always reply to the thread so that you can see all the emails sent...

I am currently sending 1 or 2 a day…

Do you know if there is anything else I can do?

In response to what you have asked about "without reason" I consider that if I want to close my account I am within my rights and they are under the obligation to close it by my sole decision, I do not need to inform third parties of my problems... if I want it to be closed, what close it and that's it...

In December I saw that it was dangerous and I decided to close it... I spent without playing money (only with the bonuses) until April, when it has gone crazy and it has been a problem that if they had listened to me it would not have happened with what in my point of view They are directly responsible and they have to return all that money to me.

Thank you very much, Tato1111, for providing the necessary information. 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.  

Hello Tato1111,

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like to remind you again 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).

So if you have not clearly stated to the casino support you want to close your account because of gambling problems, how could they know that?

I will contact the casino to shed more light on this matter.

We would like Casino Midas to join the conversation.

Dear Casino Midas,

We believe that once a player turns to casino support in regard to a gambling problem, the support should act ASAP. A fair approach from the casino should be to close the player's account ASAP and return the player's deposits that have been made since the moment when the player indicated their gambling problems. Are you able to accommodate the player in this?

Good evening, I finally no longer have access to the casino... my question is if I have the right to any compensation or do I go to court directly?

Good afternoon, is it normal for the casino to take so long to reply?

Hi Michal,

Good afternoon,

With regards to the mentioned player, we have checked all correspondence that we have had between the player and the casino and can confirm that since December 2022 the player had not mentioned to us that he has a " Gambling issues " the only reason that the player gave to us was because he does not use the account "Ninguna razón solo quiero cerrar la cuenta ya que no la uso"

Therefore, leaving us the option to proceed with our efforts to retain the player from our retention team. Our aim was and is always to provide the player with an amazing casino experience with also the best possible chance of winnings.

What we also do is compensate players for his / her activity in our casino through benefits, bonuses, events etc. In the players case we did offer 2 bonuses in which the player accepted willingly, one bonus was from our side and the second bonus, the player came to request it via our live chat in which we obliged.

The players account was then closed after he came to request another free bonus in which we did not anything further to offer from a retention point of view.

Kind regards

Casino Midas Team

Honestly, I do not have to comment on my problems, if I request the closure of the account I am within my rights and you have the duty to do so because it is my will, whatever the reason.

And there has been very little correspondence between us, a single email at the beginning and then all my emails were useless until I made this complaint

Thank you for the response, Casino Midas Team.

Dear Tato1111,

As I have explained above the difference between simply closing the account and self-exclusion is quite great.

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). If the player despite the self-exclusion somehow manages to deposit and lost their money, the casino should return such money back to the player.

Sadly from the evidence you provided and the info from the casino team, you indicated a gambling problem only in the email from 26.7.2023. Your previous email was "only" about closing your account and that you just want to close your account. No gambling problem was mentioned until 26.7.2023.

I can agree with you that the casino could have closed your account far sooner, but on the other hand, it is nothing unusual that the casinos are trying to retain their customers, so unless there is no gambling problem indicated or clearly stated, the casino doesn't have to close your account immediately. On top of that, it looks like you have decided to close your account only because the casino did not want to give further bonuses, and that is not a gambling problem.

Unfortunately, after gathering all the necessary information, I am afraid I am no longer able to pursue this case.

Do you need assistance with something else?

Close the account for bonuses???

Never... I've spent a lot of money and I closed it because it was going crazy... if they don't take responsibility, I honestly don't know what to do...

I think that in my first email I made it clear that I want to close my account permanently and if I don't use the word self-exclusion (which I didn't even know) and that's why they have acted well I don't understand anything anymore… if you see my casino record when they ignore me I decided to put up absurd barriers like telling a friend to change the password, the email couldn't be used (hence the absurdity because you can reset it whenever you want) and I didn't play until April when, after the continuous offers, you finally fell back and in what way . I still think that the casino acted badly because from the day you say that I said about the disease they did nothing either, cib mi, which implies that if they had done it in December they would not have done it either and they only paid attention when they saw this thread because for In casinos, people with this disease don't stop playing, spending money and since they don't have control, they almost never win... and for them they are the best customers...

I sincerely hope for some form of compensation

Dear Tato1111,

Have you made any deposits since 17.7.2023? If so, how much did you deposit until your casino account was finally closed?

Has the casino communicated with you since 17.7.2023 somehow besides our forum?

From July 17 until the closing, an outrageous thing... that they put that data because I can't see it... that they pass the extracts

The casino that I have seen has only spoken here

Checking banks there are many charges from companies that do not even put Midas casino and at that time the only casino I had access to was this one, so I know that they all belong to them... well, there are days of more than €500 and other days when there is no Well, less money... but always the account at 0 for the deposits you made in the casino...

If they had listened to me the first time….

And with the difference between asking to close the account and self-exclusion... it should be taken into account that anyone with problems like this should have more reason if the owner of the account requests to close it with one word or another, they should do it because morally it is what to do... because there will be people who do not want their data to be on the internet, some canteados... but a person who sends innumerable emails to close an account... I think that the lexicon is secondary when (I don't know but I think it will be so ) a person requests to close a casino account more than 20 times…

Dear Tato1111,

We need to find out the exact amount of money you have deposited into your Casino Midas account since 17.7.2023, and then the amount of deposited money since 26.7.2023.

To your statement

"if the owner of the account requests to close it with one word or another, they should do it because morally it is what to do"

Sadly, I have to disagree with you. The casino is NOT obliged to ask you if you have any gambling problems. They CAN ask you about it, but you need to please understand that it is solely the player's responsibility to inform the casino clearly if they feel they have some gambling problem.

Again, I can agree with you that the casino could have closed your account far sooner, but on the other hand, it is nothing unusual that the casinos are trying to retain their customers, so unless there is no gambling problem indicated or clearly stated, the casino doesn't have to close your account immediately.

Having closed the account, it is very difficult for me to prove that in any way... I can tell you that more than 1000 for sure... but it is the casino that has to say the exact amount...

And I would like to see if you can instruct the casino to stop sending me advertising…

I have just sent you an email requesting a report on July deposits and to stop advertising communications..

I just spoke with the casino chat and they confirmed that from 7/17/23 to today I have deposited €1433.

and there the problem was already warned with what they should return to me...

From the 26th deposited €734 confirmed by the casino chat

€734 from July 26

Good afternoon, is such a delay normal? I've been waiting 5 days

Hello good, how is my case?

Dear Tato1111,

I apologize for my a bit delayed response. I'm in communication with the casino team, we are discussing your case.

What request have you made?

do they take a long time to reply?

Good afternoon, no response from the casino?

Good evening, is it normal to wait so long?

Dear Tato1111,

I am waiting for additional information from the casino team. I understand your dissatisfaction with the waiting but be rest assured we are working on your case. You will be notified once there is a development. Thank you for understanding.

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

And if he doesn't respond, what happens to me? Often happens?

I have read all the complaints about this casino that you have discussed here and most are for the same thing...

I still think that if I requested account closure in December they should have done so, there is no need to give any reason. They are my data and if I want them to be deleted they must do so the moment I say so.

Is it normal that they take so long to respond?

Dear Tato1111,

I understand your frustration with waiting for a response from the casino. I would expect a much quicker reaction as well, but it's up to the casino team. Some casinos are great at answering complaints, and some are not so great.

I would like to remind you of the fact that it is solely the player's responsibility to inform the casino clearly if they feel they have some gambling problem. So unless there is no gambling problem indicated or clearly stated, the casino doesn't have to close your account immediately.

I have "nudged" the casino representative to provide us with more information, hopefully, they'll come back to us ASAP.

Good afternoon Michal,

We have discussed the above-mentioned case internally with the management, after careful and thorough evaluation we have the below key factors to mention.

The Player In question never mentioned self-exclusion or gambling issue in any of his emails/chats communication with us, which then allows us to apply compensation to retain the player.

Compensation was given to the player in which he never refuted and kept on playing.

The players account was closed as he asked to close it and we had no further compensation to offer to try and retain. (even in this case the player did not mention any gambling issues or self-exclusion.

With all of the above in mind, we have therefore decided not to refund or compensate the player for his deposits in the casino.

Should you require any further assistance please do not hesitate to contact us.

Kind regards

Casino Midas Team

Thank you for your response and explanation, Casino Midas Team.

Dear Tato1111,

After a throughout discussion and consideration of all the facts, we have come to the following conclusion:

As was already previously mentioned. We can agree with you that the casino could have closed your account far sooner, but on the other hand, it is nothing unusual that the casinos are trying to retain their customers, so unless there is no gambling problem clearly stated, the casino doesn't have to close your account immediately.

As the Casino Midas Team stated, you have requested to close your account only after you were not provided with any further bonuses from the Casino team. No clear request for self-exclusion or clear information that you have gambling problems has been submitted by you in your emails to the casino.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have 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 xxx Casino,

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 that preceded my decision is xxx

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

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal

Casino Guru