Casino Midas - Player's struggling to block his casino account.

Good morning,

I am contacting you to jointly analyze a situation that does not seem ethical to me, I will try to be as concise as possible.

This complaint is addressed to CasinoMidas,

Where I registered a long time ago, and throughout this time I have been earning a lot of money.

I spent a long time without consuming bets, to which I finally relapsed due to all the advertising they send and it is impossible to eliminate it (extortion)

After having played a lot, and having had victories (never cashed) and many losses, there was a day where I got a good prize, I couldn't collect it because I didn't have a verified account, here comes my first doubt, in other casinos because I wasn't verified, you cannot enter more than 250e (I think I remember) on this page there have been months that I have entered more than 2 thousand e.

After my frustration of having lost the entire prize (6 thousand €) approx.

I continued depositing, until a moment came when I saw that it got out of hand, and after 2 or 3 attempts to block the account, it has been impossible for me, since they do not provide any facility for closing, the only thing they do It is giving you more bonuses and procrastinating about the closing, to which in the end, after having lost so much money, you give in thinking that you could recover part of it.

Also include, that after having played so much, I have seen repetitive patterns in the game, that you always win when they are bonuses, thus inviting you to end up making more deposits, which later when you do, the game pattern changes and does not reward.

I would like to be advised, and see if some type of action can be taken.

Dear Srlwis11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Midas.

I checked the casino website and found this:

"Gaming should be fun and we want you to enjoy playing with us. You can win, but you can also lose. Winning and losing are part of the game, and it is important to be prepared for both occurrences. If your gaming gets out of hand, and/or you might feel like you are becoming addicted, and/or you are losing the sense of time spent gaming, we encourage you to get in touch with us to take a break."

Could you please advise if you've asked the casino to block your account for a certain period or permanently? Did you specify the reason for the block?

Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning Thomas,

I have asked them 4 times, one was by chat and they told me that these questions should be by email, I have sent 3 Gmails, which they give me long or simply give me bonuses, I have already repeatedly warned that I love her closing due to my addiction that I cannot remedy, as you will understand, it is a lot of sacrifice for a gambler, in question, they attack me as soon as I activate the bonus and that is why the account was not closed... since I requested the closure a couple of weeks ago I will have lost about 3 thousand e..

Dear Srlwis11,

Could you please send me the communication between you and the casino? Please send me the requests you sent to the casino via email and what the casino sent you as a reply.

My email is tomas@casino.guru

I'll await your reply.

Thanks for your email,

I went over the screenshots of your attempts to close your account.

Please let me explain the difference between closing an account and self-exclusion:

What a player can do if they're unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

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

In the case of self-exclusion, if the casino failed, a player may ask for a refund.

I would recommend you contact the casino and request a self-exclusion due to your gambling problems.

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 request

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 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."

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

Dear Srlwis11,

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.

Good afternoon,

After a few months I managed to self-exclude the account, being very dissatisfied with the provider.

I am glad to learn the casino finaly self-excluded your account.

Unfortunately, we won't be able to assist you with your request to return your deposits going forward, as we don't think you are eligible for a refund.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.