The player from Spain would like to close his wife's casino account. Player’s complaint has been resolved successfully.
Casino Midas - Player wishes to close his wife's casino account.
Amount: €1,700
Casino Midas
Safety Index:Above averageSafety Index
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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2 years ago
Translation
On 7/15/21 I made a complaint through this platform and that I have requested it to be reopened because the casino had ignored on several occasions the requests for PERMANENT SELF-EXCLUSION that had been requested on several occasions. Instead of closing the account they kept doing more and more advertising to a sick and diagnosed person.
We provided you with all the documentation in this regard and the casino contacted to solve things and closed the account ensuring that they would not do any more advertising or communications and would leave my wife alone and reimburse the amount spent.
Well, last week they contacted her again to hook her up again, knowing that they had been informed of her illness. She fell again and when I detected it, we communicated with the casino to close the account, alluding to what they already knew since July that they could not contact her again due to her pathology.
The account is still open to this day and they continue to send him advertising, which makes him go back in his treatment.
THEY IGNOR THE MAIL AND THAT DIRECTLY HARMS THE HEALTH AND MY WIFE.
I fail to understand the punctuation of this site that acts deliberately with the sick knowing that they are.
At the same time I have contacted the Directorate of Safe Gaming in Spain where they have informed me that the Spanish administration can initiate if we want actions against the casino through the Midas licensing agent.
I wish they would leave us alone now.
Thank you
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2 years ago
Dear Lumedia,
Thank you for contacting us. Firstly, I would like to inform you that this is just advice on how to proceed with requesting the self-exclusion but as this case is related to your wife, we won't be able to proceed with it in this thread later. If this advice won't be helpful, your wife needs to file an official complaint with us.
I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):
"Self-Exclusion
...
Contact our customer support to suspend your account for a definite or an indefinite period of time. We believe that a minimum of a 7 day break will help you identify your fun factor while using our site. If you feel like 7 days is not enough, do let us know your preferred suspension timeframe. Please note that during this suspension period, you won’t be able to log in to your account, and your account won’t be reactivated during this cooling off period. Your account will be reactivated after your set break period unless an indefinite period is opted for."
When applying for the self-exclusion, advise your wife to state clearly the reason why she wants her 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 she stands a better chance to have her request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Casino Midas,
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."
Lumedia, please instruct your wife to send another email to support@casinomidas.com (she can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hello,
I am the account holder and therefore the sick person.
As my husband wrote the other day, I was already PERMANENTLY SELF-EXECUTED.
I copy link to the complaint that was handled through here a few months ago Casino Midas - The player's attempts to close his account have been ignored. (casinoguru-en.com)
In that complaint, all the emails were provided where the casino was expressly asked to leave me alone and that I wanted PERMANENT SELF-EXCLUSION.
I have been in treatment since then and last week they contacted me to open my account when they knew they couldn't do it because I had already expressed my wish that the SELF-EXCLUSION BE PERMANENT MONTHS BEFORE (as you can see in the previous complaint)
The other day my husband wrote because he found out.
Again I sent an email asking them to please leave me alone, which they have ignored and continue to send me advertising and bonuses so that I can continue playing.
I'm sick and I need to be left alone. It is assumed that since July the account was going to be closed forever, I had made some progress in the treatment and now I start again.
Please I need you to help me to leave me alone
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2 years ago
I'm truly sorry to hear about your struggle, Lumedia. Could you please forward your casino cashier history to petronela.k@casino.guru? Thank you in advance.
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2 years ago
Translation
Hello,
I have sent you a video through wetransfer where you will see the history since the account was reopened. And that despite sending several emails, the last one yesterday with a copy to you petronela.k@casino.guru , the account is still open because they ignore it. They don't care about my illness, they just want me to keep playing because they don't stop sending sms every day (the last one yesterday) to keep me hooked
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2 years ago
Thank you, Lumedia, for your email and reply. Just a short recap before we'll proceed with contacting the casino. Could you please confirm that your account has been successfully blocked back in the summer of 2021? Subsequently, was the old account reopened, or you've created a brand new one, and when exactly was it? Looking forward to hearing from you.
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2 years ago
Translation
Hello,
In July 2021 it was closed thanks to the claim I filed with you. Supposedly it was going to be a permanent closure and they were going to stop sending me sms and emails.
And on 4/22/22 I receive mail to reopen an account with bonuses, etc. when they were supposed to leave me alone because they were already aware of my illness. It's all documented in the complaint Casino Midas - Player's attempts to close their account have been ignored. (casinoguru-en.com)
I did not open any new account, what is open is the same account. And after having sent several emails (the last one with a copy to Petronela as indicated), the account is still open today.
Thank you very much
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2 years ago
Hello,
Thank you for raising this complaint. It is important to us that our players are getting the service they require. We apologize for any kind of inconvenience that may have been caused. Kindly be informed that we are reviewing the case and we will be updating this forum within the next 24-48 hours.
Thank you,
The Midas Team
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2 years ago
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You take it so seriously that at this very moment the account is still OPEN. It doesn't seem normal to me that you treat sick people like this.
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2 years ago
Thank you, Casino Midas team, for your assistance. We will be waiting for an update patiently.
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2 years ago
Translation
During today I have received another 2 sms with offers to my mobile phone. It is impossible, this begins to be HARASSMENT.
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2 years ago
Hello,
Thank you both for the above-posted replies. Below you will find a breakdown of the complaint and our resolution:
As part of our normal processes, as with many casinos, players whose accounts are not closed but have not been active for some time may receive communication or a bonus. Unfortunately, due to an error, the username AlbayLola was added to this list of players.
Once this complaint was raised, the relevant account manager was not present to close the account. Due to this, the case was not followed up according to procedures. We have ensured to take the necessary steps and precautions to ensure such errors will not be happening in the future.
The account was self-excluded. Upon any typical account closure, it is possible that communication may still be received for a maximum of 24 hours due to system settings.
We recognize that this has been an error on the casino's side and in order to resolve this complaint and protect the player from Gambling Issues, we have ensured that the account is fully self-excluded and no communication can be sent in the future.
Furthermore, we have reviewed the account and seen that the player has deposited a total of EUR1,610.00. from the date the account has been reopened (22/04/22) to the last deposit (27/04/2022). We will be issuing a refund of EUR1,610.00 to the player via bank transfer.
In order to complete this, we require the player to send an email directly to support@casinomidas.com with the below details:
Email title: Alb****la // Refund // Casino Guru
Email body:
IBAN
BIC
SWIFT
NAME
SURNAME
Once we receive these details, we will be able to issue the payment. The payment may take 2-5 working days to be received by the player. A confirmation will be sent to the player via email, upon issuing the payment.
We would like to apologize for the inconvenience and concern caused.
Once again, we thank you for your cooperation and look forward to receiving the bank transfer details.
Thank you,
The Midas Team
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2 years ago
Translation
Good afternoon,
It is very good that they admit their mistake for the third time. Just like last time the manager was absent.
I expected no less that they would return my money, but who is responsible for my treatment that has been lost after 10 months? You say you are wrong, but the error goes far beyond returning money that you should never have received.
This goes much further because what you have done on several occasions as shown in the history and with your casinos (jackminion, spinsamba...) is to ignore my requests.
Do you know the time and money invested in trying to overcome my illness???? They know??? Do you think that this is solved by saying that it is an error???
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2 years ago
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I report the following:
- That an hour after Casino Midas's response I have received an SMS again with the following text (at 3:00 p.m. in Spain): "Use the code GOLD150 up to 1000 EUR plus 50 free spins for your deposit, x3. Join now whdq.link/9fFa4j
- That the required data has already been sent to the casino email with a copy to petronela.k@casino.guru at 1:13 p.m. (Spain time)
- That the casino says that it was an error but does not mention that it sends a personalized email dated 4/22/22 where it says: "I understand that you have not had the best experience and that is why I am writing to you directly to tell you that many things have changed. From my part you have a gift of €300 in your account WITHOUT MAXIMUM WITHDRAWAL...This does not commit you to anything Maria, I just want you to have a better experience and see with your own eyes how things have changed for better. When you are ready to enjoy the gift let me know to reopen your account." This contradicts a bit with what was stated above since I was self-excluded not inactive and if the casino cares about my health it should be consistent.
- Finally, I went to the manager's email on 4/23/22 and he received my email (as indicated by the acknowledgment of receipt). But of course I wasn't.
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2 years ago
Thank you very much, Casino Midas team, for your response and assistance with this case.
Dear Lumedia,
Could you please provide the required information? Please understand that we can't penalize the casino for the lost treatment even if I understand your point of view.
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2 years ago
Translation
What documents do you want me to send you? the mail of 22/4 and the sms received?
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2 years ago
These are the instruction from the casino's last reply:
"In order to complete this, we require the player to send an email directly to support@casinomidas.com with the below details:
Email title: Alb****la // Refund // Casino Guru
Email body:
IBAN
BIC
SWIFT
NAME
SURNAME
Once we receive these details, we will be able to issue the payment. The payment may take 2-5 working days to be received by the player. A confirmation will be sent to the player via email, upon issuing the payment."
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2 years ago
Translation
I already sent the mail last Wednesday with a copy to you Petrononela. And so far I haven't received anything.
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2 years ago
Dear Casino Midas team,
Is there any further information needed from the player, please?
Sensitive attachment
Sensitive attachment
2 years ago
Dear all,
Thank you for the above communication.
To address the above point 3 in the player's paragraph, players on a reactivation list do receive offers and communication. As previously explained, the username of the player should not have been on this reactivation list.
Kindly note that the payment had been successfully processed. Attached below, you will find proof of payment, please note that much of the data is redacted in order to protect the player's details.
Once again, we apologize for the communication error and thank you for your cooperation.
Thank you,
The Midas Team.
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2 years ago
Translation
Today I received an SMS from the casino again offering me a bonus. This means that they keep putting my data in the list of promotions. I don't think they're taking it very seriously.
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2 years ago
Translation
Petrona, I want to raise this complaint with the licensing entity. It cannot be that the casino is saying one thing and is another. Today, as you have just seen, I received an SMS. Since last August I have invested more than 2,500 euros in my recovery, and these gentlemen continue to threaten my health because they continue to send me things. This is absolutely against my health and my treatment and I want to take this to the entity that has licensed it so everyone knows how they operate.
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2 years ago
Hello,
Further to the above correspondence, we have double-checked and can confirm that the mobile number under the account AlbayLola (the account in question here) had been properly self-excluded and the mobile number removed from all and any communication 6 days ago. We have further confirmed this by by checking our SMS system and can confirm no further communication was sent to the mobile number ending in ******607.
To further investigate why the player claims there is still communication, we need to be provided with the mobile number that the player is receiving this communication on and a screenshot of the message itself. By doing so, we can investigate if the player had previously opened any other account that she is not using under different contact details. If such an account will be found, it must be closed due to the player's claim and also due to the T&C of the casino which does not allow a player to have more than 1 account.
Kindly send an email to support@casinomidas.com with the above requests to finalize the resolution of this complaint.
Thank you,
The Midas Team.
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2 years ago
Translation
You lie. Why was the message sent to the phone you mentioned? Which can be perfectly demonstrated. In addition, there is NO other account opened in my name, not under my phone number, not under my identity document.
For my part, as I have already said, I am going to continue with the claim before the Licensing Agent since I am studying a criminal complaint against so many lies and attacks on my health.
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2 years ago
Dear Lumedia,
Could you please forward a screenshot showing that messages have been sent to the abovementioned phone number?
Have you received the refund already, please?
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2 years ago
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Yes. I'll send it to your email right now
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2 years ago
Thank you, Lumedia, for the forwarded video. I could see that promotional offers are still being sent to the phone number ******607. Could you please advise if offers are coming from one specific number or multiple numbers?
Dear Casino Midas team,
Please discontinue any promotional advertising to this phone number and inform us when it's completed.
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2 years ago
Translation
as you could see in the video, there are several.
Today I have met with a lawyer and the Spanish gaming management can file a lawsuit against the casino and the casino's licensing entity.
we believe that the casino should compensate for the damages caused in the treatment
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2 years ago
Hi,
We have investigated and found the source which was not properly blocked. We can confirm it is now blocked as well. Needless to say that from our brand's perspective, you are no longer able to play. If for whatever reason you are able to register or deposit in the future, these deposits will be voided and refunded. At the same time, if any winnings will be accumulated until your account will get frozen, these will be voided together with the deposits.
We are kindly asking you to refrain from opening any further accounts with our brands and wishing you the best of luck with the recovery process.
Thank you,
The Midas Team.
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2 years ago
Translation
Even above LIE!!!! I only have one account and what it has cost me to close it. 3 times that you did not close the account. and even on top of that they allow themselves the luxury of trying to confuse by saying that I have more than one account. Show those accounts and stop lying!!!
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2 years ago
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Casino Gurú ñ, I think that now there are reasons to penalize the casino.
requested the contact of the Licensing Entity of the casino.
thank you
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2 years ago
Dear Lumedia,
After a closer examination, the casino has found the source of notifications and they were finally blocked. Could you please confirm that you have received the refund of your funds already?
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2 years ago
Translation
I would like to know what the error is.
I received the funds. But as I said before, I want to claim the damages caused since my treatment has to start over from scratch due to the NEGLIGENCE of the casino
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2 years ago
I fully understand your point of view, but please understand that we can't penalize the casino for lost treatment and caused damage. However, I would like to point out that we will monitor closely this gambling establishment and if we receive any similar complaints that players who were successfully excluded due to a gambling problem still receive promotional offers, we will intervene. This shouldn’t happen. On the other hand, we didn’t penalize the casino based on this first case as we understand that due to a technical nature of the problem this wasn’t intentional, and the player has never been able to access the account and deposit more funds even if advertising wasn’t discontinued immediately. After our internal meeting and closer clarification with Casino Midas, we understood that the issue was caused by a third-party company that provides cross-sell marketing services for the casino. The matter was raised, and policies were clarified to avoid these kinds of misunderstandings in the future.
Lumedia, since you confirmed that all the funds have been received, the account blocked, and advertising discontinued I will mark this complaint as resolved. Thank you very much for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
