Casino Midas - Self-excluded player allowed to play by casino group.

Hello.

I have an issue concerning the 3 casinos of the Luckland Group B.V. (spinsamba, jackmillion, and casino midas)

In 2019, I requested permanent self-exclusion due to my gambling problems at spinsamba.

A few days ago, I received an email (I do not know where they got my contact) offering me 100 euros to gamble (without rollover or anything) at jackmillion. I opened an account, played with those 100 euros which I lost, and then deposited a further 200 euros which I also lost. Afterwards, I requested the permanent closure of the casino.

Due to my anxiety and in an attempt to recover my lost money, I opened an account at casino midas, deposited 200 euros and lost. When I tried to access my account again, it was blocked (because they extended the self-exclusion from the other group casinos)

My complaint is as follows. If I was already self-excluded from the Luckland Group B.V. since 2019, why did they contact me to offer a bonus? And what's worse, why was my access to jackmillion and casino midas not blocked if they were aware of my vulnerable gambler status?

Thank you

Dear juliobit8,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino contacted you with marketing communication to the email address associated with your self-excluded account?
• Have you informed the casino about your gambling issues?
• How did the casino inform you about your account being blocked?
• Have you requested a refund of your deposited funds from the casino yet? With what result?
• If you have any correspondence with the casino regarding the issue please forward it to my email at tomas@casino.guru

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,

Tomas

Hello Tomas.

• The email with the bonus was sent to another email address. When I registered, the personal data entered was the same as that of the casino excluded in 2019 except for the email (same name, telephone number, date of birth, ID,...)
• Yes, in 2019 I reported my gambling problems to spinsamba so they permanently closed my account at that casino.
• They did not inform me why they blocked my account. I contacted midas casino chat and they said the glambing department would contact me. The spinsamba chat confirmed the permanent closure of my account since 2019
• I have contacted the casino more than 5 days ago explaining what happened but they have not responded.
• I resend you the e-mail.

Thank you

Thanks for your message.

• Have you received any response to your request from Casino Midas since the complaint began?
• Did Casino Midas acknowledge they know about your gambling problem?
• Was your account at Jackmillion Casino closed due to your request sent on February 8th?

Hello.

Midas casino has not responded to my email. When trying to access my account, I found that it was locked. I asked in the chat the reason for the closure and they said that they would contact me from the corresponding department but that was not the case.

Jackmillion blocked my account when I explained my gambling problems

Thanks for your patience.

Please understand that casinos licensed in Curacao don't have the obligation to exclude you from associated online casinos.

If the casino didn't inform you about the reason why they closed your account, I would recommend you contact them again and inform them about the gambling problem yourself to prevent further uncertainty about the possibility of your account being open in the future.

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 (gambling problems)

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."

You can include me in the copy of your email at tomas@casino.guru

I have already contacted them several times via chat and have sent an email that they have not even bothered to respond to. I don't need to send more emails because my account is already closed and I don't have access.

My claim is based on the fact that they apply account closure when it interests them.

They closed my account at Midas due to my gambling problems reported to Jackmillion, but the day I opened my account at Jackmillion and lost a lot of money they did not apply the same criteria (close the account for having reported my problems to Spinsamba)

We believe that casinos can close players' accounts without any reason as long as they don't withhold players' funds. If we cannot identify the reason being a self-exclusion, we'll have to recommend you request the self-exclusion anyway. It's up to you, but we recommend it since we can't be sure the self-exclusion was the reason for blocking in the first place.

Since you didn't inform this particular casino before your account was closed we unfortunately cannot proceed to request a refund on your behalf.

If you happen to learn the reason why your account was blocked, keep in mind that casinos licensed in Curacao don't have the obligation to self-exclude you in associated brands.

If however, casinos block players due to suspicion of gambling problems later, we can't penalize them for this.

Casinos licensed under eGaming Curacao feature a possibility for you to request a self-exclusion in all casinos under this particular license:

https://verification.curacao-egaming.com/validateview.aspx?domain=casinomidas.com#contentSelfExclusion

Our recommendation would be to take advantage of this tool.

I'll await your reply.

They don't seem like fair conditions to me.

I deposit 400 euros, I lose, and they close my account, but what would have happened and I won and wanted to withdraw?... Well, I'll answer you, they would tell me that due to problems with the game, my account should be closed.

That is to say, the only thing I could do in that casino was lose money, it doesn't seem like a fair casino to me.

Without further information, I would like to emphasize my recommendation about taking precautions I mentioned earlier.

If you come across any information that ought to change the outlook on the situation, such as acknowledgment that this casino knew about your gambling problem before you opened an account there, please contact me and we'll try to assist you with your request for a refund. My email address is tomas@casino.guru

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.