Casino Midas - 플레이어의 계정이 차단되었습니다.

Good afternoon, this morning I make a deposit of one thousand euros in casino midas. I play and end up winning 500 euros. I log out of the account and when I log in again after an hour and a half, it tells me to contact them. When I contact them I tell them what has happened and they tell me that they are going to deposit the 1000 euros and that they close my account. Surprise, I ask for explanations and they tell me to thank you for paying me the deposit. I ask them, and if I had lost, would they have done the same? They close the chat. Thanks in advance

Buenas tardes esta mañana realizo un depósito de mil euros en casino midas. Juego y acabo ganando 500 euros. Me salgo de la cuenta y al volver a entrar a la hora y media , me dice que me ponga en contacto con ellos. Al ponerme les digo que que ha ocurrido y me dicen que me van a ingresar los 1000 euros y que me cierran l cuenta. Sorpresa, pido explicaciones y me dicen que le dé gracias a que me ingresan el depósito. Les pregunto y si hubiera perdido hubieran echo lo mismo? Cierrran el chat. Gracias de antemano

Dear Ferilo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. So you deposited €1,000 with which you accumulated winnings €500. Is that correct? Was this the active balance in your casino account when you were blocked?

Also, do I understand correctly that the casino decided to refund your deposit (€1,000)?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, correct blocked without explanations and without paying the winnings. You ask for reasons and they don't give them to you. The benefits obtained totaled 500 euros. And they don't tell you anything.

Hola, correcto bloqueado sin explicaciones y sin pagar las ganancias. Pides motivos y no te los dan. Los beneficios obtenidos sumaban 500 euros. Y no te dicen nada.

Hello indeed, I deposit a thousand euros, play and get a profit of €500. The balance when I left the web was €1500. At the time I decide to enter to request the refund. It tells me that the maximum it could be 1100 this week, I decide to wait for the next one. And from there they close my account, I ask them and they tell me that they can't tell me anything that it's management's decision and I'll send them the only screenshots I could make. I inform them that if I had lost they would have made the same decision to return the money, I reiterate that if they want to close the account they are within their rights, even without any reason, but they must pay what they have won as if they had lost. And there he closed the chat. Greetings

Hola efectivamente, depósito mil euros , juego y obtengo unos beneficios de 500€. El saldo al salirme de la web eran 1500€. A la hora decido entrar para solicitar el reintegro. Me pone que lo máximo que podía eran 1100 esta semana , decido esperar para la siguiente. Y a partir de ahí me cierran la cuenta les pregunto y me dicen que no me pueden decir nada que es decisión de gerencia y las únicas captura que pude hacer se las remito. Les comunico a ellos que si hubiera perdido hubieran tomado la misma decisión de devolverme el dinero, les reitero que si quieren cerrar la cuenta están en su derecho , aún sin motivo alguno, pero que lo ganado lo mismo que si se hubiera perdido deben abonarlo. Y ahí me cerró el chat. Saludos

Thank you for your reply, Ferilo. So, you actually had €1,500 in your casino account when you were blocked? Did you activate any bonuses? Could you please advise if you passed the KYC verification before the casino blocked you?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Good morning Cristina, indeed, when they blocked my account, the available one was 1500 Euros, bonuses I have never requested and all the verifications have been done because a week before I received a transfer from you. Only that day without reason or explanation they tell me that the account is closed and that they only reimburse me for what was deposited. Nothing from the profits. After 5 minutes I receive the 1000 euros but nothing of the 500 euros. I did not have time to capture the balance since I did not expect this either. Thanks for your attention in advance.

Buenos días Cristina efectivamente cuando me bloquearon la cuenta el disponible eran de 1500 Euros, bonos nunca he solicitado y todas las verificaciones se han hecho porque una semana antes recibí una transferencia por su parte. Sólo que ese día sin motivo ni explicaciones me dicen que la cuenta es cerrada y que me reembolsan sólo lo depositado. De las ganancias nada. A los 5 minutos me ingresan los 1000 euros pero de los 500€ nada.No me dio tiempo a hacer captura del saldo ya que tampoco me esperaba esto. Gracias por su atención de antemano.

Thank you very much, Ferilo, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Ferilo,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Midas's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Midas Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you so much

Muchas gracias

Hello Branislav,

Thank you for contacting Casino Midas. Please rest assured that we have received your request and are actively working on it.

We would like to inform you that we will be providing a detailed response to the complaint via email shortly. Please check your inbox, including your spam folder, as we will be sending the information to branislav.b@casino.guru.

We appreciate your patience and understanding as we work towards resolving this matter.

Thank you.

Best regards,

The Casino Midas Team

Good afternoon, thank you very much for your work, in the end the casino has paid me the amount. A big hug

Buenas tardes muchas gracias por su trabajo, al final el casino me ha abonado el importe. Un abrazo muy fuerte

What great news!

Thank you, Ferilo, for confirmation and for using the Casino Guru complaint resolution centre, and I am sorry for the delay. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, Casino Midas Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru