Casino Midas - El jugador tiene dificultades para limitar su juego en el casino.

I've been trying for years to get my account closed and there's no way, even after telling them that I have a big problem with the game both on this page and on JackMillion, since they are the same. In the customer service they tell you that they cannot close it and they always refer you to the email vip@casinomidas.com, or support, but they never, ever answer or close the account. They tease us and laugh in our faces. It is a nightmare and you feel totally helpless with the situation. No one takes charge and you can't talk to anyone about it, because when you ask to speak to your so-called "VIP manager" (they say he has to be the one to close the account) he's never available, or he's on vacation, or sick, or He's in a meeting, or a thousand excuses they give you, but you don't talk to him or answer the mail.

IT DOES NOT COMPLY WITH SAFE GAMING IN SPAIN where the law requires that there be a section on the safe gambling page with its proper self-exclusion section.

It is impossible to unsubscribe or prohibit entry to these websites and we feel helpless in these cases.

Also, as an additional, to enter there are no buts, but to withdraw the waiting times are very long for no reason, they charge commissions and you cannot use the same method you used to enter, basically you can only withdraw by bank transfer with commission.

Llevo años intentando que me cierren la cuenta y no hay manera, aún habiéndoles comunicado que tengo un gran problema con el juego tanto en esta página como en JackMillion, ya que son los mismos. En el servicio de atención al cliente te dicen que ellos no pueden cerrarla y siempre te derivan al correo vip@casinomidas.com, o soporte, pero nunca, nunca jamás contestan ni cierran la cuenta. Nos toman el pelo y se ríen en nuestra cara. Es una pesadilla y te sientes totalmente impotente con la situación. Nadie se hace cargo y no puedes hablar con nadie al respecto, porque cuando solicitas hablar con tu supuesto "manager VIP" (dicen que tiene que ser él el que cierre la cuenta) nunca está disponible, o está de vacaciones, o enfermo, o está reunido, o mil escusas que te ponen, pero ni hablas con él ni contesta al correo.

NO CUMPLE CON EL JUEGO SEGURO EN ESPAÑA donde la ley obliga a que haya un apartado en la página de juego seguro con su debido apartado de autoexclusión.

Es imposible darse de baja o prohibirse la entrada a estas webs y nos sentimos indefensos ante estos casos.

Además, como adicional, para ingresar no hay peros, pero para retirar los tiempos de espera son larguísimos sin motivo, cobran comisiones y no puedes usar para ello el mismo método que usaste para ingresar, básicamente solo se puede retirar mediante transferencia bancaria con comisión.

Dear Vrosnika,

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 have gambling problems).

Could you please specify the reason for closing 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

I don't know if it was because I posted it here, but my account has finally been closed.

No sé si ha sido por haberlo publicado por aquí, pero mi cuenta por fin ha sido cerrada.

Thank you for the update and for your messages. I am relieved to hear your account was closed.

Make sure to keep the confirmations from casinos regarding your self-exclusion as evidence.

I am sad to say, that casinos that are not licensed in Spain are not part of the Spanish self-exclusion system. Nevertheless, casinos should always do their best to self-exclude your account once you request it.

Unfortunately, without evidence regarding your self-exclusion requests from the past, we cannot build a case in order to ask the casino to return your losses. If there are any other casinos that you wish to self-exclude from, may I suggest sending a self-exclusion request similar to this preferably written in English:

Email subject: Self-exclusion

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 (lifetime).

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."

Also, may I recommend our article that might be of some help: https://casino.guru/problem-gambling

Please let me know what you wish to do.

Dear Vrosnika,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.