Casino Midas - La cuenta del jugador ha sido cerrada.

They closed my account with 6,000 euros in real money of mine earned in the casino after having deposited more than 3,500 euros and when I wanted to withdraw they closed my account, it is something that has never happened to me and I feel cheated I need to deposit the 6,000 and then if they wanted to prohibit me from doing so but I am not going to forgive my money, I would like you to help me to deposit it and give me some information because I plan to take it to all the media this is something brutal first they told me that I can withdraw 2000 euros a week and after withdrawing the first 2,000 and they only let me withdraw 1,500 and when I went back in it wouldn't let me enter they had closed my account with the remaining 6,000 euros to withdraw

Me han cerrado la cuenta con 6000 euros en dinero real mío ganado en el casino tras haber ingresado más de 3500 euros y cuando he querido retirar me han cerrado la cuenta es algo que jamas me ha pasado y me siento estafado necesito que me ingresen los 6000 y luego si me querían prohibir que lo hagan pero no voy a perdonar mi dinero me gustaría que me ayuden para que me lo ingresen y me den alguna información porque pienso llevarlo a todos los medios esto es algo brutal primero me han dicho que puedo retirar 2000 euros a la semana y luego de retirar los primeros 2000 y solo me han dejado retirar 1500 y al volver a entrar no me dejaba entrar me habían cerrado las cuenta con 6000 euros restantes a retirar

Dear Sefyu24,

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. Do I understand correctly that you have withdrawn €3,500? Could you please advise if you passed the KYC verification before the casino blocked you?

Do I understand correctly that you accumulated your winnings without any active bonuses?

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,

Kristina

The first thing was to play, I played and I lost, well, then I deposited more money and I won, I withdrew 2,000 euros and I kept playing and I lost a bit, and then again I won up to 11,000 euros and I wanted to withdraw, they told me to wait at the end of the week that I could withdraw 2,000 there. euros every week and then I played 1000 and I was left with 10000 clean euros in the account after that the page was blocked because I complained that 2000 euros disappeared while I was playing and they were investigating to return the 2000 but in the end 5 passed days and my account was opened I was able to make the withdrawal request that they only let me withdraw 1500 euros a week it was no longer 2000 euros and I had 8500 left in the account of which I played 2500 and lost I have 6000 net euros left in the account and at After an hour on 05/02/2023 I could not enter the page when I contacted them they told me that the account had been closed and that I was not going to open it but I told them my money is there without any bonus or anything and that it's my profit they didn't tell me anything they cleaned their hands

kyc verification I don't know what it is but I have verified my account and I was able to withdraw without problem when it was convenient for them

Lo primero fue jugar que jugué y perdí bueno luego he depositado más dinero y gane retire 2000 euros y seguí jugando y perdí un poco y luego de nuevo gane hasta 11000 euros y quise retirar me dijeron que esperar al acabar la semana que allí podría retirar 2000 euros cada semana y entonces jugué 1000 y me quedé con 10000 euros limpios en la cuenta después de ello se me bloqueó la página porque me quejé de que me ha desaparecido 2000 euros mientras estaba jugando y estaban investigando para devolverme los 2000 pero al final pasaron 5 días y mi cuenta se abrió pude hacer la solicitud de retiro que solamente me dejaban retirar 1500 euros al semana ya no eran 2000 euros y me quedaron 8500 en la cuenta de los cuales jugué 2500 y perdí me queda 6000 euros netos en la cuenta y al cabo de una hora el día 02/05/2023 no podía entrar a la página cuando contacté con ellos me dijeron que se había cerrado la cuenta y que no se Iva a abrir pero les dije mi dinero está allí sin ningún bono ni nada y que es mi ganancia ellos no me dijeron nada se han limpiado las manos

kyc verificación Nose lo que es pero yo he verificado mi cuenta y pude retirar sin problema cuando a ellos les ha convenido

Thank you very much for your reply, Sefyu24. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I do not understand with relevant communication, could you specify please?

No entiendo con comunicación relevante me podrías especificar Porfavor

I have already sent the conversation I have had with the casino by email and I would like to please get an answer as soon as possible

Ya he enviado la conversación que he tenido con el casino por email y me gustaría Porfavor que me dieran respuesta lo antes posible

Thank you very much, Sefyu24, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

What do I have to do now?

Que es lo que debo hacer ahora ?

Hello Sefyu24,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Midas to join the conversation.

Dear Casino Midas,

Can you please provide information on why was the player's account closed prior to paying out all the winnings?

I hope they answer about me and if they don't what will happen

Espero que respondan sobre mi y si no lo hacen que pasará

Hi Michal,

Good afternoon, 

With regards to the above mentioned player, i can confirm that there currently is an ongoing investigation with regards to the players account. The investigation is regarding funds in which the player stated had gone missing from his account, As the player had an large amount of activity on his account the investigation has taken longer than normal. One of our managers has communicated this with the player last week and the player was happy with the time frame given to complete the investigation. Just so you are aware the investigation should be completed within the next 24-48 hours.

Thank you.

Best regards,

The Casino Midas Team

Thank you for your response, Casino Midas Team.

I have my fingers crossed that the investigation won't take much longer 🤞

Dear Sefyu24,

As Casino Midas Team wrote, the investigation took much longer than usual as your situation is a bit special.

I can only ask for your patience for now because the investigation needs to be finished first to establish any further steps.

Hi Michal,

Good morning,

I would like to update you with the investigation regarding the above mentioned player, the investigation was completed this morning and all checks came back with no irregularities.

The player was in contact with one of the managers this morning and the player was given access to his account again and the manager assisted the player with updating his account and also approved a withdrawal of 2,000 euros whilst on chat with him.

I think the player should be confirming to you that everything is back in order.

Thank you.

Best regards,

The Casino Midas Team

If everything is in order I can only confirm the 2 thousand that disappeared could not be returned and well I have to forget about them but in any case I opened my account and I was able to withdraw 2 thousand euros

Si todo está en orden puedo confirmar lo solamente Los 2 mil que desaparecieron no se pudieron regresar y bueno debo olvidarme de ellos pero en todo caso ae puso abrir mi cuenta y pude retirar 2 mil euros

Thank you for the update, Casino Midas Team.

Dear Sefyu24,

Do I understand correctly that €2,000 from the disputed amount €6,000 was deducted/voided? If so, what was the reason? What is the correct disputed amount now?

Good morning Sefyu24,

We are glad that everything is in order now for you, as explained to you via one of our casino managers, no discrepancies on your account with regards to missing balances was detected.

Should you wish, we can also proved you and Casino Guru a copy of all deposits, withdrawals and casino gaming transactions, to put your mind at rest that no money has gone missing and everything is accounted for.

Thank you.

Best regards,

The Casino Midas Team

The amount that I had and that was returned to me was 6 thousand euros but I had made a claim for 2 thousand euros apart from the 6 thousand euros that I never received again but well I can't do anything else at the moment since those who have made the review they told me that they were not going to give it back so they only returned the 6 thousand of which I have been able to withdraw 2 thousand

El monto que tenía y que me volvió fue de 6 mil euros pero había hecho una reclamación por 2 mil euros aparte de los 6 mil euros que nunca más volví a recibir pero bueno no puedo hacer nada más de momento ya que los que han hecho la revisión me dijeron que no lo iban a dar entonces sólo se me devolvieron los 6 mil de los cuales he podido retirar 2 mil

I would like to, since more than 25 days have passed since the incident and I would like to know which roulette wheel and what numbers they touched at the time I played the 2,000 euros, since I did not play them, I just passed them to the casino room and to the load the page again they disappeared from the casino and from the casino table and i explained it but i never received them again

Me gustaría ya que ahora han pasado más de 25 días desde el incidente y me gustaría saber en qué ruleta y qué números tocaron en el momento que jugué los 2 mil euros ya que yo no los jugué solo fue pasarlos a la sala de casino y al cargar la página de nuevo desaparecieron del casino y de la mesa del casino y lo he explicado pero nunca más los volví a recibir

It is something that I have not been able to receive in a good way from the casino since at that exact moment nobody has been able to help me with it and I was quite frustrated. I would like them to tell me exactly when I played the 2 thousand euros since they have everything under control and thank you very much I would really like to receive your answer about which table and when I played since they have the history of the table I was supposed to play at

Es algo que no he podido recibir de buena manera por parte del casino ya que en ese momento exacto nadie me ha podido ayudar con ello y me frustre bastante me gustaría que me dijeran en qué momento jugué los 2 mil euros exactamente ya que tiene todo controlado y muchas gracias me gustaría de verdad recibir vuestra respuesta sobre que mesa y qué momento juegue ya que tienen el historial de la mesa en la jugué se supone

Hi Sefyu24.

Not a problem at all, can you please provide us with the below details so that we can locate the session exactly and provide you with the information.

• Date & time
• Balance at the time of disappearance

Once we have this we can provide you with all the information.

Thank you.

Best regards,

The Casino Midas Team

At no time have I claimed something that is not mine, I only claim what is mine and belongs to me and I want everything to play in perfect condition and that the money does not disappear while we are passing it from the casino to the table because then it will be something serious for the player and for the casino and its reputation I am very grateful but I would like to receive the exact moment and the table at which it supposes that I played the 2 thousand euros and that when loading I only wanted to spend 1 thousand euros at the table and it took me a while load and as I hit it 2 times I saw that 2 thousand euros were passed to the casino table but then when loading the page I did not see a single euro on the casino table again and I was surprised and reloaded the page several times and there was no remedy so I contacted the chat and told them but in reality I think they did not pay attention to my claim I told them that at that moment they could enter and see that I did not play them in any way but well I will have to forget about them and the truth is that I lost a little confidence

Yo en ingun momento he reclamado algo que no es mío solamente reclamo lo que es mío y me pertenece y quiero que todo juguemos en perfectas condiciones y que el dinero no desaparezca mientras lo estemos pasando desde el casino a la mesa porque entonces será algo grave para el jugador y para el casino y su reputación yo estoy muy agradecido pero me gustaría recibir el momento exacto y la mesa en la que supone que jugué los 2 mil euros y que al cargar yo solo quería pasar 1 mil euros a la mesa y tardo al cargarse y como le di 2 veces vi que se pasaron 2 mil euros ala mesa del casino pero luego al cargar la página no volví a ver ni un euro en la mesa de casino y me extrañé y volví a cargar la página varias veces y no hubo remedio entonces contacté con el chat y les comenté pero en realidad creo que no me hicieron caso sobre mi reclamación yo le dije que en ese momento podría entrar y mirar que yo no los jugué de ninguna manera pero bueno deberé olvidarme de ellos y la verdad que perdí un poco la confianza

Dear Sefyu24.

What we would like to do is definitely restore your confidence with us, if you can give us the date and time and the balance before we can send you all the data, it is not a problem at all, we will dedicate a specialist to go through the data again for you. This will not have any effect on your account this time, we will be able to do a recheck from the data received.

Thank you

Best regards,

The Casino Midas Team

It was at this moment of this day I made 1 thousand and 1 thousand, both of them passed at once and then they were gone, so I would like you to tell me at what table and at which time and what numbers they played to supposedly lose that money

Fue en este momento de este día hice 1 mil y 1 mil pasaron las dos de golpe y luego ya no estaban entonces me gustaría que me dijesen en qué mesa y momento y qué números tocaron para perder ese dinero supuestamente

Dear Sefyu24,

Thank you for the information, can you please verify which ones you are referring to, as in the time as there are many.

Thank you

Best regards,

The Casino Midas Team

I have lost money and I never complained at all but it was because I really played it and I was at the table but I cannot accept losing money exactly 2 thousand euros while I pass it to the casino table and after they disappear that I cannot accept it in any way and I would like you to show me what numbers I supposedly played with 2 thousand euros and what numbers they played in all the rounds from 04/27/2023, 1:23 AM to 04/27/2023, 1:31 AM since I am very sure what I am saying can you confirm when the numbers supposedly do not come out and thank you

Yo he perdido dinero y nunca me queje en absoluto pero fue porque realmente lo jugué y estuve en la mesa pero no puedo aceptar perder dinero 2 mil euros exactos mientras los paso a la mesa de casino y luego que desaparezcan eso no puedo aceptarlo de ninguna manera y me gustaría que me mostrasen qué números supuestamente jugué con 2 mil euros y qué números tocaron en todas las tandas desde 04/27/2023, 1:23 AM hasta 04/27/2023, 1:31 AM ya que estoy muy seguro de lo que yo estoy diciendo pueden confírmame en qué momento no salen los números supuestamente y gracias

Dear Sefyu24,

Thank you again for the information,

We will retrieve the data and provide this to you, we will assign this to Jason as he was helping you this morning.

Thank you

Best regards,

The Casino Midas Team

Also on 04/27/2023, 12:50 AM until 04/27/2023, 12:50 AM I made two withdrawals of 2 thousand euros, I know that at that time or at the time I sent you my money disappeared when I passed it to the table of the casino

También los 04/27/2023, 12:50 AM hasta 04/27/2023, 12:50 AM hice dos retiradas de 2 mil euros se que en ese momento o en el momento que os envíe mi dinero desapareció al pasarlo a la mesa del casino

You can contact me through here so I can verify it or through my casino account

Pueden contactarme atraves de aquí así puedo verificarlo o atraves de mi cuenta en el casino

Thank you all for your responses.

Dear Casino Midas Team,

Please share the player's game log from that time to clearly establish if the money really "disappeared" as the player is stating or if it was used as regular bets.

Please forward the full player's game log to me at michal.k@casino.guru

Hi Michal,

We have been speaking to the player in question directly on live chat, one of the casino managers has assigned himself to check this for Sefyu24.

We will update you accordingly once the checks have been done.

Thank you

Best regards,

The Casino Midas Team

OK, thank you for the response, Casino Midas Team.

Dear Sefyu24,

Please let me know if you were able to settle the issue with the Casino Midas Team internally or if you require any further assistance from our side. Apart from the "disappeared" funds, all other issues you had were clarified, or can I be helpful with something else?

You can be useful until I let you know at the end. I think it will be good for you to know. I hope to have a positive response on my topic.

Puedes ser útil hasta avisarte del final creo que será bueno que lo sepas espero tener una respuesta positiva sobre mi tema

Sure, no problem, Sefyu24. Keep me updated.

Ok michal I will inform you as soon as I receive the news I will inform you about it

De acuerdo michal te informaré en cuando reciba la noticia te informaré sobre ello

Dear Sefyu24,

Any updates, please? Were you able to settle the issue with the Casino Midas Team?

Hello no they still couldn't finish the investigation I'll ask again today Let's see if they have done something new

Hola no aún no pudieron acabar la investigación preguntaré de nuevo hoy Aver si han hecho algo nuevo

Hi Michal,

Good morning,

I would just like to confirm that the investigation for the above mentioned player was concluded, all funds had been accounted for and added to the players account, The 2,000 euro in question was added to the players account and he withdrew it on Tuesday.

From the Casino side everything is in order, we thank Sefyu24 for his patience, however this investigation was a little tricky but the outcome was positive.

Thank you.

Best regards,

The Casino Midas Team

Thank you for the response, Casino Midas Team. I'm glad the situation could be worked out 🙂

Dear Sefyu24,

I believe the situation has been cleared and your issue appears to be settled.

Can we consider your issue to be solved, or do you require any further assistance with something else?

If it is resolved, I thank casino guru and casino Midas for their patience with me, everything is correct, we are in peace

Si está resuelto agradezco a casino guru y casino Midas por su paciencia conmigo todo correcto estamos en paz

Thank you for the confirmation, Sefyu24.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation Sefyu24, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you. I would appreciate it if you let me know once you received all your winnings at michal.k@casino.guru.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal K

Casino.Guru