Casino Midas - La cuenta del jugador ha sido cerrada y los retiros se han retrasado.

Hello,

I've been playing at this casino for years, and not a single withdrawal has been made on time. Every single one has had to be canceled prematurely, and when I tried to play again, not a single bet has won... Suspicious. That's why I'm claiming over €10,000; I'm talking about numerous withdrawals of more than €3,000.

Furthermore, several attempts to close the account due to pathological gambling diagnosed years ago were ignored by the casino, with the consequent deposits, instead of closing the account as is their duty, more advertising, more deception, making my problem chronic (expert reports).

At this point, I'd been avoiding it for months, but I've suffered a relapse (and I've lost count of how many times), with the following repercussions for my health. The withdrawal, for €2880, was canceled again, I bet that amount again, and it was another blatant rip-off by Casino Midas; I was scammed once more. They haven't responded to my messages.

For all these reasons, for failing to comply with their safe gaming obligations, for the harm done to my health, and for the amounts lost, I am legally demanding from the casino a minimum of €10,000, or a larger amount if applicable, and I am also demanding a fine from the authorities for this type of fraudulent site.

I ask for your help in formally addressing this incident, to prevent it from happening again, and to take corrective action against criminals like those responsible for Casino Midas.

Thank you for your help.

Warm greetings.

Hola,

Llevo con el casino años, ni una sola retirada a tiempo, todas se han tenido que cancelar antes de tiempo y al volver a jugar el dinero ni una sola apuesta ganadora... Sospechoso. De ahí reclamar SOBRE los 10000€, les hablo de numerosas retiradas de más de 3000€.

Por otra parte, varios intentos de cerrar la cuenta por juego patológico con diagnóstico desde hace años, caso omiso por parte del casino, con los consiguientes depósitos, en vez de cerrar la cuenta como es su deber, más publicidad, más engaños, cronificando mi problema (informes de expertos).

Llegado este punto, llevaba meses evitandolo, pero he sufrido una recaída (y ya no sé culpables de cuantas), con la siguiente repercusión sobre mí salud. La retirada, por un valor de 2880€, otra vez cancelada, otra vez apostado esa cantidad y otro robo descarado por parte de Casino Midas, estafado nuevamente. Sin respuesta a mis mensajes.

Por todo esto, por incumplir con sus obligaciones de juego seguro, por ver mi salud afectada, y por las cantidades perdidas, reclamo al casino por vía legal la cantidad de 10000€ mínimo, o en su caso una cantidad mayor y reclamo también una multa por parte de las autoridades a este tipo de sitios fraudulentos.

Les pido ayuda para gestionar con carácter formal esta incidencia, que no vuelva a repetirse y un correctivo para maleantes como los responsables de Casino Midas.

Agradezco su ayuda.

Un saludo cordial.

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please specify the website of the casino to exclude the possibility of error?
• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email and separately to any VIP manager you are in contact with, if applicable, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Midas Vault Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Bmabma,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Bmabma

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Casino Midas to join this discussion and provide their comments regarding the matter.

Dear Casino Midas,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

According to my bank statements, since the final closure of the account due to gambling addiction on 06/26/2025, minimum deposits of €1118 have been made, and I want to recover them.

Yes, it's not more, since many times the payment gateways redirect and the concept is not Casinomidas.com.

I am going to claim the €1118, at least for the deposits of 21/08/2025 and 14/07/2026, since the account should be in a state of definitive self-exclusion, attempted long before 26/06/2025 by explicitly mentioning my problem with gambling, and communicated through emails and live chat.

The €10,000 I'm asking for is related to the fact that the payments weren't processed; I played again up to three times for amounts close to €3,000.

I have bank statements of the transactions and screenshots of the emails and chats.

I urge you to respond promptly and reach an agreement for the value of €1118-€10,000.

I am able to forgive a mistake, but not negligence towards one's duties and the law.

Según mis extractos bancarios, desde el cierre definitivo de la cuenta con motivo de ludopatía el 26/06/2025 se han realizado mínimo depósitos por valor de 1118€, quiero recuperarlos.

Sí no es más, ya que muchas veces las pasarelas de pago redireccionan y el concepto no es Casinomidas.com.

Les voy a reclamar los 1118€, como mínimo por los depósitos del 21/08/2025 y 14/07/2026, ya que la cuenta debería estar en estado de autoexclusión definitiva, intentada desde mucho antes del 26/06/2025 mencionando explícitamente mi problema con el juego, y comunicada a través de mails y del chat en vivo.

Los 10.000€ que les pido van por la línea de no procesar los cobros, volví a jugar hasta por tres veces importes cercanos a los 3000€.

Tengo extractos bancarios de los movimientos y capturas de los correos electrónicos y chats.

Les insto a contestar prontamente y a llegar a un acuerdo por el valor 1118€-10.000€.

Soy capaz de perdonar un error, no una negligencia para con sus deberes y la ley.

I would like to retract some of my past statements that supposedly implicate CasinoMidas, such as "another robbery, fraud and scam," and state instead: "failure to meet player protection obligations, negligent conduct, and failure to adopt responsible gambling measures despite express knowledge of the player's situation."

Me gustaría retractarme la respecto a algunas de mis afirmaciones en el pasado que supuestamente comprometen a CasinoMidas tales como "otro robo, fraudulento y estafa" y declarar en su lugar: "incumplimiento de las obligaciones de protección del jugador, actuación negligente y falta de adopción de medidas de juego responsable pese al conocimiento expreso de la situación del jugador."

Dear Borja,

We are sorry to hear about your experience and that you feel disappointed with Casino Midas. We take the concerns you have raised seriously.

Following receipt of your complaint, we carried out a detailed investigation into your account history and the points you raised. Based on the records available to us, we found that some of the information provided in your complaint does not correspond with our records.

Regarding your statement that several requests to close your account due to gambling-related issues were ignored, our records show that the occasion on which a gambling issue was mentioned in connection with an account closure request was on 21 July 2026. Upon receiving this request, your account was closed on the same day. 

We also carefully reviewed your concerns regarding withdrawals. Our records show that the withdrawals referred to in your complaint were cancelled by you before the applicable processing timeframe had elapsed. We found no instance where the withdrawals in question exceeded the established processing timeframe before being cancelled. We can confirm that no withdrawals were cancelled from our side.

We hope the above clarifies the findings of our investigation and provides further context regarding the matters raised in your complaint.

Kind regards,

Casino Midas Team

Dear Casino Midas,

Imagine my surprise when I saw their response in which they disclaimed responsibility for what happened and ignored the proven facts, omitting the veracity of their records.

The account closure due to gambling addiction is on 26/06/2025, after self-exclusion they reopen the account allowing deposits worth €1018 proven.

I am going to demand that amount as an advance payment.

I kindly request that you review your records up to the date indicated and, as this is true, accept the facts and be consistent with your responsible gaming policy by transferring the amount referred to above to my personal bank account without further delay.

All the best.

Estimado Casino Midas,

Cual mi sorpresa al ver su respuesta en la que se desresponsabilizan de lo ocurrido e ignoran los hechos probados, omitiendo la vericidad de sus registros.

El cierre de cuenta con motivo de ludopatía es el 26/06/2025, tras autoexclusión reabren la cuenta permitiendo depósitos por valor de 1018€ probados.

Les voy a exijir esa cantidad a cuenta.

Les pido cordialmente que revisen sus registros hasta la fecha señalada y como así es cierto, acepten los hechos y sean coherentes con su politica de juego responsable, transfiriendo sin más dilación la cantidad a la que hacemos referencia más arriba a mi cuenta bancaria personal.

Un saludo.

I demand a thorough investigation, since the omission of evidence is a crime and the investigation ceases to be faithful to the reality of the facts.

Exijo una investigación a fondo, ya que la omisión de pruebas es delito y su investigación deja de ser fiel para con la realidad de los hechos.

I want to provide new documentary evidence and clarify an important aspect of the chronology of my claim.

On 26/06/2025, Casino Midas informed me in writing that it had proceeded to the "immediate closure" of my account, in the context of its responsible gambling policy.

In that email, sent by the casino's responsible gaming department, it was expressly stated that the content of my communication led them to take action and that, "in line with our responsible gaming policy," they had proceeded to immediately close my account.

Therefore, from that date the casino was already aware of my situation and had considered it necessary to close my account for reasons related to responsible gambling.

My complaint focuses on one issue, which I consider relevant:

What responsible gambling measures did Casino Midas apply before accepting my reopening request, considering that the casino itself had previously closed my account for responsible gambling reasons?

After that reopening, my account was operational again and I was able to make new deposits.

The bank statements I am providing show the following deposits made subsequently:

21/08/2025

€60-€100-€100 Total: €260

14/07/2026

€250-€258-€250

Total: €758

Therefore, the documents provided prove subsequent deposits totaling:

€1,018

I believe that these deposits cannot be analyzed as if they belonged to a client with no history of responsible gambling.

Before the reopening, Casino Midas had already received my communication and had considered my situation sufficiently concerning to proceed with the immediate closure of my account.

The casino already had relevant information about my behavior and the reasons why I had previously decided to close my account.

The question that needs to be clarified is whether, before allowing gambling and deposits again, Casino Midas carried out an adequate assessment of the situation and applied the appropriate protective measures.

I request that the casino provide the documentation

I request that Casino Midas explain and, where appropriate, document:

The exact date on which the reopening of my account was requested.

The exact date on which the casino accepted said reopening.

Which department authorized the reopening?

What information did the casino have available regarding the reason for the closure on 26/06/2025?

What responsible gaming assessment was carried out before accepting the reopening?

What protective measures were applied before the storage facilities were reopened?

If there was any waiting period, review, or specific procedure before allowing play again.

What criteria did the casino use to decide whether it was appropriate to reinstate my account after having previously closed it for responsible gambling reasons?

I consider it especially important that these issues be clarified because the closure on 26/06/2025 was not an ordinary closure requested for administrative reasons, but a measure adopted by the casino itself within its responsible gaming policy.

The amount I am claiming in this section amounts to €1,018, corresponding exclusively to the deposits that I can document through the bank statements provided and which were made after that first intervention of the casino for responsible gambling reasons.

I request that the set of circumstances and the operator's prior knowledge of my gambling situation be taken into account.

Final application

For all the above reasons, I request that Casino Guru consider the new evidence and ask Casino Midas for a documented explanation of the procedure followed for my reopening and the responsible gambling measures implemented before allowing deposits again.

I also request the return of the €1,018 deposited subsequently, considering that the casino allowed me to play and make deposits again despite having previously identified a situation that had led to the immediate closure of my account for responsible gambling reasons.

I offer the following as evidence:

Email from Casino Midas dated 26/06/2025, confirming the immediate closure of my account for reasons related to responsible gambling.

Bank statements from 21/08/2025, with deposits totaling €260.

Bank statements from 14/07/2026, with deposits totaling €758.

I believe that these tests allow us to establish an objective question that must be answered by the operator: what responsible gambling controls were carried out before reopening an account that Casino Midas itself had previously closed for responsible gambling reasons and subsequently allowing deposits again of at least €1,018.

Quiero aportar nuevas pruebas documentales y aclarar un aspecto importante de la cronología de mi reclamación.

El 26/06/2025, Casino Midas me comunicó por escrito que había procedido al "cierre inmediato" de mi cuenta, en el contexto de su política de juego responsable.

En dicho correo, enviado por el departamento de juego responsable del casino, se indica expresamente que el contenido de mi comunicación les llevó a adoptar medidas y que, "en línea con nuestra política de juego responsable", habían procedido al cierre inmediato de mi cuenta.

Por tanto, desde esa fecha el casino ya tenía conocimiento de mi situación y había considerado necesario cerrar mi cuenta por motivos relacionados con el juego responsable.

Mi reclamación se centra en una cuestión, a mi entender relevante:

¿Qué medidas de juego responsable aplicó Casino Midas antes de aceptar mi solicitud de reapertura, teniendo en cuenta que el propio casino había cerrado mi cuenta anteriormente por motivos de juego responsable?

Después de dicha reapertura, mi cuenta volvió a estar operativa y pude realizar nuevos depósitos.

Los extractos bancarios que aporto demuestran los siguientes depósitos realizados posteriormente:

21/08/2025

60 €-100 €-100 € Total: 260 €

14/07/2026

250 €-258 €-250 €

Total: 758 €

Por tanto, los documentos aportados acreditan depósitos posteriores por un total de:

1.018 €

Considero que no puede analizarse estos depósitos como si se tratara de un cliente sin antecedentes de juego responsable.

Antes de la reapertura, Casino Midas ya había recibido mi comunicación y había considerado suficientemente preocupante mi situación como para proceder al cierre inmediato de mi cuenta.

El casino ya disponía de información relevante sobre mi comportamiento y sobre los motivos por los que anteriormente había decidido cerrar mi cuenta.

La cuestión que debe aclararse es si, antes de volver a permitir el juego y los depósitos, Casino Midas realizó una evaluación adecuada de la situación y aplicó las medidas de protección que correspondían.

Solicito que el casino aporte la documentación

Solicito que Casino Midas explique y, en la medida en que corresponda, documente:

La fecha exacta en la que se solicitó la reapertura de mi cuenta.

La fecha exacta en la que el casino aceptó dicha reapertura.

Qué departamento autorizó la reapertura.

Qué información tenía disponible el casino sobre el motivo del cierre de 26/06/2025.

Qué evaluación de juego responsable se realizó antes de aceptar la reapertura.

Qué medidas de protección se aplicaron antes de volver a habilitar los depósitos.

Si existió algún periodo de espera, revisión o procedimiento específico antes de permitir nuevamente el juego.

Qué criterios utilizó el casino para considerar apropiado volver a habilitar mi cuenta después de haberla cerrado previamente por motivos de juego responsable.

Considero especialmente importante que estas cuestiones sean aclaradas porque el cierre de 26/06/2025 no fue un cierre ordinario solicitado por motivos administrativos, sino una medida adoptada por el propio casino dentro de su política de juego responsable.

La cantidad que reclamo en este apartado asciende a 1.018 €, correspondiente exclusivamente a los depósitos que puedo acreditar documentalmente mediante los extractos bancarios aportados y que fueron realizados después de aquella primera intervención del casino por motivos de juego responsable.

Solicito que se valore el conjunto de circunstancias y el conocimiento previo que tenía el operador sobre mi situación de juego.

Solicitud final

Por todo lo anterior, solicito que Casino Guru valore las nuevas pruebas y solicite a Casino Midas una explicación documentada sobre el procedimiento seguido para mi reapertura y sobre las medidas de juego responsable aplicadas antes de permitir nuevamente depósitos.

Asimismo, solicito la devolución de los 1.018 € depositados posteriormente, al considerar que el casino permitió nuevamente el juego y la realización de depósitos pese a haber identificado previamente una situación que había motivado el cierre inmediato de mi cuenta por razones de juego responsable.

Aporto como pruebas:

Correo electrónico de Casino Midas de 26/06/2025, en el que confirma el cierre inmediato de mi cuenta por motivos relacionados con juego responsable.

Extractos bancarios de 21/08/2025, con depósitos por un total de 260 €.

Extractos bancarios de 14/07/2026, con depósitos por un total de 758 €.

Considero que estas pruebas permiten establecer una cuestión objetiva que debe ser respondida por el operador: qué controles de juego responsable se realizaron antes de reabrir una cuenta que el propio Casino Midas había cerrado previamente por motivos de juego responsable y posteriormente permitir nuevamente depósitos por al menos 1.018 €.

Casino Midas must demonstrate what checks it carried out before accepting the reopening and enabling deposits again.

What I question is that Casino Midas accepted the reopening without carrying out the responsible gambling checks that were reasonably required, even though the casino itself had closed my account on 06/26/2025 precisely for responsible gambling reasons.

There are precedents, I urge you to acknowledge an error related to the responsible gaming procedure.

I request a refund of €1,018 because the operator, having previously identified a situation that justified the immediate closure of my account for responsible gambling reasons, subsequently accepted the reopening without, to my knowledge, carrying out any specific evaluation, check or interaction intended to assess whether it was appropriate to enable my gambling activity and the making of deposits again.

Que Casino Midas demuestre qué comprobaciones realizó antes de aceptar la reapertura y habilitar nuevamente los depósitos.

Lo que cuestiono es que Casino Midas aceptara reapertura sin realizar las comprobaciones de juego responsable que razonablemente correspondían, pese a que el propio casino había cerrado mi cuenta el 26/06/2025 precisamente por motivos de juego responsable.

Existen precedentes, les insto a reconocer un error relacionado con el procedimiento de juego responsable.

Solicito la devolución de los 1.018 € porque el operador, habiendo identificado previamente una situación que justificó el cierre inmediato de mi cuenta por motivos de juego responsable, aceptó posteriormente la reapertura sin realizar, según mi conocimiento, ninguna evaluación, comprobación o interacción específica destinada a valorar si resultaba adecuado volver a habilitar mi actividad de juego y la realización de depósitos.

What did Casino Midas do to protect a player whose account had previously been closed by its own Responsible Gaming department after the player had expressly stated that he had a gambling problem?

This wasn't a case of a client for whom the operator was unaware of any risk factors. There was a warning sign that I had specifically reported and that the Responsible Gaming department itself had acknowledged.

¿Qué hizo Casino Midas para proteger a un jugador cuya cuenta había cerrado previamente su propio departamento de Juego Responsable después de que el jugador hubiera comunicado expresamente que tenía un problema con el juego?

No se trataba de un cliente del que el operador desconociera cualquier señal de riesgo. Existía una señal expresamente comunicada por mí y reconocida por el propio departamento de Juego Responsable.

Dear Casino Midas,

Thank you for your response. The supplied evidence appears to show correspondence dated 26 June 2025 in which the player referred to a gambling problem and your responsible-gambling department stated that the account had been closed immediately due to the identified risk. This conflicts with your statement that the first relevant disclosure occurred on 21 July 2026.

Please provide to my email, munya.s@casino.guru:

• Your mailbox, CRM, and responsible-gambling records concerning the player’s account and the correspondence dated 26 June 2025.
• The account-status history showing every closure and reopening date, who initiated each reopening, and the basis on which it was authorized.
• The deposit, withdrawal, and gameplay ledger covering any activity after the 2025 closure.

Please also confirm whether the account is currently subject to permanent self-exclusion.

Your continued cooperation is greatly appreciated.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bmabma,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya