Casino Midas - A conta do jogador foi encerrada e os saques foram atrasados.

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.

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,

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