Casino Midas - Der Antrag des Spielers auf Schließung seines Kontos wurde ignoriert.

Permanent account closure request for gambling addiction ignored

To whom it may concern,

I have submitted a formal request for the permanent and irreversible closure of my user account due to a gambling addiction problem. Casino Midas has ignored this request, exposing me to emotional and financial harm.

Solicitud de cierre permanente de cuenta por ludopatía ignorada

A quien corresponda,

He enviado una solicitud formal para el cierre permanente e irreversible de mi cuenta de usuario debido a un problema de adicción al juego (ludopatía). Casino midas han ignorado dicha petición, exponiéndome a un daño emocional y financiero.

Dear annyta818,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casino Midas. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you contact the casino to close your account due to gambling addiction?  
• Have you specified that you want to close it because of the ludomania? Has the casino replied to you?  
• Do I understand correctly that your account is still open?  
• Would you be so kind as to forward me the account closure requests that you sent to the casino, together with all relevant communication between you and casino support? My email address is natalia.b@casino.guru. 

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I am writing to you to file a formal complaint for the failure to comply with my request for permanent account closure, which I made on Friday, May 23, 2025, at 3:42 PM, due to my gambling problem.

According to the general terms and conditions of many operators, and the principle of protecting vulnerable players, account closure due to gambling addiction must be swift and strictly adhered to. In my case, more than 72 hours have passed since my request, and my account remains active, allowing me to continue gambling and, unfortunately, losing approximately €2,000 during that period.

I consider this situation to constitute gross negligence on the part of the casino, which failed to act diligently in response to a request motivated by a health issue. Furthermore, I can prove with bank evidence that the casino collected those funds while my account should have already been closed.

Therefore, I demand a full refund of the funds lost since the time of my account closure request (May 23, 3:42 PM), given that those losses were incurred as a direct result of the casino's non-compliance.

I am willing to cooperate with all the necessary documentation to support my claim and I look forward to a favorable resolution as soon as possible.

Sincerely,

annyta818

Me dirijo a ustedes para presentar una reclamación formal por el incumplimiento de mi solicitud de cierre definitivo de cuenta realizada el viernes 23 de mayo de 2025 a las 15:42, debido a mi problema con la ludopatía.

Según las condiciones generales de muchos operadores, y el principio de protección al jugador vulnerable, el cierre de cuenta por adicción al juego debe ser rápido y respetado de forma estricta. En mi caso, han pasado más de 72 horas desde mi solicitud y mi cuenta continúa activa, lo que permitió que siguiera jugando y, lamentablemente, perdiera aproximadamente 2.000 euros durante ese período.

Considero que esta situación constituye una negligencia grave por parte del casino, al no actuar de forma diligente frente a una petición motivada por un problema de salud. Además, puedo demostrar con pruebas bancarias que esos fondos fueron cobrados por el casino mientras mi cuenta ya debía estar cerrada.

Por lo tanto, exijo el reembolso total de los fondos perdidos desde el momento de mi solicitud de cierre de cuenta (23 de mayo, 15:42), dado que esas pérdidas se produjeron como consecuencia directa del incumplimiento por parte del casino.

Estoy dispuesta a colaborar con toda la documentación necesaria para respaldar mi reclamación y espero una resolución favorable a la mayor brevedad posible.

Atentamente,

annyta818

Dear annyta818, thank you for your emails. I have checked the screenshots of your emails to the casino, and my apologies if I overlooked something, but I haven't seen any self-exclusion requests due to gambling addiction or ludomania. Have you sent any requests in which you explicitly stated gambling addiction as the reason why you wanted to close your account?

For example, you requested to close your account on 30th April due to financial problems, but the next day you asked to ignore the request because the reason for it was that you were upset about not getting bonuses.

Could you please also specify a timeframe when the losses of €2,000 occurred after your request to close the account on 23rd May?

Is your account still open? I'd recommend that you apply for a self-exclusion via email support@casinomidas.com using the following instructions:

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Dear Natalia,

Thank you for your response, but I must emphasize that the situation is not being handled with the seriousness it requires, and I believe the casino has acted negligently and contrary to its obligation to protect players.

On Friday, May 24th, at 3:42 PM, I sent an email requesting the permanent closure of my account. Although I didn't explicitly use the word "gambling problem," I did mention "personal issues," and it's clear that when a person requests to close their casino account, the reason is usually a serious gambling-related problem.

As of today, Tuesday, May 27, my account is still active, which violates the 72-hour legal deadline for closure. I don't need to prove anything further: the fact that the account is open is sufficient proof that the casino has not acted as it should.

From Friday afternoon to Monday morning, I lost 2,000 euros, losses I consider the casino's sole responsibility for not closing my account as I requested in a timely manner.

In addition, I would like to add the following:

I also requested a history of all my income since I've had an account with you and haven't received any response.

Just today I received another email with promotions and bonuses, despite having expressly requested not to receive further communications of this type.

In the chat, when I asked for an explanation, I was told that because I'd been active in the last 48 hours, my email had been ignored. That's unacceptable. If I go in to check if my account is still active, that doesn't justify ignoring a formal request for closure.

Since the beginning of the year, I've sent at least three emails requesting the permanent closure of my account. At various times, I've also requested it be reopened, yes, but that's not an excuse; rather, it's clear proof that I have a gambling problem.

For all these reasons, I request not only reimbursement of the losses since Friday, May 24th, but also a full refund of all deposits made since the beginning of the year, amounting to €15,000. I can prove this with the emails I sent and bank receipts, if necessary.

When a person repeatedly contacts the casino to request their account be closed, even if they later reopen it, this should be enough of a red flag to trigger an effective self-exclusion, preventing them from continuing to play as if nothing had happened.

The casino's attitude has been clearly permissive and has ignored obvious signs of a gambling problem. Therefore, I request a full refund of my losses and the immediate and permanent closure of my account. I no longer wish to receive messages, promotions, or access to any casino features.

Estimada Natalia,

Gracias por tu respuesta, pero debo insistir en que la situación no se está manejando con la seriedad que requiere, y considero que el casino ha actuado de forma negligente y contraria a su obligación de proteger al jugador.

El viernes 24 de mayo a las 15:42 envié un correo solicitando el cierre definitivo de mi cuenta. Aunque no utilicé explícitamente la palabra "ludopatía", mencioné "problemas personales", y está claro que cuando una persona solicita cerrar su cuenta de un casino, el motivo suele ser un problema grave relacionado con el juego.

A día de hoy, martes 27 de mayo, mi cuenta sigue activa, lo cual incumple el plazo legal de 72 horas para proceder al cierre. No necesito demostrar nada más: el hecho de que la cuenta esté abierta ya es prueba suficiente de que el casino no ha actuado como debía.

Desde el viernes por la tarde hasta el lunes por la mañana he perdido 2.000 euros, pérdidas que considero directamente responsabilidad del casino por no haber cerrado mi cuenta como solicité en tiempo y forma.

Además, quiero añadir lo siguiente:

También solicité el historial de todos mis ingresos desde que tengo cuenta con ustedes y no recibí ninguna respuesta.

Hoy mismo he recibido otro correo con promociones y bonos, pese a haber solicitado expresamente no recibir más comunicaciones de este tipo.

En el chat, al pedir explicaciones, me dijeron que por tener actividad en las últimas 48 horas no se hizo caso a micorreo. Eso es inadmisible. Si entro a verificar si mi cuenta sigue activa, eso no justifica ignorar una solicitud formal de cierre.

Desde principios de año, he enviado al menos tres correos solicitando el cierre definitivo de mi cuenta. En varios momentos también he pedido la reapertura, sí, pero eso no es una excusa, sino más bien una prueba clara de que tengo un problema con el juego.

Por todo esto, solicito no solo el reembolso de las pérdidas desde el viernes 24 de mayo, sino también el reembolso total de todos los ingresos realizados desde principios de año, que ascienden a 15.000 euros. Puedo demostrarlo con los correos enviados y con justificantes bancarios si es necesario.

Cuando una persona entra repetidamente en contacto con el casino para pedir el cierre de su cuenta, incluso aunque después la reabra, eso debería ser suficiente señal de alarma para activar una autoexclusión efectiva, y no permitir que continúe jugando como si nada.

La actitud del casino ha sido claramente permisiva y ha ignorado señales evidentes de un problema de juego Por lo tanto, solicito el reembolso completo de las pérdidas y el cierre inmediato y definitivo de mi cuenta. No quiero volver a recibir mensajes, promociones, ni acceso a ninguna función del casino.

Dear Natalia,

I want to clarify an important point regarding your claim that I wasn't explicit in my self-exclusion request last time, and that's why my account remains open. In your view, because I didn't use the word "gambling addiction" literally, the request was invalid.

However, this is not consistent with how they have acted in the past.

On other occasions this year (in February, March, and April), I sent emails requesting the permanent closure of my account, the deletion of my profile, and the suspension of bonuses and promotions. I didn't use the word "gambling addiction" at the time, and the casino still closed the account without any problem.

Why was this time different? Why was the request ignored even though it was as clear as, or even clearer than, previous ones?

On Friday, May 24th, at 3:42 PM, I again requested the permanent closure of my account, and as of today, Tuesday, May 27th, it remains active. There is no valid justification for this, especially considering that more than 72 hours have passed, more than enough time to comply with the closure.

For all the above reasons, I reiterate that the casino has acted negligently.

The inconsistency in the handling of my requests is evident and only reinforces my perception that the casino has prioritized financial gain over its duty to protect players.

Estimada Natalia,

Quiero aclarar un punto importante en relación con su afirmación de que no fui explícita en mi solicitud de autoexclusión esta última vez, y que por eso mi cuenta sigue abierta. Según su criterio, por no usar la palabra "ludopatía" de forma literal, la solicitud no fue válida.

Sin embargo, esto no es coherente con cómo han actuado en el pasado.

En otras ocasiones, este mismo año (en febrero, marzo y abril), envié correos pidiendo el cierre definitivo de mi cuenta, la eliminación de mi perfil, y que me dejaran de enviar bonificaciones y promociones. No utilicé entonces la palabra "ludopatía" y, aun así, el casino procedió al cierre de la cuenta sin problema.

¿Por qué esta vez ha sido diferente? ¿Por qué se ignoró la solicitud a pesar de que fue igual o más clara que las anteriores?

El viernes 24 de mayo a las 15:42 volví a pedir el cierre definitivo de mi cuenta, y hasta hoy, martes 27 de mayo, sigue activa. No hay ninguna justificación válida para esto, y mucho menos si consideramos que han pasado más de 72 horas, tiempo más que suficiente para cumplir con el cierre.

Por todo lo anterior, reitero que el casino ha actuado con negligencia

La inconsistencia en el trato de mis solicitudes es evidente y no hace más que reforzar mi percepción de que el casino ha priorizado el beneficio económico por encima del deber de proteger al jugador.

Dear annyta818, can you please update me if the casino reacted to your request now?

Could you please forward me your email with the self-exclusion request and the response from the casino if there are any. You can send it to me at natalia.b@casino.guru. Thank you!

Dear annyta818, can you please confirm that your account is now successfully closed?

Based on the emails you shared, you have requested a self-exclusion due to ludomania in your email on 27th May at 21:21. Do I understand correctly that the casino responded on 29th May at 13:13 and informed you about the closure of your account upon your request?

On Friday, May 24th at 3:42 PM, I sent an email requesting the permanent closure of my account. Although I didn't explicitly use the word "gambling addiction," I did mention "personal problems," and it's clear that when a person requests to close their casino account, the reason is usually a serious gambling-related problem. I sent two more emails, and the third email they proceeded to close my account on May 29th at 1:13 PM after 5 days. I also requested my deposit history, since I have to copy it daily from the website. I've been a user at this casino for years. I haven't received anything after closing my account. They replied that I should do it myself through the account. As you can imagine, I'm not going to open a closed account to look at the history.

El viernes 24 de mayo a las 15:42 envié un correo solicitando el cierre definitivo de mi cuenta. Aunque no utilicé explícitamente la palabra "ludopatía", mencioné "problemas personales", y está claro que cuando una persona solicita cerrar su cuenta de un casino, el motivo suele ser un problema grave relacionado con el juego.Volvi a enviar dos mail y al tercer mail procedieron a cerrar mi cuenta el día 29 de mayo a las 13:13 de la medio día después de 5 días , también solicité el historial de mis ingresos ya que en la página debo de ir copiándolo día a día y llevo años como usuario en este casino no recibí nada después de cerrar mi cuenta contestaron que lo debo hacer yo a través d els cuenta , como tú comprenderás una cuenta cerrada no voy a abrirla para mirar el historial

Dear annyta818, I have checked the screenshots of your emails again. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Unfortunately, we cannot consider your previous emails as valid self-exclusion requests due to gambling addiction, as the issue of gambling problems was not specifically mentioned. A personal problem is not the same as a gambling addiction, and without this piece of evidence, we cannot confront the casino and ask for deposit refunds.

As I understand correctly, your latest account closure request, which explicitly mentioned your gambling problems, was sent on 27 May 2025, and the casino closed your account on 29 May 2025. The casino applied self-exclusion promptly following your correct request. As your account has already been closed, I can only recommend that you request self-exclusion properly in the future if you feel like gambling has become challenging for you, following the guidelines I have shared earlier.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.