Declined my payment due to gambling problems I've never admitted

I had an account with Casino Midas and was at VIP status and at one stage I had a large balance due to a win. Being a VIP I had a weekly cash out limit of $6,000. But after some weeks, I was only able to cash out $2000. When I contacted the casino, I was told that the system had defaulted my cash out limits to the standard as I had not made any deposits and not played enough. I had been playing the way I usually would. They told me it was a system algorithm, but they would see what they could do to help. After many weeks, they came back to me with a solution of, if I managed to play and earn 100,000 comp points a day - 700,000 in a week I would be able to withdraw more. With far too many hours playing and reducing my winnings substantially, I managed to do it once and was only able to withdraw $4,000. I contacted my VIP host again and explained how I thought it was a very unreasonable limit and that given I had managed to get to VIP status it was wrong to have this kind of limit. After more weeks went by, I received a response that they could offer that if I reached 500,000 comp points in a week, I would be able to withdraw a higher limit. I managed to do this, but at the same time used all of my winning and had a zero balance. I did have a comp points balance (which I was told not to cash in - so that they could see that I was reaching my comp points target) the comp points were the equivalent of $3,500 Australian dollars. I received an email a few hours later saying that my account had been closed and would not be reopened. They gave no reason.
I replied to the email asking when my comp points would be transferred to my bank and have heard nothing. I have also sent 2 emails to my VIP account manager asking what the reason for cancellation is and when I can expect to receive my comp points conversion into cash deposited into my account and still have heard nothing.
Can I please get some assistance with this.

Thank you in advance
Kristi .

Dear askgamblers

My name is Jenny and obvious I am a new member whom just joining. I wanting to make complaints of not receiving my cashout on time! I received an email saying the cashout was completed from processing on 26th of Sep, 2019. Now is 12 th of October and I still not be able to receive even a cents in my bank account down in Australia by using the bank wiring transfer method. And I'm using one of the 4 giants bank which is Westpac bank in Australia. I'm quite sure all of my account No. And BSB are correct. Why it takes an awful time to withdraw my fund? Also since the time of joining. I have lost over 20,000 AUD to exchange to become a Platinum Player? Currently I feeling totally devastating. And I want my $3888.84 AUD back....

My account says I’m not allowed to log in. None of the agents can tell me why and non of my mails get answered. I just spoke to Marco and he just says he will have to speak to finance dept. this has been going on since May. Every time I speak to someone online they just say they don’t know why and it will be inverstigated. No one ever comes back to me. I’ve been a client for over 2 years and it’s the first time it’s ever happened.

I have deposited with Casino midas on Monday 26 September via Easy Eft and redeemed a 200% bonus coupon. Upon completing the playthrough, I had a withdrawal amount. I was thrilled so I decide to do a withdrawal. When I went to the withdrawal page, I was ask to contact customer service which I did on the live chat. I was helped by Richard and advice him that I wanted to do a withdrawal. He said to me that in order to do a withdrawal I will need to email them some documents and asked for my valid identification card, recent proof of address and photocopy of credit card. I advice him that I do not have a credit card and so he said identity card, bill and statement. I emailed the documents on Tuesday and I received a reply stating that they got my documents and also gave me a Ticket Number. On Tuesday evening, I received a email from Melodie congratulating me for my winning and confirmed having received my documents but request my credit card. I replied to her stating that I did deposit via eft and not credit card. On Wednesday morning I received a email from Richard whom I initially spoke to stating that they required my credit card as it was used for one of my previous deposits. I then got onto the chat and chatted to him explaining it was not a credit card but instead a cheque card and that card is now cancelled and has been replaced by the bank. He insisted it was still required and so after our chat I had emailed him the copy of my cheque card. I referred to our conversation in the email and as per our conversation he also requested my bank statement which I had attached and sent. I then got a reply that they will get back to me as soon as possible. At around midday of Wednesday, I sent another email asking for a progress on my payment & if it had already been done. When I didn't get a response, I then went onto the chat on Wednesday and chatted to Eduardo who then asked if he could call me which he did. He confirmed that he was going to chat to the relevant department and ask them to expediate my claim. On Thursday morning I sent a email back following up on my payment. I got a reply confirming that they received my email. I then went onto the chat and chatted to Eduardo again and he now tells me it will take 4-6 days but the emails all state 1 business day. On Thursday at approximately 7pm I now receive a email stating that there were missing documents and that they now required my proof of address. I replied immediately to state that it was already sent on the 27 September. At around 10pm I get another email stating that my proof of address is still required. On Friday morning I then send a email with my proof of address again for the 3rd time also explaining how many times I had sent it and that I was expecting to have received my funds by now not to be still sending documents. When I did not get any feedback, I then contacted the live chat and chatted to Eduardo who now advices me that I had R20000.00 and now no longer have that winning. I was shocked and asked questioned. He then asked if he could call me and I agreed. After a while I get a call from Melodie who had initially congratulated me on my winning. She was extremely rude and not polite. her opening statement was "This call is going to be very brief"......no good day or how are you....nothing at all. I replied okay. She then go on to say " you had R20000 and you then played that amount". I said no I didn't. She then say " listen I don't know what your situation is like at home or if you have kids that played with your phone but that R20000 had already been played and your balance is R1.19. I tried to explain but as I was talking she say sorry if you shout I am going to end this call and as I tried to say I am not shouting but try to explain, she then just say "have a good day" and the call then ends. So my problem is that she didn't know how to be polite initially but knew how to say have a good day when ending the chat. She didn't even listen to anything I was saying. She was too quick to defend the situation and throw the blame on my kids. This is not acceptable. My kids are have their own phone and we don't touch each others phones. So the way I look at this and my experience of all the delays and continuous request of the same documents over and over again leads me to believe that this was bound to happen.....that my winning will disappear and the several requests were all delaying tactics. From other reviews this is not surprising about this casino. All I am saying is that I want my winning of R20000.00.

Due to personal issues I was not able to play for a while. Yesterday I logged in and saw my balance was 3 dollars although I remembered I had substantial money there. So I checked the cashier and found the following Manager Withdrawal Approved! -C$2,045.00 I talked to support and they said they would sort it out. Then I got the following email: I had been informed about your complain regarding your removed balance. As my colleague told you, and according to the terms and conditions, and I quote : "MIDAS operates a Dormant Account policy. Following a period of inactivity (“inactivity” being defined as no wagers being placed) of six months, your account will be considered dormant and funds remaining in your account may be removed." Your last activity on the casino was on the 14/01/2016 so more than 180 days until now. Yes, indeed I last played on January 14th. As anybody can calculate, 180 days after that day will occur on July 12th, 2016. Which I told them but got no further response. I ask to please return money to my account

I joined the casino about 2 weeks ago and now I want to cash out after winning and they requested me to verify myself. I then suited all the documents. I got no reply or response from them so I called them and the operator could hardly understand what I was saying. She then mailed me and I replied to her w-mail once again with the documents. That was 2 days ago I again phoned them today and still they haven't received the documents all she said is mail them again how can they not receive the documents if I keep mailing them to their address????????

This casino was clearly made aware of my Gambling addiction and was to close all accounts and block the CC. The casino failed to close both accounts that they allowed me to play on. One in my name and one in my husbands, They have continually let me deposit and receive bonuses on both accounts, they have spoken to me thru chat while playing on both accounts always allowing me to play on both accounts. Because the account was not closed and CC not verified or deposit hold or block put on it my addiction had me gamble. They also are not following IGC guidelines in respect to Set maximum wager or loss limits Require the use of software identifying potential problem gambling by gambling patterns Provide logs of play so that players know the time spent gambling and the cost Provide information to players either by link or through a gateway regarding problem gambling and problem gambling programs Require the use of a national or international database identifying and prohibiting excluded players While it took me a long time to admit to my problem and seek help I clearly showed the signs of an addiction long before my admission and was only encouraged again and again with calls, texts and emails to play. This is unethical, as a land casino never would have allowed the way I gambled to happen. Making smaller and progressively bigger deposits over such short periods at such odd hours, clearly show someone compulsive with an addiction and the amount I have lost to the casino is a clear sign as well. I have asked the casino numerous times for the records to provide as my evidence but they have continuously refused to give it to me. Once they provide me all chat history i can prove that they allowed me to play on both accounts with out any issues. Also Deposit histories would show fully that they did not follow IGC guidlines in watching for problem gamblers and are just fueling it. I am also still receiving emails although my account is closed. know that Casino Midas takes responsible Gaming very seriously as per my research. I have lost a great deal of money to your casino, The credit back of deposits totaling $6900 and complete closure and blockage of payments and IP/email address’s is the right thing to do and will close this matter.

Hello AskGamblers, 2 months ago I played at casino midas and won 7000 euro,they requested documents and i verify everything they ask me too. first payout of 2000 they pay me to my neteller,suddenly after I request the 2nd payout I was trying to log in to my account and he was locked with out any explanation,this kind of behaviour is bad and I recommended players not to play there rude behaviour.please help me to get my fair winnings. Jose

I used to play at casino midas and had a balance of 1890. After awhile I couldn't log in because it said my country was not serviced anymore. So I requested the withdrawal from the chat. Now they say my account is dormany cause I have not played in awhile. Well, it is only dormant cause I was unable to log on to my account cause of their geo restriction.

I don't think it is fair for them to wipe 1890 of my winnings when the reason for domancy is cause they locked mine after chaning policies on my country.