Midarion Casino - Игрок не может вывести выигрыш из-за закрытия счета.

Dear Casino Guru Team.

I have already opened a complaint with you about a sister casino of Midasluck. It is the ViperWin Casino, which also does not want to pay out.

I have successfully uploaded my verification. That was almost two months ago now.

I deposited €1000 for the welcome bonus at Midasluck on 01/07/25. I played with the bonus and as far as I can remember, I played with coins. Unfortunately, I can no longer log into my account to look it up. The winnings after wagering the bonus money amounted to €8032.

From my point of view, I clearly did not violate any of the casino's rules and played and won fairly and honestly.

There were similar, or even exactly the same problems as with Midasluck and my account is no longer accessible to me.

The sister casinos also include Funbet, ViperWin and Wingaga.

All four casinos have blocked my account and I am currently in the dark as to what is going on and how I can still get my winnings.

I really hope that you at Casino Guru can help me with the problems of the four casinos.

Sehr geehrtes Casino Guru Team.

Ich habe bereits eine Beschwerde zu einem Schwestercasino von Midasluck bei Euch eröffnet. Es handelt sich um das ViperWin Casino, dass ebenfalls nicht auszahlen möchte.

Meine Verifizierung habe ich erfolgreich hochgeladen. Das ist nun schon bald zwei Monate her.

Ich habe am 7.01.25 bei Midasluck 1000€ für den Willkommensbonus eingezahlt. Ich habe mit dem Bonus gespielt und soweit ich mich noch daran erinnern kann, habe ich Coins gespielt. Leider kann ich mich nicht mehr auf meinen Account einloggen, um das nachzuschlagen. Der Gewinn belief sich nach Umsatz des Bonusgeldes auf 8032€.

Ich habe von meiner Seite aus auch ganz klar keine Regeln des Casinos verletzt und fair und ehrlich gespielt und gewonnen.

Es gab ähnliche, oder sogar genau dieselben Probleme wie bei Midasluck und mein Account ist nicht mehr zugänglich für mich.

Zu den Schwestercasinos gehören auch Funbet, ViperWin und Wingaga.

Bei allen vier Casinos haben sie meinen Account gesperrt und ich tappe zurzeit im Dunkeln, was los ist und wie ich noch zu meinem Gewinn komme.

Ich hoffe sehr, dass Sie mir bei Casino Guru, mit den Problemen der vier Casinos weiterhelfen können.

Dear Ninosch,

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.

Did you use a first deposit bonus to accumulate your winnings?

Did you go through the verification process specifically at Midas Luck Casino?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hello, thank you for accepting my complaint.

Yes, exactly, it was a welcome bonus. 100% up to €1000 and I deposited €1000 for it, then won with the bonus credit, wagered it and requested a withdrawal and at the end I tried to verify myself.

The verification ran parallel with the other sister casinos.

I think it even said there that I was verified. Unfortunately, I can't check it anymore because I can no longer log into my account.

I think there were problems because I was extremely lucky and won in three other casinos in a very short space of time. These are all sister casinos and ViperWin has had a complaint about me for some time now.

For example, with ViperWin, the casino asked for documents but didn't specify which ones they wanted. There was just a button saying I should upload documents.

I think the problem is the same for all four casinos, because I can no longer log in to any of the sister group casinos.

There was never any communication via email. They requested the documents via the casino site on my account and I uploaded them.

After that, I couldn't upload anything anymore and in the end I was banned by the casino without any reason.

That is why I am contacting you now.

I think it might be important to include ViperWin's complaint as it is certainly the same problem at the casinos.

Otherwise we won’t get any further in this case 🙁

Kind regards

Hallo, danke dass Sie meine Beschwerde angenommen haben.

Ja genau, es handelte sich um einen Willkommensbonus. 100% bis zu 1000€ und ich habe dafür 1000€ eingezahlt, dann mit dem Bonusguthaben gewonnen, umgesetzt und eine Auszahlung beantragt und am Ende habe ich mich versucht zu verifizieren.

Die Verifizierung lief parallel mit den anderen Schwestercasinos.

Ich glaube sogar es stand dort, dass ich verifiziert bin. Leider kann ich es nicht mehr nachschauen, weil ich mich nicht mehr auf mein Konto einloggen kann.

Ich glaube es gab Probleme, weil ich in sehr kurzer Zeit mit mega viel Glück in drei weiteren Casinos ebenfalls gewonnen habe. Das alles sind Schwestercasinos und von ViperWin läuft aktuell schon länger eine Beschwerde über mich.

Bei ViperWin war es zum Beispiel so, dass das Casino Dokumente forderte, aber nicht angegeben wurde, welche sie wollten. Es war nur der Button zu sehen, dass ich Dokumente hochladen soll.

Ich glaube die Problematik ist bei allen vier Casinos dieselbe, denn bei allen Casinos der Schwestergruppen kann ich mich nun nicht mehr einloggen.

Eine Kommunikation gab es nie per Email. Sie forderten die Dokumente über die Casino Seite auf meinem Account und ich habe diese hochgeladen.

Danach konnte ich nichts mehr hochladen und am Ende wurde ich ohne Begründung des Casinos gesperrt.

Deswegen melde ich mich nun bei Ihnen.

Ich glaube es könnte wichtig sein, die Beschwerde von ViperWin mit zuzuziehen, da es sich ganz sicher um das Selbe Problem bei den Casinos handelt.

Ansonsten kommen wir in diesem Fall nicht weiter 🙁

Freundliche Grüße

Dear Ninosch, have you reached out to the casino to inquire if they need any further documents for verification and which documents exactly they need?

Also, have you received any explanation from them regarding your account access issues?

No, I don't. I don't know how to contact you now, since I can no longer log into my account. 🙁

I didn't receive an explanation either..

Nein, habe ich nicht. Wüsste auch nicht wie ich mit Ihnen nun Kontakt aufnehmen kann, da ich mich nicht mehr in meinem Account einloggen kann. 🙁

Eine Erklärung habe ich auch keine erhalten..

Dear Ninosch, there are two options to contact the casino even without an account: https://midasluck.com/en/help-centre

Hello, I contacted Midasluck via live chat because they keep rejecting the PDF document that MiFinity sent me. It lists the exact information the casino requires in the verification tab, but it keeps getting rejected.

Here you can see the chat history I just had with the casino and a screenshot of my verification tab in the casino.

I can also send you the PDF document via email so that you can see that everything is correct with the file.

Hallo, ich habe mit Midasluck im Live-Chat Kontakt aufgenommen, da es mein PDF Dokument immer wieder ablehnt, welches mir MiFinity zugeschickt hat. Dort stehen genaue Daten drauf, welche das Casino in dem Verifizierungsreiter verlangt, aber sie werden immer wieder abgehlehnt.

Hier sehen Sie den Chatverlauf, den ich soeben mit dem Casino hatte und einen Screenshot von meinem Verifizierungsreiter im Casino.

Ich kann Ihnen gerne auch das PDF Dokument per Email zukommen lassen, damit auch Sie sehen können, dass mit der Datei alles stimmt.

Dear Ninosch, could you please forward me the chat history? The quality of what I received is poor, and it’s difficult to read. My email address is [email protected].

Are you able to access your MidasLuck Casino account or not? As you provided a screenshot of your account logged in from a week ago.

I have sent you the screenshot again via email.

Yes, I can currently register at Midasluck. Unfortunately, I haven't received any feedback from the casino yet.😔

Ich habe Ihnen den Screenshot nochmal per Email zugesendet.

Ja, ich kann mich aktuell bei Midasluck anmelden. Bisher gab es leider immer noch keine Rückmeldung vom Casino.😔

Dear Ninosch, please forward the chat transcript email to [email protected]. The screenshot is unreadable.

Have you now received my chat log by email?

Kind regards

Haben Sie mein Chatprotokoll nun per Mail erhalten?

Freundliche Grüße

Dear Ninosch, could you please provide me with the document itself?

How did you obtain it? Is there a way for you to download it directly from your account in PDF format?

So the first email didn’t reach you?

I have sent you another email and hope you will receive it this time.

Dann ist die erste Email nicht bei Ihnen angekommen?

Ich habe Ihnen erneut eine Email zukommen lassen und hoffe diesmal werden sie diese erhalten.

Dear Ninosch, how did you obtain it? Is there a way for you to download it directly from your account in PDF format?

I just sent it to you via email in PDF format.

Ich habe es Ihnen doch eben per Email in PDF Format zukommen lassen.

Dear Ninosch, I would like to know how you obtained it. Did Mifinity send it to you, or did you download it from your account? If you haven't downloaded it, is there an option for you to do so directly from your Mifinity account in PDF format?

I thought it was about the chat history I had with the casino? I'm confused right now. Can you please explain to me again exactly what you want?

When it comes to MiFinity's transaction history, there's no way to download it directly from my account. You have to write to MiFinity and request it. They'll then send you the transaction history via email.

Ich dachte es geht um den Chatverlauf, den ich mit dem Casino hatte? Ich bin gerade verwirrt. Können Sie mir bitte nochmal genau erklären, was sie nun genau haben möchten?

Wenn es um den Transaktionsverlauf von MiFinity geht, es gibt keine Möglichkeit dies selbst auf meinem Konto herunterzuladen. Man schreibt MiFinity an und fordert diesen. Dann schicken Sie dir den Transaktionsverlauf per E-mail zu.

Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) 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.

Dear Ninosch,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your documents has kept being rejected.

I will now contact MidasLuck Casino outside this complaint thread and let you know any new information once I receive it.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett

We’ve reopened this complaint at the request of MidasLuck Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear MidasLuck Casino, can you please give us some update?

Dear Ninosch,

We have checked the provided details with our relevant department and as per their suggestion, we would like to ask you for explanation of the transactions before depositing on the website on 06.01.2025 amount of 2000EUR and 07.01.2025 amount of 500EUR?

Once the requested information is provided, we will proceed with your request.

Thank you for your understanding!

Best regards,

Midasluck.com

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru

We’ve reopened this complaint at the request of Ninosch. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear MidasLuck Casino, could you please let us know if you have had the chance to consult the matter with the appropriate department?

Thank you very much

Sorry Midasluck, but your description is not clear enough.

I really can't decipher what exactly you want from me. Your sentence, which was probably also automatically translated, states that you need an explanation of the transactions before you deposit EUR 2,000 on January 6, 2025, and EUR 500 on January 7, 2025, on the website.

So, a very strange sentence came out of it, in which it says that you wrote that you would have €2,000 paid out on January 6, 2025, and €500 on January 7, 2025, to your own website.

You certainly don't want to deposit anything on your website.

Is this a transaction from my MiFinity account that I used to deposit into your casino?

Because I didn't deposit €2,000 or €500 into your casino. It was just €1,000, which I used to claim the first welcome bonus.

If you mean the transactions from January 6, 2025, and January 7, 2025, on my MiFinity account, I would also like to know why you need information about transactions that you have nothing to do with.

I now very much hope that we can gain more understanding on this matter on both sides.

Kind regards

Tut mir leid Midasluck, aber Ihre Beschreibung ist nicht verständlich genug ausgedrückt.

Ich kann wirklich nicht entziffern, was Sie genau von mir wollen. In Ihrem Satz, der vermutlich auch automatisch übersetzt wurde, steht das Sie eine Erläuterung der Transaktionen benötigen, bevor Sie am 06.01.2025 einen Betrag von 2000 EUR und am 07.01.2025 einen Betrag von 500 EUR auf der Website einzahlen.

Also ein ganz komischer Satz kam dabei raus, indem steht, dass Sie geschrieben haben, dass Sie 2000€ am 6.01.25 und 500€ am 07.01.2025 auf Ihre eigene Website auszahlen lassen.

Auf Ihrer Website wollen Sie bestimmt nichts einzahlen.

Geht es um eine Transaktion meines MiFinity Kontos, mit dem ich auf Ihr Casino eingezahlt habe?

Denn ich habe weder 2000€ noch 500€ in Ihr Casino eingezahlt. Es waren lediglich nur 1000€ und damit habe ich für den ersten Willkommensbonus eingezahlt.

Wenn Sie die Transaktionen vom 06.01.25 und vom 07.01.25 auf meinem MiFinity Konto meinen, würde ich aber auch gerne wissen, warum Sie Informationen von Transaktionen benötigen, mit welchen Sie nichts zu tun haben.

Ich hoffe nun sehr, dass wir auf beiden Seiten mehr Verständnis für diese Angelegenheit auffassen können.

Freundliche Grüße

Dear Ninosch,

I can see why you were confused :-)

What I think casino is asking you to explaint the origin of the received money to your mifinity account - EUR 2,000 on January 6, 2025, and EUR 500 on January 7, 2025. It is common ask, so that the casino can resolve any doubts about money laundering.

Okay, thanks for the clarification. I'll take a closer look tomorrow and get back to you right away.

Thanks for your help.

Ok, danke für die Klarstellung. Ich schaue mir das morgen in aller Ruhe an und melde mich gleich hinterher wieder bei Ihnen.

Danke für Ihre Hilfe.

So, I'm sorry it took so long. I had to submit a request to MiFinity support first. They provided me with a January bank statement showing the payments.

I can inform you that the €2,000 transaction on January 6, 2025, and the €500 transaction on January 7, 2025, were both transactions to my own e-wallet. A MiFinity account can have multiple wallet tabs. In my case, these are divided into Private and Public.

I just transferred some money to my private wallet.

So, tut mir leid, dass es so lange gedauert hatte. Ich musste erst eine Anfrage an einen MiFinity Support stellen. Dieser hat mir einen Kontoauszug vom Januar bereitgestellt in welchem ich die Zahlungen einsehen konnte.

Ich kann Ihnen mitteilen, dass die Transaktionen vom 06.01.2025 von 2000€ und die Transaktion in Höhe von 500€ am 07.01.2025, beides Transaktionen zu meinem eigenen E-Wallet waren. Auf einem MiFinity Konto, kann man mehrere Reiter für Wallets haben. Diese sind bei mir unterteilt, zwischen Privat und Öffentlich.

Ich habe lediglich etwas Geld auf mein Privatwallet überwiesen.

Dear Ninosch,

Thank you very much for explaining.

Can you please send some "proof" of it to the casino? Thank you so much

MidasLuck Casino

can this be sufficient enough?

Dear Ninosch,

We kindly request to provide us an explanation regarding the 2 transactions on Jeton statement before depositing to the casino, 1 on 06.01.25 for 2000EUR and 1 on 07.01.25 for 500 EUR.

As soon as you provide us the required documents we will be able to complete your account verification.

Thank you in advance.

Kind Regards,

MidasLuck Team

I checked the history of my other wallet and there were no deposits of that amount in January.

I must therefore revise my statement and state that the payment of €2,000 on January 6, 2025, and the payment of €500 on January 7, 2025, can only be payouts from a casino.

I was confused by the payment note saying "Account to Account Transfer." I misunderstood that. But one of the notes also included the name "NINOSCH." That's a nickname I use in casinos, so it can only be casino withdrawals.

Ich habe den Verlauf von meinem anderen Wallet überprüft und es gab keine Einzahlungen im Januar in der Höhe.

Ich muss also meine Aussage revidieren und feststellen dass die Zahlung am 06.01.2025 von 2000€ und die Zahlung am 7.01.2025 von 500€ nur Auszahlungen von einem Casino sein können.

Es hatte mich verwirrt, dass bei der Notiz der Zahlung "Account to Account Transfer" stand. Ich habe das falsch verstanden. Aber bei einer Notiz der stand zusätzlich noch der Name "NINOSCH". Das wäre ein Nickname den ich in Casinos verwende und deswegen können es nur Casino Auszahlungen sein.

I just found out that the €500 withdrawal was made on January 7, 2025, by ALLSPINS Casino. My name there is Ninosch.

I won €4,335 at the casino on December 30, 2024, and repeatedly withdrew €500.

However, I have been banned from this casino and can no longer log in to show you the transaction hysteria on my casino account for comparison.

Can you please send me an email where I can send you the screenshot as proof of the casino's account suspension?

Uploading the images isn't working here right now.

I'm still looking for answers about the transaction from January 7, 2025, and will get back to you as soon as I know more.

Ich habe soeben herausgefunden, dass die Auszahlung in Höhe von 500€ am 07.01.2025 vom ALLSPINS Casino getätigt wurde. Dort heiße ich Ninosch.

Ich habe in dem Casino am 30.12.2024 4335€ gewonnen und immer wieder 500€ auszahlen lassen.

Allerdings bin ich in diesem Casino gesperrt worden und kann mich nicht mehr einloggen, um Ihnen die Transaktionshysterie zum Vergleich auch auf meinem Casino Konto zu zeigen.

Können Sie mir bitte eine Email senden, wohin ich Ihnen den Screenshot als Beweise der Kontosperrung des Casinos zuschicken kann?

Das Hochladen der Bilder funktioniert hier gerade wieder nicht.

Für die Transaktion vom 07.01.2025 suche ich immer noch Antworten, woher diese kommen und melde mich bei Ihnen wieder, sobald ich mehr weiß.

I have successfully found the payout of €2,000 dated January 6, 2025.

This came from SPINELINE Casino.

I hope that all your questions have now been answered

Ich habe die Auszahlung vom 06.01.2025 in Höhe von 2000€ erfolgreich gefunden.

Diese kam vom SPINELINE Casino.

Ich hoffe, dass nun all Ihre Fragen beantwortet sind

Dear Ninosch,

Thank you for finding out the information!

Dear MidasLuck Casino, is there anything else you need from the player, please?

Dear Ninosch,

Thank you for the provided information!

We are checking further for you and will be back with an answer as soon as possible.

Your patience and understanding is highly appreciated!

Kind Regards,

MidasLuck Team

Dear Ninosch,

Your account is open and fully verified now, so you can proceed with requesting withdrawals of the funds on it.

We would like to inform you for the withdrawal limits as stated on the website's Terms and Conditions:

6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

Your current VIP level is 1/5 which allows you to withdraw up to 500EUR per day / 7,000EUR per month.

Best regards,

MidasLuck Team

Thank you for your reply.

I have made my first withdrawal and hope that the payouts of my winnings can now be completed without any further problems.

Vielen Dank für Ihre Antwort.

Ich habe die erste Auszahlung getätigt und hoffe, dass die Auszahlungen meines Gewinnes nun ohne weiter Probleme abgeschlossen werden können.

Dear Ninosch,

can you please give us an update? Have you received your withdrawals already?

The casino has already made two withdrawals. I'm sure the rest of the money will be paid out soon as well.

Das Casino hat bereits zwei Auszahlungen getätigt. Ich bin sicher, der Rest des Geldes wird ebenfalls bald ausbezahlt sein.

Dear Ninosch

I am so glad to hear that!

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear MidasLuck Casino Team,

I understand that withdrawals may take some time. Based on your Terms and the information provided, we can expect that all the withdrawal will be processed withing a month, right?

Thank you for keeping an eye on it, it´s highly appreciated.

Dear Ninosch,

please keep me updated regarding your processed withdrawals. Thank you so much

I don't think the payouts will be processed in a month, because so far the casino has only managed to pay out a maximum of €500 per week.

As already mentioned, they pay out far too slowly.

Das glaube ich weniger, dass die Auszahlungen in einem Monat durch sind, denn bisher hat das Casino höchstens eine Auszahlung von 500€ pro Woche geschafft.

Sie zahlen wie schon erwähnt viel zu langsam aus.

Dear All,

we are actively working on the withdraw requests and they will be processed in the nearest time possible.

Once there is an update, you will be updated.

Best regards,

MidasLuck Team

Dear Ninosch,

please keep me updated regarding the withdrawals,

Thank you

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru

We’ve reopened this complaint at the request of Ninosch.

We would like to give this case one more opportunity to be resolved and help both parties reach a satisfactory conclusion.

The player has informed us that the casino has been making gradual payments; however, there is still an outstanding amount remaining.

Dear Ninosch,

Could you please let us know how much is still left to be paid?

Please keep us informed regarding the process of your withdrawals.

Thank you in advance

No, unfortunately I can't, because, as I said, I'm currently on vacation and am not allowed to log into the casino with a different IP address.

I'll be back next week and can let you know what's still outstanding.

Nein, kann ich leider nicht, da ich wie schon gesagt aktuell im Urlaub bin und mich mit einer anderen IP Adresse nicht im Casino anmelden darf.

Ich bin nächste Woche zurück und kann Ihnen dann ausrichten, was noch offen ist.

Sure, not a problem, please let my know once you are able to.

Thank you

Hello, €4,000 is still outstanding. €1,000 is currently being processed.

Hallo, 4000€ sind noch offen. 1000€ sind aktuell in Bearbeitung.

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Ninosch,

any update, please?

There is currently €2000 still outstanding for payout. Progress is being made.

Aktuell sind noch 2000€ offen zur Auszahlung. Es geht voran.

Good, good! Keep me updated please

Dear Ninosch,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru