Baptism by Fire - success Midaur Casino entering the flames

[thebeast777]

Whilst I found this casino very professional if you are a big slot player be aware that, even after full account verification, the maximum slot spin is restricted to £50. The only exception is on games where you can buy the bonus.

 

[MidaurOnlineCasino]

Whilst I found this casino very professional if you are a big slot player be aware that, even after full account verification, the maximum slot spin is restricted to £50. The only exception is on games where you can buy the bonus.

Dear TheBeast777

Thank you for your comment and feedback.

Unfortunately the slot spins are indeed restricted to £50 per spin.

Most games have a mechanical limit below £50 so a user would not be confronted with the restrictions. For slots with a higher mechanical limit, Midaur imposes the limit of £50 per spin.

As mentioned, slots that have the feature to “buy bonus spins” have a larger limit. Once an account is fully verified table games are unrestricted also.

We sincerely apologise for the inconvenience.

Have a good day

 

[johnnybagel]

Best of luck Midaur! I seem to have missed you guys so far but I will take a look

 

[MidaurOnlineCasino]

Best of luck Midaur! I seem to have missed you guys so far but I will take a look

Looking forward to your feedback! Don't forget to check the "Loyalty" section of your account, we currently have cashback offers running

 

[bamberfishcake]

It's nice to see a casino rep with such enthusiasm when coming under fire. I must admit I don't play at Midaur because I prefer other bonus policies and didn't have much success but kudos to you @MidaurOnlineCasino for participating in open discussion. A much better way than closing up and dissapearing like some reps seem to.

 

[Supababe]

It's nice to see a casino rep with such enthusiasm when coming under fire. I must admit I don't play at Midaur because I prefer other bonus policies and didn't have much success but kudos to you @MidaurOnlineCasino for participating in open discussion. A much better way than closing up and dissapearing like some reps seem to.

Couldn’t agree more.
I gave them another try purely based on the positive contributions from the rep to this thread.
Still not a fan but gl to midaur anyhow x

 

[MidaurOnlineCasino]

It's nice to see a casino rep with such enthusiasm when coming under fire. I must admit I don't play at Midaur because I prefer other bonus policies and didn't have much success but kudos to you @MidaurOnlineCasino for participating in open discussion. A much better way than closing up and dissapearing like some reps seem to.

Thank you for your feedback. We try our best to assist and respond as quick as we can. We know how frustrating it can be when there is no help available when you need it

 

[MidaurOnlineCasino]

Couldn’t agree more.
I gave them another try purely based on the positive contributions from the rep to this thread.
Still not a fan but gl to midaur anyhow x

That's a shame

May we know why you are not happy or satisfied with Midaur?

 

[Deleted member 30014]

Really not enjoying this site. Was doing okay until I was forced to play on the few boring bonus slots. Half of them don't work and when they do they=e very slow.

 

[MidaurOnlineCasino]

Really not enjoying this site. Was doing okay until I was forced to play on the few boring bonus slots. Half of them don't work and when they do they=e very slow.

Hi 30014,

Thank you for your feedback. May I ask which slots are not working? Did you get any errors at all?

Please do not hesitate to contact our customer support team so that we can resolve any issues you may have.

 

[Deleted member 30014]

Hi

Thank you for your feedback. May I ask which slots are not working? Did you get any errors at all?

Please do not hesitate to contact our customer support team so that we can resolve any issues you may have.

I spoke to customer service and their only solution was to remove the games that error from the website. They were also quite rude when I was asking questions about the bonus terms.

Your bonus terms are ridiculous and confusing why would you refer to wagering as a "rollover" once but wagering everywhere else.. I won't be playing at midaur again.

 

[MidaurOnlineCasino]

I spoke to customer service and their only solution was to remove the games that error from the website. They were also quite rude when I was asking questions about the bonus terms.

Your bonus terms are ridiculous and confusing why would you refer to wagering as a "rollover" once but wagering everywhere else.. I won't be playing at midaur again.

Good morning Kenji

Can you please provide me with your email or username (over PM) so that I can investigate this for you and see if we can rectify this?

I will happily review the chat transcripts to see where our staff have been rude regarding this matter.

 

[MidaurOnlineCasino]

Dear all,

Although we really appreciate all the feedback, there seems to be something detrimentally wrong with a lot of these online discussions.

An online casino provides gambling services over the internet. Gambling in a casino gives a punter the chance of winning a part of the stake of others. The casino receives a rake in return which contributes to the significant cost that is involved in providing the service. In general, the cost of providing the services are less than the rake collected. As such operating, a casino can often generate a profit.

There are a significant number of variables that make a casino good or bad. The offering of games and suppliers, payment methods, arrangements of player fund protection, navigation and speed of the site, the speed of the game rounds, the verification processes, customer service, general terms and conditions, customer interactions, loyalty and marketing communications to name but few.

Yet when we browse this and other forums, the vast majority of all comments and feedback is related to bonusing. No casino in the world is set-up to give away free money. There are always terms that protect a casino, most of the times hidden away in small print. For some reason, these are the ones that get cheered and the transparent ones bullied. If a casino was offering bonuses on the terms demanded on forums they would not be around for very long. Giving away money for free is just not a viable business model.

Comments stating that bonusing should allow a player to “try out” the casino games are fair enough. However, this option, available in the same way at nearly every casino is called “Play For Fun” Now again there is something rather strange. If it is so essential to gamble and try out the casino why is it so often referred to that this is achieved by playing the games? The games are not different from other casinos. A Scientific game at casino A is the same Scientific game at Casino B. In this case, we would refer to rate the game developer and not the casino.

The only way you can rate a casino is by making a real money deposit, navigate over the site, verify your account, review terms, check out loyalty programs and interact with customer service. Scavenging the web looking for offers that can earn you a free buck and shouting at casino’s that don’t give it to you is something from another level.

We would like to continue this Baptism of Fire and receive some feedback on our casino operations as we are growing tired defending the fact that we are not a charity.

 

[Deleted member 30014]

I do not disclose my personal details on forums, not even in pm let alone public.

Take a look at the top rated casinos on here. They have some brilliant bonuses and simple bonus terms with low(er) wagering requirements. Bonus money always counts towards the wagering, too. And you almost always only have to wager the bonus amount.

If you cannot compete with that then why would people choose to play with you again after finding out the hard way? Good bonus terms = good experience = repeat punter.

I used work in the amusement arcade industry in the UK and see it all the time. We offer free plays to every customer the moment they walk-in the door. They get as many drinks and snacks as they buy want.We buy everyone lunch. Our machines are all set to at least 82% and usually are +90%. People travel from all over the country to play our machines.

Compare that to the bog standard ones in the UK. You're luck if you get any free plays and it's its only usually offered once you've already done a ton in a machine on 70% without any sort of win. You'll get offered a drink if your face fits. Although it will be Tesco value lemonade.

Yeah, the profit margins may not be high for our places, but customers get a much better experience and will leave with a smile, and tell their mates. And return. Compare with the usual typical above, they'll come in once, blow their budget in minutes, possibly self exclude and tell everyone how poor the place was.

I know it's not a ideal comparison, but you get the picture.

 

[MidaurOnlineCasino]

I do not disclose my personal details on forums, not even in pm let alone public.

Take a look at the top rated casinos on here. They have some brilliant bonuses and simple bonus terms with low(er) wagering requirements. Bonus money always counts towards the wagering, too. And you almost always only have to wager the bonus amount.

If you cannot compete with that then why would people choose to play with you again after finding out the hard way? Good bonus terms = good experience = repeat punter.

I used work in the amusement arcade industry in the UK and see it all the time. We offer free plays to every customer the moment they walk-in the door. They get as many drinks and snacks as they buy want.We buy everyone lunch. Our machines are all set to at least 82% and usually are +90%. People travel from all over the country to play our machines.

Compare that to the bog standard ones in the UK. You're luck if you get any free plays and it's its only usually offered once you've already done a ton in a machine on 70% without any sort of win. You'll get offered a drink if your face fits. Although it will be Tesco value lemonade.

Yeah, the profit margins may not be high for our places, but customers get a much better experience and will leave with a smile, and tell their mates. And return. Compare with the usual typical above, they'll come in once, blow their budget in minutes, possibly self exclude and tell everyone how poor the place was.

I know it's not a ideal comparison, but you get the picture.

Dear @Kenji ,

We have discussed this with our board and they think you’re right. We will immediately change our policy and bonus terms to match your suggestions. Free money for everyone!

Unfortunately, this will result in us all being out of a job by the end of the year. *DOH!

Any vacancies at Casinomeister coming up…?

 

[colinsunderland]

Dear @Kenji ,

We have discussed this with our board and they think you’re right. We will immediately change our policy and bonus terms to match your suggestions. Free money for everyone!

Unfortunately, this will result in us all being out of a job by the end of the year. *DOH!

Any vacancies at Casinomeister coming up…?

Ok, so personally I think if you offer a bonus and you set terms thats fine as people have a choice to accept or not, and that 300% is pretty much unheard of in the UK now so don't think the cap is too bad, although having a fixed cap rather than a multiplier is a little strange.

However I still find the terms very hard to understand. I've seen people say there are only limited slots you can play the bonus on, and you said they are in the bonus slots tab. However, the T&C's saying slots and videoslots contribute 100% to the wagering, and I couldn't see mention in the T&C's that only certain ones do (I might have missed it though)

Also, I tried to reset my password and got this (sorted now though as I remembered it), there are 2 fields, both for password, why did I get an error telling me I needed to do the rest

 

[Deleted member 30014]

They're just observations of what other casinos do successfully. The way you're handling it here however is not very professional. I wish you good luck in future.

 

[MidaurOnlineCasino]

Ok, so personally I think if you offer a bonus and you set terms thats fine as people have a choice to accept or not, and that 300% is pretty much unheard of in the UK now so don't think the cap is too bad, although having a fixed cap rather than a multiplier is a little strange.

However I still find the terms very hard to understand. I've seen people say there are only limited slots you can play the bonus on, and you said they are in the bonus slots tab. However, the T&C's saying slots and videoslots contribute 100% to the wagering, and I couldn't see mention in the T&C's that only certain ones do (I might have missed it though)

Also, I tried to reset my password and got this (sorted now though as I remembered it), there are 2 fields, both for password, why did I get an error telling me I needed to do the rest


View attachment 108366

Hi @colinsunderland

Please see new response as we have been able to replicate the issue.

 

[MidaurOnlineCasino]

They're just observations of what other casinos do successfully. The way you're handling it here however is not very professional. I wish you good luck in future.

Dear 30014,

We have pointed out the reasoning behind our terms professionally on multiple occasions in this forum.

Your arguments, comparing us to land-based casinos with 80% RTP or less is completely irrelevant to the case you were trying to make.

We mentioned that we are tired of defending that we are not a charity so we decided to stop that. We are a young, dynamic team and come on, nothing beats a bit of harmless banter/sarcasm

 

[MidaurOnlineCasino]

Ok, so personally I think if you offer a bonus and you set terms thats fine as people have a choice to accept or not, and that 300% is pretty much unheard of in the UK now so don't think the cap is too bad, although having a fixed cap rather than a multiplier is a little strange.

However I still find the terms very hard to understand. I've seen people say there are only limited slots you can play the bonus on, and you said they are in the bonus slots tab. However, the T&C's saying slots and videoslots contribute 100% to the wagering, and I couldn't see mention in the T&C's that only certain ones do (I might have missed it though)

Also, I tried to reset my password and got this (sorted now though as I remembered it), there are 2 fields, both for password, why did I get an error telling me I needed to do the rest


View attachment 108366

Hi @colinsunderland

Thank you for pointing out that 300% is pretty much unheard of in the UK now!

To elaborate on the bonus wagering;
5. The bonus awarded has no monetary value and only real money wagers contribute to the rollover.
7. The bonus is valid for wagering on all games presented under the "bonus slot" tab in the casino lobby

The T&C's saying slots and videoslots contribute 100% to the wagering...
Correct, real money wagering on all slots and videoslots contributes to the bonus roll over. Wagering with the bonus fund itself can only be done on bonus slots. Wagering with the bonus can help you increase the bonus funds but it will not contribute to the rollover.
I hope this clears things up for you.

Regarding the issue with the password reset, we have been able to replicate and raised it with our technical team for immediate fixing. Like you mentioned it is not affecting the functionality, it is an incorrect notification that was displayed. Thank you for pointing this out!

 

[Deleted member 30014]

I was not comparing you to a land based site, just a comparison of land base sites.

I am comparing you to the likes of other online casinos who do much more realistic bonuses.

Someone deposits for example £100 on your site and and get a £300 bonus. They spend an hour playing through the initial deposit. They wonder where the bonus is as it's not been added to the balance. They ask support and they say there is a separate category of slots that can play bonus funds.. fair enough. They're all quite boring slots but sure okay. They play through some of the bonus and notice that none of the wagering is counting and the find out that only real deposited money counts towards it. So the customer then either makes a choice to try and max out the bonus,then try their luck with depositing more cash to see if they can meet the extreme 40% wagering requirements on the £300.

Or, they forget about the bonus and don't bother using midaur again.

Compare that to another online casino with a 100% bonus. The player deposits £100 and £100 is added to their balance. They can withdraw any time until they start playing their bonus funds. Wagering has started from the get go and all wagering, real or bonus money, counts, they have a handy indicator on the account page. Once the bar is full, they can withdraw the entire balance. Or carry on. All of this without the need to clarify and pester support staff. They'll most likely return again to deposit without a bonus.


I know what most people will go for.

I won't be saying anymore on the matter as it's clear that you would rather confuse people and the customer have a bad experience. I won't be visiting your casino again unfortunately. It's a shame as you have a good variety of games.

 

[MidaurOnlineCasino]

I was not comparing you to a land based site, just a comparison of land base sites.

I am comparing you to the likes of other online casinos who do much more realistic bonuses.

Someone deposits for example £100 on your site and and get a £300 bonus. They spend an hour playing through the initial deposit. They wonder where the bonus is as it's not been added to the balance. They ask support and they say there is a separate category of slots that can play bonus funds.. fair enough. They're all quite boring slots but sure okay. They play through some of the bonus and notice that none of the wagering is counting and the find out that only real deposited money counts towards it. So the customer then either makes a choice to try and max out the bonus,then try their luck with depositing more cash to see if they can meet the extreme 40% wagering requirements on the £300.

Or, they forget about the bonus and don't bother using midaur again.

Compare that to another online casino with a 100% bonus. The player deposits £100 and £100 is added to their balance. They can withdraw any time until they start playing their bonus funds. Wagering has started from the get go and all wagering, real or bonus money, counts, they have a handy indicator on the account page. Once the bar is full, they can withdraw the entire balance. Or carry on. All of this without the need to clarify and pester support staff. They'll most likely return again to deposit without a bonus.


I know what most people will go for.

I won't be saying anymore on the matter as it's clear that you would rather confuse people and the customer have a bad experience. I won't be visiting your casino again unfortunately. It's a shame as you have a good variety of games.

This is exactly what we mean, casino’s with small print which are not transparent are being cheered and casino’s that are actually fair and transparent are bullied because they make it clear that they do not lend themselves to the numerous ways of bonus abuse and other fraud.

Fair enough and let’s agree to disagree, we will continue to service all the players that like us for all our great qualities. If we have to miss out on bonus hunters… That’s fine

 

[brianmon]

There are a significant number of variables that make a casino good or bad. The offering of games and suppliers, payment methods, arrangements of player fund protection, navigation and speed of the site, the speed of the game rounds, the verification processes, customer service, general terms and conditions, customer interactions, loyalty and marketing communications to name but few.

If theses are the things you feel are the most important.
Why do you even offer a welcome bonus?

 

[MidaurOnlineCasino]

If theses are the things you feel are the most important.
Why do you even offer a welcome bonus?

Hi @brianmon

For a car, the cupholders are definitely not the most important. Why do car manufacturers even make cupholders?

Jokes aside, bonuses are there to entice new and existing players. Thousands of our players unlock their bonus and want nothing else than the great system we offer.

Please do not lose sight of our loyalty system that rewards our players for every deposit and each real money wager. Loyalty points can be converted to real money with no wagering requirements! The system gives our players a direct return on each wager. As such one could state that when playing a slot with a 98% RTP the actual RTP with Midaur will be 99%. There are offers that give our players 10% direct cashback on deposit as well as offers that give up to 50% cash back on qualifying wagers.

 

[brianmon]

Hi @brianmon

For a car, the cupholders are definitely not the most important. Why do car manufacturers even make cupholders?

Jokes aside, bonuses are there to entice new and existing players. Thousands of our players unlock their bonus and want nothing else than the great system we offer.

Please do not lose sight of our loyalty system that rewards our players for every deposit and each real money wager. Loyalty points can be converted to real money with no wagering requirements! The system gives our players a direct return on each wager. As such one could state that when playing a slot with a 98% RTP the actual RTP with Midaur will be 99%. There are offers that give our players 10% direct cashback on deposit as well as offers that give up to 50% cash back on qualifying wagers.

Well if they're so important to you to 'entice' new customers. Then don't be so surprised that they're also important to players.

You have a VERY unique bonus system. Therefore it is going to be questioned and criticised.
There are other sites, who also use a cash-only wagering system, although the choice of games, playable with bonus funds, isn't nearly as restricted and the maximum winnings not so severely capped.

I have no doubt that many of your customers have released their bonus funds, assuming they've carried on depositing after their first deposit. But how much has that cost them in deposits to actually achieve?


You say that "Loyalty points can be converted to real money with no wagering requirements" yet there is actually a 1x wager stated in your terms...

• To withdraw your loyalty points, you will need to wager your cash back winnings at least one time.

Those offers that you quote, "10% direct cashback on deposit" is that for everyone or just the few who reach the higher VIP levels?
Since the example given on your promotions page says
Gold deposit offer: claim the promotion, deposit over £/$/€ 100 and get 500 loyalty points . which is £5 or 5%, assuming £100 is deposited not 10%, and I assume this for players with a gold level (which in itself takes 25,000 points to achieve)