Question Responsible gaming issue

[bm82]

Hello everyone,

Without accusing anyone (yet), I'd like to get some input on an issues I have experienced at a trustworthy casino group that I fancy quite a bit.

• After every nice win, I always set a loss limit to prevent myself for losing too much
• This is exactly what I did after winning approx EUR 7k last monday night. I decided to set a EUR 1700 daily loss limit.
• After midnight (Tuesday = new day) I continued playing, under the impression that with a loss of EUR 1700 I would hit my loss limit and get the appropriate notification, which I got.
• In the heat of the moment I restarted the game and could actually continue playing... and lost everything

Relevant clauses regarding loss limits on the site

• To stay in control of your gambling, you can set gaming limits on your account. We recommend that all of our players make use of these. To set them, go to Your Account and select Gaming Limits where you can set limits on deposits, losses, wagering and time. These can be set by day, week or month, restricting your play once your limits have been reached within that period.
  
• Loss limit

Set a limit for how much you will be able to lose in a set period of time. You can set a limit per transaction, per day, per week or per month. When the limit is reached, no more can be played on the account until the chosen time period has passed


Am I being to harsh if I feel that the operator didn't offered me the protection I'm entitled to as a MGA-player, and I request my money back? I know it's quite stupid that I lost everything again, and this is how it always goes. But this is exactly the reason why I always protect myself with a loss limit.

Thanks in advance for your replies, appreciate it.

 

[Tirilej]

I assume it's one of those casinos who have another rule saying that it is your winnings + the loss limit that counts. That way they don't need to lose anything, and they are taking advantage of week gamblers.
It is your resposibility, but I can't understand how any casino can claim they are helping any gambler with allowing them to also lose their winnings.

I know Betsson have that and a few others. Go and read the rules again and see if you find something more, or tell us what casino it is.

 

[jacko10]

some casinos even if deposit limits / loss limits are in place allow you to carry on until the amount withdrawn is reached
dont know if this is the case with your issue but i have done the same in the past were i have withdrawn lets say 2000 and i have a limit in place for 200 i can still carry on till that 2000 is reached
im sure more experienced members will offer a better reply than mine

 

[colinsunderland]

The system is probably set up to enforce it over a 24 hour period. However as the terms say per day I would say you grounds for complaint. Which casino is it?

 

[bm82]

The system is probably set up to enforce it over a 24 hour period. However as the terms say per day I would say you grounds for complaint. Which casino is it?

I know, this is exactly what my issue is. If it was over a 24h period and the terms would state it's over a 24h period, or over a net loss session I woul never started this topic. Since I nudged them three times without a reply, it's time to mention the casinos' name: Toto2.com. Part of Bethard.

I might be filing a complaint, but still hope to solve it without one.

 

[bm82]

Btw. with some other Bethard brands they refer to something they call "Net Loss Limit" Mychance for instance:

 

[bm82]

I spoke to support, reached out to their representative but it seems time to file a complaint indeed.

I can't find the working PAB link it seems, can someone help me? The link on Player Arbitration: ADR Service for Casino Complaints -Casinomeister refers to Outdated URL it seems.

Thanks in advance.

 

[colinsunderland]

Submit Your Online Casino Complaint - Casinomeister

 

[dionysus]

edit - i see someone posted

 

[maxd]

@ bm82 : PAB received and in progress. Please ensure that you have read the PAB FAQ and are fully familiar with section 3.12 regarding your responsibilities. Our expectations there are clear and explicit; violations of those guidelines will delay, damage or even kill your PAB.

 

[dunover]

This is an old scam whereby you are led to believe you are setting a deposit limit when in fact you are getting a LOSS limit. I cannot believe this scam is still going on, it's misdescribing the function, misleading and bloody irresponsible and is on par with a long pending period as to the aim of retrieving player winnings. It's about time these f*ckers who do this are pitted IMO.