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Resolved Rolla Casino deposit limit issue

Discussion in 'Casino Complaints - Non-Bonus Issues' started by cathsparkes, Jan 1, 2019.

    Jan 1, 2019
  1. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby
    I was doing very good with Rolla Casino and managed to make a nice withdrawal. And I have an issue when I win money I tend to gamble nearly all of it because I get a gambler's buzz. In that moment I literally have no concept of money. So instead of closing my account because I do like to play, I decided to put a deposit limit of £50. I have had this limit on my account for over a week.

    Well lastnight I completely forgot about that deposit limit and I kept depositing 200's here and there. I was chasing a loss and reached 7000 in deposits. I know my own responsibility. But I discovered I had put in place a deposit limit for £50 every month! On the same account. I have many MT Secure Account related casinos with various deposit limits. So I sometimes forget what the limit is and wait till I hit it.

    So I contacted Rolla Casino. They responded by closing my account down and then 'investigating' But I guess with it being the holidays I still haven't received a reply or what the hell is going on with my account. This is a very shady practice to me if deposit limits do not work. The loss doesn't hurt (it was only a part of a nice win) as much as now I do not trust responsible gambling gaming limits. If they don't work as intended then essentially gamblers like me who rely on these limits to keep it under control are in danger losing a lot of money even if it is their choice. The deposit limits are there for a reason and in this case they didn't work as intended. I'm in the UK so I'm not sure about the laws but its really put a damper on my casino experience.
     
    Last edited: Jan 1, 2019
  2. Jan 1, 2019
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Right - IF you had a valid £50 monthly limit, assuming there was no fault and it was in place there's only one explanation for this;
    the bogus 'deposit limit' actually masquerading as a 'loss limit'. The scam works thus:

    1. You set a £50 limit per month.
    2. You deposit 50 and win £5,000
    3. You withdraw £5000
    4. You now discover that you can keep on depositing from that point onwards until you are £5,050 down overall.
    5. Complain afterwards and casino shuts account on the dubious grounds you could be a 'problem gambler' and hides behind that, whilst ignoring the fact they never enforced the £50 limit you thought you had set, being a responsible gambler.

    Please confirm if you believe this example to be the case in your issue.
     
  4. Jan 1, 2019
  5. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby
    Thanks for you reply. Not the case unfortunately. Which is why it's been forwarded to the manager but they have yet to reply. The CS agreed its not right. It's was a deposit limit rather than a loss limit. I can't upload pictures so I've sent this as a link You must register/login in order to see the link.

    Information makes it specific to deposit only:
    You can control your play with 4 different types of limits:
    • Deposit limits enable you to set a limit on the amount of money you deposit into your account for a given period;
    • Net loss limits allow you to control the maximum amount of money you can lose over the selected period;
    • Wagering limits allow you to limit the amount you can wager for the period selected;
    • Session limits will limit the amount of time you can stay logged into your account.
     
    Last edited: Jan 1, 2019
    Mouche12 likes this.
  6. Jan 1, 2019
  7. theapple

    theapple Senior Member

    Occupation:
    eh
    Location:
    far far away
    surely that should be illegal, no?

    deposit limit should do what it says, limit your deposits regardless of your wins or losses. Im sure ukgc would love to hear about it too.

    I really think its about time someone puts limits on casinos ability to create their own grey areas. Hell that should be one of the rules too.
     
    Mouche12 and Harry_BKK like this.
  8. Jan 2, 2019
  9. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby
    Yeah it also has a lower limit section separate from deposit so I really don't understand. I get very impulsive when I get a win. So I always limit for a couple of weeks to ensure I'm in the right frame of mind. Unfortunately the limit was in place and it didn't do it's job. And as the CS said it should have been fail-safe.

    Rolla being a MT Securetrade Casino. Do they have a rep on here?
     
  10. Jan 2, 2019
  11. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Some of the larger casinos used to do that didn't they? Was it VS or Casumo who were doing it that way a while back? Cant remember tbh but I agree, a deposit limit should be a deposit limit, not a loss limit.
     
  12. Jan 2, 2019
  13. rocknrollax

    rocknrollax Full Member PABaccred

    Occupation:
    manager
    Location:
    South England
    MrGreen used to do it, not sure if they still do but thats what casinomeister helped me with when I did a PAB a few years back
     
    helafast likes this.
  14. Jan 2, 2019
  15. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby
    Especially when there is an entire section for 'loss limit' and a separate one for deposit limit and I used deposit limit rather than the loss limit.

    Just to add. Rolla have confirmed that to be the case too that deposit limits aren't tied to win/loss:

    You must register/login in order to see the link.
    You must register/login in order to see the link.

    Essentially wouldn't that make my deposits invalid? As if the deposit limit worked I would not have gambled that amount so impulsively (again yes I do blame myself as well.) But being with casinos my whole life. I have had to abide by such laws which favour the casino which have made bets invalid. So aren't casinos supposed to do the same?

    And just want to say thanks. Glad there is a place like this on the web.
     
    Last edited: Jan 2, 2019
    SpinUk likes this.
  16. Jan 2, 2019
  17. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    You would think so but I have seen numerous accredited casinos do this in the past, including Redbet, Whitebet, Heypoker, Superlenny etc. In effect it makes your DL useless as it works as a loss-limit and without asking you they add any net profits to your DL thus increasing it despite your settings.
    The OP states that this hasn't happened here, but given that the platform MAY be applying this mechanism and not being aware of it, I wouldn't be surprised if it had.
     
    robby811 likes this.
  18. Jan 2, 2019
  19. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby
    It certainly would be strange as I look deeper and from my emails of confirmations and such into it the first week (12/12) I had exceeded my deposit limit and hit it when I deposited £50. So in effect I shouldn't have been able to deposit at all again till the month end. As it was displaying the "Sorry you've exceeded your DL" correctly the week previous.

    As its a MT Securetrade casino. I look on the other ones I have done very well with where I have hit 5-10k in winnings and have a huge net profit, the DL works just fine. I also had the customer service stress to me that it shouldn't have happened and that it was pretty 'fail-safe'. So I truly wonder what's going on. Still waiting on a reply from 'management' they must be having a nice long vacation haha! However, if there's no resolution and there's a generic cop out would it be wise to send this to my barrister to chase up on principle?
     
  20. Jan 2, 2019
  21. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Your first port of call could be a PAB via CM or using ECOGRA. If things do eventually go down a legal route it usually goes in your favour if you have exhausted the prior processes first. I doubt it would come to that, as you should get some response on here.
     
  22. Jan 2, 2019
  23. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby
    Thanks for your reply. Is a PAB possible with them not being accredited here? I'll give them another few days but it seems that management are 'aware' according to CS so hopefully they come up with a resolution to it.
     
  24. Jan 3, 2019
  25. RollaCasinoRep

    RollaCasinoRep I-Gaming Industry Representative

    Location:
    Malta
    Hi cathsparkes,

    We are sorry to hear about your recent unpleasant experience at Rolla Casino. Likewise, apologies for the delay in response here. This has only recently been brought to our attention, so we just wanted to investigate what exactly happened before replying.

    Firstly, we would just like to say that we take our UKGC requirements very seriously and ensuring that we have the correct tools to facilitate your game-play in a responsible manner, is of the utmost importance to us.

    When we heard about this case, we were extremely surprised, as we complete rigorous testing to ensure that all our platform features are working as they should be, especially one such as important as a deposit limit. However, after further investigation, it appears that there was a recent roll out in preparation for Swedish regulation on 31st Dec, that may have caused a technical error in this instance. This issue has now been resolved as a matter of priority and all deposit limits should be fully working as intended.

    This is by no means acceptable, and please rest assured that we will be completing a full internal review to ensure that this does not happen again in the future. Likewise, we will also arrange for any funds lost over your deposit limit, to be sent back to you immediately.

    We hope that this is satisfactory, and should you require any further assistance or have any further questions, please do not hesitate to ask.

    Thanks, and all the best for 2019!
    The Rolla Casino Team
     
  26. Jan 3, 2019
  27. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Hey, as an official rep I take it you've contacted Bryan to get your status registered as such? You'll get a nice pink title and be listed in the reps' hall of fame!

    P.S. you've done the right thing here; deposit limits are sacrosanct and should be exactly that. FTR, is this an unusual error or has the DL somehow got facilitated as a LL?
     
    NeverLucky likes this.
  28. Jan 3, 2019
  29. RollaCasinoRep

    RollaCasinoRep I-Gaming Industry Representative

    Location:
    Malta
    Thanks dunover. I like your youtube videos. I contacted Jelena to get approval before posting, but I guess she was busy and in this instance I felt like we had to respond here regardless. Yes, this is definitely an unusual error, as you mention there really is no room for error when it comes to things like deposit limits. Thanks.
     
    dunover and NeverLucky like this.
  30. Jan 3, 2019
  31. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Yes, no problem - I doubt very much you are an impostor! Don't worry, when your status gets rubber-stamped all your previous posts will reflect the official rep status. Welcome aboard, the more official reps the better - it helps solve issues without PABs and enriches the community. Then further down the line you may choose to try for accreditation.:thumbsup:
     
  32. Jan 3, 2019
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    The link is in your welcome PM from Vortran - I guess you must have missed it. i-gaming reps are a joinable user group. It is only moderated until we can verify your email account (needs to be business related) - which it is, so you're good to go.

    https://www.casinomeister.com/forums/account/join-user-groups

    Thanks for joining the forum. :thumbsup:
     
  34. Jan 3, 2019
  35. cathsparkes

    cathsparkes Newbie member

    Location:
    grimsby

    Well just want to say thank you for your response. I'm glad deposit limits will now be working as intended. I really like MT Trade Secure Casinos and only place these deposit limits temporarily to ensure I'm in the right mind when I play. Of course when on a buzz is why I felt it was necessary to put a deposit limit. I'm glad you have dealt with the issue professionally which is more than I can say for other casinos I've dealt with in the past. Will I receive an email regarding the information above to confirm deposits being returned and if my account will be re-opened?

    Many Thanks
     
    RollaCasinoRep likes this.
  36. Jan 3, 2019
  37. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Just a note here that I think may be appropriate - reading your OP and your actions therein, it's possible the casino may have flagged a RG issue with you. If they have, they are within their rights to keep your account closed after the refund of the excess deposits they've promised. Not saying it will happen, but it might.
     
  38. Jan 3, 2019
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Just so ya know - we have a new review up at the moment for Rolla Casino - it's a bit bare bones, but it's a review: Rolla Casino Review - Grey Zone casino
     
    RollaCasinoRep likes this.

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