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Dear jefiboy111,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.betitall.com/en/reading-center/responsible-gaming:

"Limits

In order to keep your gaming experience as safe as possible, below are possible limitations you can set to your Bet it All account:

Session limits: you may limit the time you can spend playing. It might be 30 min per day, 1 hour per week or any other combination but after this time has run out you will not be able to access any games before a new period begins.

Loss limits: you can set a limit to your losses. This is an easy way to stay on a budget when talking about losses you can take."

Subsequently, I have created an account and tried to set the limits, however, I was unable to locate such an option inside my account. 

Even though, casinos are not obligated to offer deposit or loss limits to the players, once they are advertised it would be ideal to have them available. Have you been advised if the feature is not available temporarily, or it has never been?

Looking forward to hearing from you.

Best regards,

Petronela

Hi again,

so since I opened the complained I recieved one more reply from them, but it does not say much either:

The initial response however indicates this is not a feature available.

Had I not inquired further, I probably should and did assume, they dont offer this feature, so its very misleading for players who sign up to casinos with these options in mind when they are clearly offered.

best regards

We can proceed with the complaint and try to contact the casino but please understand that it will be very difficult to claim any refund as the amount is not stated anywhere in the forwarded communication. Would you like to proceed anyway?

Hi again,

the amount was stated in my original email to which I got the reply that the casino does not carry the functionality.

You can see my message in the subject line on top.

Below is the screenshot:

With that in mind I would like to proceed.

Thank you!

I see. Thank you very much for the clarification. Could you please forward those emails to petronela.k@casino.guru? I would prefer to have the complete email chain before we'll contact the casino.

I have forwarded the communication as requested.

Thank you very much, jefiboy111, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jefiboy111,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite BetItAll Casino to join this thread.

Dear BetItAll Casino representative,

Please comment on jefiboy111’s complaint.

Hello. 

Unfortunately, we depend on the platform that provides us with casino services.

We can not introduce functionality when we want because we depend on the casino platform.

We have already requested the functionality to add player deposit limits, and are currently waiting for a response from the platform. They have accepted the request, but do not say when it will be introduced. As soon as they create the functionality, we will add it to our site.

Since the platform has not yet implemented the creation of the deposit limits, we do not have a paragraph in Terms and Conditions that says we can put them.

The Responsible Gaming page had irrelevant information that the platform gave us in advance. As soon as the customer wrote to us about the irrelevant information, we sent a request and this information was removed until the deposit limits system will be activated.

Our license does not require deposit limits functionality, but since we strive to be in the TOP, we plan to obtain it.

Thank you, BetItAll Casino, for your reply and for taking action to get the issue fixed.

Dear jefiboy111,

Unfortunately, we do not consider the option to set deposit and loss limits to be a must-have functionality in an online casino. We also consider the fact that the information in the Responsible Gambling section to be more of an inconvenience rather than a serious problem. Please understand that since you’ve not received a confirmation that the limits have been applied, we cannot request any refunds, therefore, I’m forced to reject your complaint.

Hi Andrey,

I understand your position and accept the conclusion.

I do however want to add that I was never notified of these changes via Email and only found out due to having complained here.

Better communication would be appreciated.

This was less about any refund but more about misleading new potential customers that sign up due to these features being available. If it was never there to begin with then there is no reason to complain.

I am still glad the information is now corrected.

Thanks for taking the time to fix it and thanks Casino Guru for taking the time dealing with the complaint.

Thank you, jefiboy111, for your understanding and for using the Casino Guru complaint resolution center. Your input is appreciated. We’re glad that the casino corrected the information and has taken steps to implement the responsible gambling tools.

As explained before, we will now mark your complaint as ‘rejected’. Please don’t hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.