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Hello, I lost a lot of money in Mirage group casinos last weekend, so I set myself deposit limits. (ovitoons Wolfy and Gudar Casino) despite these limits I was able to make a new account at this casino and deposit €250 there and lose. I have a gambling problem and that's why I made these limits. Please help me get the money back or at least a part of it because these limits should actually protect me, but in this case the casino group simply didn't do it

Hallo ich habe am letzten Wochenende viel Geld in Casinos der Mirage Gruppe verloren, deshalb habe ich mir Einzahlungslimits gesetzt. (ovitoons Wolfy und Gudar Casino) trotz dieser Limits konnte ich mir einen neuen Account in diesem Casino machen und dort 250€ einzahlen und verlieren. Ich habe ein Glücksspiel Problem und deshalb diese Limits gemacht. Bitte helfen sie mir das Geld oder wenigstens einen Teil wiederzubekommen denn diese Limits sollten mich eigentlich schützen doch darauf wurde in diesem Fall von der Casinogruppe einfach verzichtet

Dear Nico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that if you set deposit limits in one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have enquired about deposit limits in this specific gambling establishment?

I have checked the general terms and conditions, and this is what I found:

"Responsible Gaming

If you need our assistance to help you control your gambling activities there are a number of things you can do, for example excluding yourself from playing certain games and setting limits on your deposits or bets. You may do so in My Profile section of the website."

Please understand that you need to set any limits (deposit / wager / loss) in each casino account separately.

Please let me know if this advice was helpful or we need to intervene.

Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes I had a deposit limit set at several casinos in this group and I was still able to deposit there.

Hallo, ja ich habe mich bei mehreren Casinos dieser Gruppe ein Einzahlunglimit machen lassen und trotzdem konnte ich dort einzahlen.

Please understand that you need to set any limits (deposit / wager / loss) in each casino account separately. Could you advise if you have set deposit limits in Betroom 24 Casino directly?

Dear Nico,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.