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I have had yet another problem with limits at a casino. This is so unacceptable.

I requested to set a deposit limit on my account of $200 per month.

My VIP manager refused to set this limit stating:

"Dear Deanna,

Thank you for your message. I completely understand your approach and your desire to control your spending.

I would like to note that managing your expenses independently, as you plan, might be a more flexible solution than setting a limit on your account. Setting a limit could impact the eligibility for future bonuses, as it is also considered in our process.

I am confident that you can manage this on your own, and if needed, I am always here to suggest other options that will keep you comfortable. Should you have any questions or need assistance in the future, please don’t hesitate to reach out.

I wish you all the best and peace of mind in your decisions."

I have since emailed again to confirm that I want my limit set as requested.

This refusal caused me to spend more than anticipated today. Had she set the limit as I asked I would have not spent the extra $1350 today and now wish for a refund and to close my account as I’m not happy with this outcome and the refusal of my VIP manager to set the limit I asked.

I have never ever had a limit refusal from a manager and this was unfair and caused me to lose money that I asked that they not allow me to spend. It’s unconscionable for a casino to refuse to set a limit a player has asked for and tell them to manage it on their own when I explicitly asked them to help.

Thanks

Deanna

Dear de_sasterous,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. To help us understand your situation better, could you kindly answer the following questions?

Could you please advise where you found the information suggesting that it was possible to set deposit limits in this casino? Not all casinos offer this feature, and I was unable to find any mention of deposit limits in the Responsible Gaming section or the player's profile.

If you have any evidence showing that these limits should be available, could you please forward it to me either via email at veronika.f@casino.guru or directly here in the complaint thread?

Once I have this information, I'll be in a better position to assist you further.

Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

Hi Veronika,

I confirmed this by asking in the support chat and was told by the support agent that I would need to ask this request via the vip manager who I confirmed had refused only to be told by the support agent "I am really sorry, due to technical disabilities, only via email you can be assisted with your request." I was never told limits were not able to be set and furthermore I have never had this issue in any other casino.

The VIP agent has also just messaged me this:

Where it indicates she is able to set a limit:

Dear Deanna, first of all, I sincerely apologize for the delayed response. 🙏

I truly don’t want you to have a bad impression of our casino. My intention was never to refuse your request but simply to ensure that this is exactly what you want, as your comfort and a controlled gaming experience are always my top priorities. 💙

I can proceed with setting the requested limit for you right away. However, if you're interested, I’d also love to offer you a 130 AUD x5 bonus as a small compensation for your losses. 🎁

If you'd prefer to proceed with the limit only, just let me know—I will set it immediately. Whatever you decide, I'm here to assist you! 😊

Looking forward to your response.

Further they have a curacao gaming license which details this in Article 11 of the conditions of a Curacao online gaming license:

"1.      The licensee must make available at all times its general terms and conditions of use to the player.

2.      The terms and conditions shall be unambiguous and written in a clear and understandable manner in the languages in which the games are available.

3.      The general terms and conditions in any case must contain provisions that pertain to:

…

h.      the ability to set playing and deposit limits;"

Further the implication of this condition of their terms and conditions indicates limits are absolutely possibly as long as it’s not cryptocurrency:

10.5 Kindly note that due to the nature of cryptocurrencies, deposit limits cannot be applied to the deposits made through CoinsPaid payment system. If you want to limit your gambling in the casino, please, use any other available option.

Which I did, as I used apple pay.

I’ve just received this from the casino today:

Hello, Deanna! 

You have just set the maximum depositing limit amounted at AUD - 200.00 you can deposit per month. The limit comes into operation immediately.

You are free to increase the limit as well. However the increase will take 24 hours to become active. Canceling the deposit limit will take 24 hours to process.

It’s very frustrating because this is too late and should have been implemented earlier so that I didn’t overspend to begin with.

Could you please forward me the entire email conversation between you and the casino's customer support regarding the deposit limit you wanted to set up? Please send the full email thread. My email address is veronika.f@casino.guru. Thank you for your cooperation.

I have forwarded the emails. Let me know if you need anything further.

Deanna

Thank you for your emails. Have you been in touch with the casino representative via WhatsApp to inquire about the refund of your lost deposits? If so, please forward me these conversations as well.

I will forward this to you also

Thank you very much, de_sasterous, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you de_sasterous for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RollXO Casino for their help in resolving this complaint. We would like to know why the player was refused from setting a deposit limit.

Thank you!

Thanks Peter, let me know if you receive any response.

Dear de_sasterous, I was in contact with the casino representative and was told that after the initial email you provided and confirmed that you wanted the deposit limit it was implemented in 24 hours. Can you confirm that this was the case? Thank you in advance!

Hi Peter,

No that’s not correct.

I did not confirm my request.

I asked a second time, there is a stark difference.

If you see my initiating complaint I was not asked to confirm my request. After being denied a limit I got upset with her response and had to ask her again to implement the limit. They were already on notice that I did not want to spend this money and at no point did my casino VIP manager tell me I had to ‘confirm’ my request more than once or that this was the procedure in order to actually set a limit.

This is simply an excuse for her poor response to me and they are now backtracking to appear as those they ‘were following procedures’.

Thanks

Deanna

Hi Peter,

No that’s not correct.

I did not confirm my request.

I asked a second time, there is a stark difference.

If you see my initiating complaint I was not asked to confirm my request. After being denied a limit I got upset with her response and had to ask her again to implement the limit. They were already on notice that I did not want to spend this money and at no point did my casino VIP manager tell me I had to ‘confirm’ my request more than once or that this was the procedure in order to actually set a limit.

This is simply an excuse for her poor response to me and they are now backtracking to appear as those they ‘were following procedures’.

The limit was also not implemented right away.

Thanks

Deanna

Thank you for the update de_sasterous, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you Peter, I’ll wait to hear from you.

Deanna

Hello de_sasterous,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could I get an update please?

Dear de_sasterous, I apologize for the lack of response as I was out of the office due to an injury. Your issue is still being discussed internally, but I will update you as soon as there are any new developments. Thank you for your patience during this time!

Dear de_sasterous, After carefully reviewing the evidence provided by both you and the casino, and discussing it with my colleagues, we have concluded that there are not sufficient grounds to support your request for a refund related to the delay in implementing the deposit limit.

Our role is to assess cases where a player has indicated a potential issue with gambling, in which case the casino is expected to act promptly by applying appropriate responsible gambling measures or self-exclusion tools. Based on the correspondence you've shared, it does not appear that this concern was clearly communicated to the casino at the time. As a result, we are unable to proceed with your request under the framework of responsible gambling policy breaches. For that reason, your complaint will be rejected.

If you believe you might have an issue with gambling I recommend that you utilize our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

I am sorry I could not be of more help on this occasion.

Kind regards,

Peter