The player from Germany is requesting a deposit refund criticizing the responsible gambling tools in the casino. After gathering available information we rejected the case as unjustified.
Art Casino - Player is requesting a deposit refund.
Amount: €1,000
Art Casino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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1 year ago
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Ladies and Gentlemen
I have contacted the casino several times, unfortunately I never receive an answer.
The point is that I opened an account there and immediately set a deposit limit of 387 euros per day due to problematic gaming behavior in the past. This limit should be a safeguard for responsible gaming. The operator of the site also offers this and it was set up immediately. When I deposited this sum (387) and lost, I had a relapse and wanted to continue playing to get the lost money back, as I often do. So I got into the chat and asked if they could increase the limit. At that point, the 24 hours had not expired, so I should never have made another deposit. In the chat, however, the limit was increased four times to a total of 1600 euros. In other words, this provider disregards responsible gaming. What's the point of a limit that you can change at any time in 10 seconds in the chat? Where's the responsibility? Since I should never have made any further deposits, which I was granted simply by an immediate increase, I demand all deposits back except for the 387 euros. I set this limit for myself. Since I deposited about 1400 euros, I need to get a refund of about 1000 euros. If the provider does not do this, I would like this to be written in your review as a warning ⚠. "Provider Disregards Responsible Gaming".
I've tried several times to find a solution with the provider, but never get an answer and the chat only says that I should write an email.
Please help me as you also have a responsibility as a casino site. For players who often have problems with the game.
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1 year ago
Dear misterM,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Art Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
I checked the casino website and found this:
"27. Responsible Gaming
27.1 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 and setting limits on your deposits. You may do so in My Profile section of the website."
Could you please explain how did you contact the casino and if there were any requirements for the deposit limit to be lifted?
If there is any communication (emails, chat transcripts) between you and the casino please forward it to my email at tomas@casino.guru
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
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Hello, thank you for your answer.
So before registering, I asked in the chat whether limits were offered. I have a transcript of that.
Then there is a chat in which the deposit limit was raised several times on request to 1600 euros, although the daily limit had long been reached at 387 euros. It was just upgraded instantly with no strings attached or issues. The provider refuses any communication with me. When I asked them to tell me the time when I set the limit and the times of all deposits, I was refused, or in the chat I was told again and again that I should write an email, to which I never received an answer have. I have already written 10 emails. Without a single answer.
As responsible gaming has not been complied with, I insist on the refund. What good is a player who needs limits due to problematic gaming behavior if he can keep increasing the limit within the actual ban. Then you don't need to offer such things at all. Then this is pointless.
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1 year ago
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I sent them the chat assuring me the opportunity to play responsibly. This was asked in the chat before I even registered. I then opened an account and set a daily limit of 387 euros. This was immediately increased to 1600 euros within the next 15 hours. This is no responsible gaming. Therefore, I ask that all deposits exceeding 387 be withheld.
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1 year ago
Dear misterM,
thanks for your messages.
Could you please forward me the chat transcripts regarding situations where you requested the deposit limit to be lifted or the deposit limit didn't work? Do you receive any notifications about your responsible gambling limits on your email or is there a history of what limits were set up and when for us to review?
Do I understand correctly your casino account was blocked?
I'll wait for your reply.
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1 year ago
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Hello Tomas
Again, the casino refuses any communication. You do not provide me with the chat in which the limit was raised to 1600 euros despite the block. Also no list with the times of the deposits. The account is banned because I immediately banned it for problematic gaming behavior.
Since the casino does not respond to emails at all, you should try again or the casino will be listed as a dubious casino that does not allow any communication.
The situation is so clear.
Casino clearly confirms upon request prior to registration in chat that responsible gaming is respected and limits are offered. I sent you the transcript. Then I set a limit of 387 per day, which can be changed again and again within the day and is upgraded to 1600 euros. Any argument that I didn't have to deposit is not relevant here as I should never have done so as the limit was set to 387 and was also saved by the system. The limit was active. It should never have been changed. A clearer breach of responsible gaming is not possible. Why limit self-locking time-outs when they can be changed or canceled immediately in the chat without any waiting times and conditions. That's so unbelievable. There is no basis for the casino. I should never have deposited the money except for the 387 euros. I don't want to be refunded that amount either.
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1 year ago
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Good day
I really appreciate your work and your help. Nevertheless, I would like to see an active approach. All my previous complaints have been resolved in my favour. So I know exactly when I'm right. If you just ask the casino when they set the limit of 387 euros and all the times of my deposits. In addition, according to the transcript of the chat where the limit was increased several times up to 1600 euros, then all evidence is provided that the casino does not comply with responsible gaming. If the casino refuses to disclose these things, then we know that the casino doesn't want to reveal the truth. If the casino thinks they have done everything right, then there is no problem in sending the relevant documentation. If you refuse, I won't get any money back, but at least you can classify the casino as dubious due to a lack of communication, due to a lack of compliance with responsible gaming. Any reputable casino will provide the relevant documentation or return the money immediately because they respect responsible gaming. I think then these things would also have to appear in the evaluation.
I don't think we need to protect a casino that refuses to communicate.
One last question. Why should I open a complaint where I have absolutely no basis to positively dispute this complaint? Everything I say is true and can be substantiated by the casino without any problems. If the casino refuses, you must be prompted to do so, if you continue to refuse, the casino will be deemed untrustworthy. The casino always has the opportunity to prove the opposite of my claims. However, if the casino does not want to make evidence public, this is dubious. They've seen all my deposits, they've seen the chat that I'm asking about limits. If the casino passes on incorrect information, it must be classified as dubious.
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1 year ago
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No reply to at least 20 emails for 7 days. Chat plays along with the game. Always refers to emails. The casino is obviously extremely dubious and the consumer must be protected from this. Not responding to an email for 7 days is unacceptable. In addition, responsible gaming tools are not observed. Absolutely not recommended and the previous rating of 7.2 is misleading. If the casino does not change, does not refund deposits, the rating should be adjusted quickly. Just not responding for 7 days is worth a warning ⚠. Consumers must be protected.
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1 year ago
Dear misterM,
Thanks for your point of view.
First, please let me emphasize we currently don't consider deposit limits as a mandatory tool for responsible gambling in the casino.
Unfortunately, as of now, there aren’t unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely.
Secondly, we agree that if the casino offers a deposit limit it should work better, but if it worked while it was active and you still need to take an extra step to alleviate the limit, there is nothing we can do about it, we cannot penalize them if the deposit limit they have worked in this way. Nor we can ask the casino to implement a 24-hour waiting period or more.
I apologize, but without any additional evidence, we cannot confront the casino and help you with the requested refund. Please let me know if there are circumstances I overlooked, otherwise, I'll close the complaint.
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1 year ago
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Good day
So I've been waiting almost 7 days for an answer like this?
They don't seem to understand the problem at all.
I don't expect a bad rating from the casino as punishment, I expect a realistic rating. They rate Responsible Gaming Tools as "very good" in their review of the casino. The casino does not adhere to responsible gaming. So it can't be "very good". It would be VERY GOOD if it would also comply with the set deposit limits.
"Unfortunately, there are currently no uniform regulations that would apply to all casinos..."
Again, the casino increased a set limit several times within the set period. Do not you understand?
I set a limit, for example 7 days deposit limit 500 euros, after day 1 500 euros are already deposited. So now any deposit must be rejected by the end of the 7 days or at least a deadline (normally 24 hours) must be set for the increase. Because otherwise a deposit limit has no function at all and is pointless for responsible gaming. Then how can you state in your report that responsible gaming is "very well" implemented there?
Why set a deposit limit, which can be increased arbitrarily within the set period of time within 10 seconds? You have to understand that this falls short when it comes to responsible gaming. Or not?
"However, if it works while it was active and you still need to take an extra step to mitigate the limit, there is nothing we can do about it, we cannot penalize you if..."
The limit was increased to 1600 euros on the day, although a limit was set at 387 euros. Of course, you can't dictate what a casino should do or penalize, but you have to change your rating in Responsible Gaming if you still want to take your own ratings seriously. If you simply write reports that are not true, then please let your users know about it. *Note, our reviews are fictitious or something.
The last thing I have to say is that a casino that refuses any contact for 9 days must be classified as dubious. It's not a punishment, but if you take your own work seriously, you need to include that in your report. Communication with the casino is poor. You have to tell your users that.
If a casino offers responsible gaming and doesn't comply, you can't write that responsible gaming is "very good" at that casino.
I can only hope that you have now finally understood the problem. Close this case without changing these things in your casino review, ridicule your own work.
They would expose their reviews to ridicule.
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1 year ago
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What do you always mean by evidence? Should I always immediately collect evidence in every casino because I might need it at some point? Are you serious? I would have enough evidence if the casino didn't block my account or deny me all information about deposits, limits, chats??? What should I do? call the police? There's nothing I can do other than ask the casino for these things, is there? However , the casino refuses any communication . So what's your point with the evidence? Incomprehensible.
Before registering, I asked in the chat whether the casino was reputable and had deposit limits, which was answered in the affirmative. They have the chat after all.. after the registration nothing was kept. So what else do you want please?
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1 year ago
Dear misterM,
I am sorry this is disappointing to you, but if you tried to deposit and weren't allowed to due to an active deposit limit, we would conclude the deposit limit worked.
Nowhere in the casino terms and conditions, there is mentioned that 24 hours is necessary for the casino to wait to lift the deposit limit after you ask them to do so.
This is how the live chat informed me about the deposit limits:
Such a deposit limit feature can be considered 'bare-bones', but it is a deposit limit nonetheless.
By 'evidence', I mean circumstances that would illustrate for example that you were informed of the 24h waiting period or any damning or unfair situation. Since we haven't received it from you we can't proceed to confront the casino. After taking into account all the circumstances of the case we don't think you are eligible for a refund. Since your account is already blocked due to gambling issues, we can offer you no more recourse.
If you don't agree with our conclusions, you have the option to file a complaint with the authority of the casino.
Please note the casino holds a license under Curacao Antillephone, and if you wish to file a complaint with the regulator about this issue, you can do so via email at certria@gaminglicences.com
I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into issues with any online casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
