The player from Germany is enquiring about a refund since deposit limits, requested in sister casinos, haven’t been enforced. We rejected the complaint because the player didn't respond to our messages and questions.
Betroom 24 Casino - Player’s requesting a refund.
Amount: €250
Betroom 24 Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
Betroom 24 Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
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
Automatic translation:
Public
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2 years ago
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
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2 years ago
Translation
Hello, yes I had a deposit limit set at several casinos in this group and I was still able to deposit there.
Automatic translation:
Public
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2 years ago
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?
