BetSofa Casino - The player's wager limit was not working.

Dear Team,

on the 27. of July 2022 I set a wager Limit over 1CAD per day. 

Betsofa Confirmed the Wagerlimit is set and they confirmed via Email (Attached) I would be not able to decrease the limit the next 7 days for protection reason. 

In they terms its nothing written regarding the rule of the wager limit, so I trusted the email. 

I had a pending withdrawal over 1800CAD. 

Next day in the chat I ve asked to remove the limit of course I would like to continue gaming. They chat confirmed it will be possible to remove it after 3 days. 

On the 31.th of July they removed the limit from the side, I never confirmed special and also to be aware about the consequences, also I did not read the chat proper I ve trusted still the Email. 

I was able to play on the 31th of July my pending withdrawal and also I deposit more then 3200CAD and loss them. 

I raised a complaint to my Casino VIP Account manager that I am serious unhappy because I received and confirmation with different informations. 

She promise me she will have a look in this case, but honestly she did not really care. 

She confirmed they had technical difficulties and now its fixed (Of course 7 days) not a days earlier. 

I asked them to refund the money. They did not, also they don't wanna know anything about it. 

I am seroius schoked how Betsofa Casino is handling such an important topic and a casino who is one of the best on the market. 

Also they confirmed they had technical problems and of course confusing different confirmation by email and chat, but the costumer had to pay it is unbeliable. 

I want the funds back what I was speeded 2 days earlier as they confirmed. 

Thanks for your support. 

Hello Basel999,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetSofa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Was your balance purely real money or bonus money as well? Can you please forward all the communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Guten Abend Nick,

vielen Dank

Ich habe dir die gesamte Kommunikation mit dem Casino / Also der WhatsApp Chat mit meiner VIP Managerin und den Nachweisen gesendet.

Allerdings von meiner anderen Email Adresse, das ging einfacher.

Nochmals zum Festhalten:

• 27.08 habe ich ein Umsatzlimit von 1CAD pro Tag aktiviert
• Ich habe daraufhin eine Bestätigung vom Casino erhalten, dass dies erst nach 7 Tagen gelöscht werden kann zum Schutz des Spielers.
• Zwei Tage später habe ich im Chat gefragt ob man das schon früher entfernen kann, sie meinte beim ersten mal nach keiner Wartezeit beim zweiten mal muss man drei Tage warten.
• Ich habe noch nie ein Limit dort gesetzt und verändert, somit müsste es ja sofort gelöscht sein, was auch nicht stimmte und ich habe der Löschung nie zugestimmt.
• In den AGBs wird man auch nicht schlauer.
• Ich Chat sehen sie zudem, dass das Casino von Technischen Problemen spricht, allerdings nicht bereits sind das Geld zu erstatten.

Mein Konto ist verifiziert und ich hatte schon drei Auszahlungen.

Besten Dank für deine Unterstützung.

LG

Basel999

Hello Basel999,

Thank you for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Basel999,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Casino Guru,

Please note that clause 33.2 of our Terms & Conditions state: " A decrease in the deposit limit will take effect immediately, but an increase can only occur after a 7 (seven) day cooling-off period".

Furthermore, the Responsible Gambling section always provides information on wager limits.

As soon as a Player received his first confirmation from us, he contacted our live chat and asked about wager limits. Accordingly, our customer support team has confirmed that a Player can only change wager limits after 3 days. 

Afterward, a player inquired about wager limits a second time. Our customer support team responded with the same reply that wager limits are set for 3 days.

Each of the following confirmations stated that wager limits will be in place for 3 days after the first confirmation. Accordingly, the Player was fully aware of the limits set up. 

Please see the proof of the chats attached.

Best regards,

Betsofa Casino Team

Liebes Casino Guru Team,

Ihnen liegen die Beweise vor, das Betsofa mit schriftlich bzw. via Email eine Bestätigung gesendet hat, nach dem das Einsatzlimit erst nach 7 Tagen geändert werden kann.

Im Chat wurde dann von drei Tagen gesprochen.

Somit sind die Informationen irreführend.

Ich hoffe nicht das ich Betsofa die Beweise senden muss.

Ihr VIP Managerin hat zudem zugegeben dass es technische Schwierigkeiten gab und jetzt wurden die Limits alle auf 7 Tage angepasst.

Also sie bestätigen mir etwas schriftlich, was sie dann im Chat wieder ändern?

Was ist das?

Willkür????

Besten Dank für Ihre Erklärung.

Casino Guru habe ich den Gesamten WhatsApp verlauf sowie die Beweis Email gesendet, dass Sie das Einsatzlimit erst nach 7 Tagen ändern können.

Basel999

Ach und noch etwas, das Einsatzlimit wurde nach 5 Tagen geändert, also nicht wie behauptet nach 3 Tagen. Also stimmt hier überhaupt nichts mehr. Das Casino schafft so kein Vertrauen.

Dear Betsofa Casino team,

Thank you very much for your cooperation. May I kindly ask you to provide us with more information?

1. Could you explain why the limit was changed sooner than he was informed in the confirmation email?
2. Could you explain why the information in the confirmation email differed from the info he received from the support?

Dear Casino Guru!

At the time when the player received the email confirmation, our technical specialists were updating the automatic mailing for players requesting a limit change. 

Due to the fact that the email confirmation was sent directly at the time of the technical works, the player received an un-updated notification. 

However, as we mentioned above, the player contacted us directly via live chat and was correctly informed by the chat agent about the wagering limits, as our customer service agents were already working according to the updated information at that time, but technical work was still ongoing. In addition, the player was provided with all the necessary information that was written in their player profile when changing those limits. 

Best regards,

Betsofa Casino Team

Also soll ich für den Fehler der technischen Arbeiten bezahlen!!! Keine Info an den Kunden das arbeiten statt finden!!!

was ist das für ein Casino???? Unglaubwürdig und irreführend!!! Und das für eines der führenden Casinos!!! Die sehen ja nicht mal ein dass es Fehler passiert ist.

Dear Basel199,

we have finished with examination and evaluation of the case. Unfortunately, we believe that you are not entitled to receive the refund. Although there was a technical error that might cause a misunderstanding, you still could receive valid information from support, and you still carry partial responsibility for your gambling. Be aware that responsible gambling tools are for the players who control their gambling and just want to play responsibly. If you struggle with a gambling problem, the casino is obligated to close your account as soon as possible. 

In concluding the information above, I am forced to reject the case. You have full right to disagree with our decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru