Casino MaxCazino - Player’s criticizing Responsible Gaming practices.

Hello

I decided to put a deposit max on 20 dollars on this casino since Im a problem gambler. I contacted livechat and he told me to reply to a mail to confirm the limit.

After a countless number of times telling him that I got no e-mail from them and I needed him to set the limit right away since I couldnt stop depositing , he keeped ignorring my requests. I asked him again and again to set the limit for me, but he told me he needed me to eply to his mail before he could do it - a mail that I never recieved. He keeped deny my reqests and meanwhile I keept loosing more and more money.

I have attached the chatlog I had with the operator together with some profil informations.

Thank you

Dear flowplowlow,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you checked the spam folder for emails from the casino? If you haven't received anything, did you try to request proof of those emails being sent to you?

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

If you read the chat-log you can see, that I told the chat-operator that I have looked everywhere - also in my spam-folder.

I have just sent a mail to casino about proofs for senting those e-mails. I will sent them to you as soon as they reply.

Thank you very much, flowplowlow, for your reply. Please keep me informed and forward any relevant communication to petronela.k@casino.guru once you receive it from the casino.

Hello.

I have sent all the e-mail communication I had with the Casino to petronela.k@casino.guru 

I have also sent the screenshots the casino provided. Screenshots that they claims is a proof of senting me those e-mails. I did never recieve those e-mail and I told them that over and over again - see the chat-logs that I have sent. Please read the e-mail communcation carefully cause this really show us how this casino care about responsible gambling.

I did not recieve those e-mails. Its fine that they sent a screenshot with a vlosed eye as a proof that I saw their e-mail, but its simply not the truth.

I can easily show a screenshot of my inbox showing, that I did not recieve those mails. If you look in the chat-log, I told the chat-operator that over and over again, but was completely ignorred; the only thing working for her was to reply to a mail, that I did not get. If she could see that I have read thise e-mails, then why did she not tell me that, when I was chatting with her? Not ONE time did she mention that.

Why should I lie about it, when the only thing I wanted in that moment, was to get a limit set? It makes no sence.

Also, according to their terms; they do not write anything about customers have to reply to a mail to get a limit set. When i talked with the operator he never mention that I could just sent them a mail to get the limit set… the only thing that would work was to reply to one of her mails; mails that I did not have any possibilities to answer.

As you can see in the e-mail communication I had with them lately, I asked multiply times, why they could not do an exception, when it all was about responsible gambling. Their reply was… we have internal rules, that forbid ud to set limits without the customers reply to a mail. In my eyes such internal rules, that are not mention in their terms, does not follow the codex of responsible gambling.

According to your quistion about blocking my account, they told me to sent a mail with some informations after I had lost the money. The deposit limit was still not set at that time. What I dont understand is; why can I easily close an account with senting an e-mail to them, when it was not the case, when I wanted to set a deposit limit? It makes no sence.

Thank you very much, flowplowlow, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello flowplowlow.

After examining all the evidence, we believe your refund request is not justified.

I am very sorry that you are a problem gambler. It bothers me that you didn't mention anything like that to the support operator in your live chat session.  

Nowadays, many casinos outsource even whole departments, like support. These people don't have access to the crucial casino systems and can't make changes to your account. Because you didn't admit that you were a problem gambler during a live chat, responsibility for depositing was on your side. I understand that you mentioned several times that you didn't receive the email from the casino. Still, it is not an obligation from the casino side to set this limit immediately for you.

I am very sorry, but we can't do more for you in this case.

I strongly recommend you seek help.

https://casino.guru/problem-gambling-help-centers

Im shocked!! Casino Guru are not helping the players anymore, but the casinos! The higest rated casinos in here have nothing to fear since Casino Guru help them every time!

This casino sent you a screenshot abd then everything i fine… I have used hours to create the complaint and then you just close it with that comment! I will never ever recommend anyone to use your service! I will go stright to Casinomeister who actually help the customers!

please close my account!!!

Look at the chat-log again!! Its pretty clear that the operator had access to the casino!

If I come to the bar and drink a few beers and then say give me the last one, and after drinking it ask for another last one, and another ... and later on say hey I am drunk you didn't listen to me when I said that it was the last one and now I want a refund. What do you think will happen? (most likely, they kick me from the bar)

On the other hand: If I tell to the bartender, please do not give me another beer. I am an alcoholic, and I can't drink too much that is a different story.

You didn't mention your addiction to the live chat. 

You didn't ask for closing the account.

You were constantly only saying that you didn't receive the email from the casino. (casino has proof that they sent the email four times, and one of the emails was opened by you)

You can go to other mediators, just please write to me if somebody will close the case in your favour. (you can reopen the complaint or use my email)

Because of all written above, we are closing this complaint as unjustified.