Casinohuone - Player’s requesting a refund.

Hey. I played on the casino room for € 1,000 on Wednesday. After that, I set a deposit limit of € 150 so I wouldn’t play any more. However, the deposit limit did not work and I also played € 1,000 today. When I went to the responsible gaming page after that I got an error code 404 pages not found. So the fault has been on the site. They claim I have never set a deposit limit and closed my account and will not refund me any money that has gone over the deposit limit. I also have a screenshot of the responsible gaming section that didn’t work today

Dear Jesse,

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 set up deposit limits in your account or requested them from the casino support? Have you completed the KYC account verification successfully?

If there’s any relevant communication, please forward it along with supporting evidence to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey. I have set the deposit limit myself. The deposit limit has not worked and casinohuone.com's responsible gaming page still doesn't work. When you go to the page you get an error message 404 pages not found. I also put kindred Group's mariacasino.com 6 months on the ice in June so I wouldn't play any more and my Unibet account was also frozen in June. It was also said about Mariacasino's support that other pages of the kindred Group should also be banned at that time. I will attach these attachments to my email

Thank you, Jesse, for your reply. I have checked the License Validator on the casino website, and this is what I found (here):

Could you please forward any relevant communication showing that you have self-excluded from Maria Casino and Unibet?

Hey. I can email attachments because they have my phone number and address

Thank you very much, Jesse, for the forwarded screenshots. Do I understand correctly that you have closed your Maria Casino account from July 2021 till 5th of January 2022? What was the reason? Have you mentioned gambling problem?

Yes

And as the customer service representative in the chat said, my account should have been closed at other casinos as well

One last thing, please. What was the reason to close your accounts?

That I wouldn’t play anymore because that’s a problem

Have you mentioned the gambling problem?

Yes. But aspa says the account should still be stuck in others when you freeze the account

Thank you very much, Jesse, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Jesse.

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

We are extending the timer by 7 days since we are still trying to establish a communication line with the casino team. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Jesse.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru