The player from Sweden is questioning responsible gambling tools. Her loss limit hasn't been activated. As the responsible gambling tool isn't mandatory and the casino didn't provide any solutions in reasonable timeframe we were forced to reject the complaint as unjustified.
CasinoWinBig - Player questioning the responsible gambling tools.
Amount: €8,600
CasinoWinBig
Safety Index:LowSafety Index
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3.7
CasinoWinBig has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi. In January I won a lot of money and on Friday night, coming back with dates, I therefore set a bet limit at the casino of 5 euros / month to secure my winnings for myself. Next dah I had totally forgotten it when I play at many other casinos. I could still play my money in my casino account despite betlimit. I have now for 6 weeks tried to email them and received 2 answers throughout this time that they looked at the case. After that, they probably template about 20 times but have not received any response! I have mentioned that I want the money back in my casino account but no answer! D3 weighs find a solution and contact me! Should as far as possible send proofs and emails from me and a couple from them.
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2 years ago
Dear Miriam,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please clarify when exactly you set the loss limit? Do I understand correctly that you have set it via your account?
Also, would you be so kind as to clarify how much money you managed to lose after setting the loss limit?
Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hi. I set my bet limit on Friday 7 / 1-2022 late in the evening, the correct limit is 50 euros (probably wrote wrong before) the next day so I could still lose everything I had left. We are talking about a lot of money, around 8600 euros. I have screenshots from it. Today I went into my account on winbig and suddenly I could not find anything on the transaction history, it was blank, so I contacted the chat who said that I can send an email to get it so I did. But there is something wrong! Where can I submit screenshots? Thanks so much.
Mvh Miriam
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2 years ago
Thank you very much Miriam for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Miriam,
I have looked at the case and the evidence you provided and will try to help you from now on.
I would like to invite the CasinoWinBig representatives into this discussion and ask why the loss limit wasn't working as Miriam expected it to. We would like to ask for the explanation of the situation.
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2 years ago
Translation
Hi. To clarify, it was a bet limit. In addition, it is suddenly not possible to see any transaction history at the casino either. I have been able to do that a couple of weeks after I set the bet limit. But when I start to question properly, I can no longer see that history. Chatted yesterday with someone who said I can email them
. Which I did to get the transaction history and my limit. Still no response from them.
Thanks for any help.
Mvh Miriam
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2 years ago
We would like to ask CasinoWinBig to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Dear CasinoGuru representatives,
Thank you for your cooperation.
We are now investigating the case and as soon as we have more information from our high management, we'll let you guys know.
Kind Regards,
The CasinoWinBig Team
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2 years ago
Dear CasinoWinBig Team,
Do you have more information from our high management? We are awaiting your reply.
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2 years ago
Translation
Hello. Just want to clarify that I expect from casino winbig that I get back the remaining amount into my casino account. Thanks for any help.
Mvh Miriam
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2 years ago
Hi, Miriam and CasinoGuru representatives,
Apologies for the late reply.
The case is still under investigation by the high-management department of CasinoWinBig.
As soon as we have a resolution, we'll make sure to update the thread.
Kind Regards,
The CasinoWinBig Team
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2 years ago
Translation
To casino winbig's top management. It has now been 2 months which I find most remarkable !!!! Now you can solve this immediately !!!
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2 years ago
Hello Miriam,
It seems we will not be getting any meaningful reply from the casino representatives any time soon, they are repeating the same excuse every time we ask them.
Unfortunately, there aren’t unified regulations when it comes to responsible gambling, that would be applied to all casinos and player protection tools are managed by casinos exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and sadly, some casinos operate without them completely.
I apologize, but we cannot punish the casino if it isn’t able to set the limit as you expected, to protect you. Please let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.
