The player from Spain has a history of serious gambling problems and is currently self-excluded. He expresses concern that his deposit limits at Codere.es have been raised to an unusually high amount without his request. He seeks guidance on how to file a complaint.
Codere Casino AR - Player seeks to complain about account limits.
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Current status
Waiting for player to reply
5d 2h 46m 37s
Codere Casino AR
Safety Index:Very highCase summary
Discussion
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1 week ago
Translation
I've had serious gambling problems. I've been on self-exclusion and have returned several times. I currently bank with Codere.es. I traditionally have very high daily, weekly, and monthly deposit limits (around 100k) that I've never changed or requested be so high... they've raised them just because they felt like it. Where can I complain?
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6 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 days ago
Dear Spanoulis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the online casino.
To better understand your situation, could you please provide more details? Here are some questions that may help clarify your case:
- Could you please confirm that you are now able to log in to your account?
- When did you first notice the increase in your deposit limits?
- Have you contacted Codere.es regarding your self-exclusion and the raised limits?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
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6 days ago
TranslationYes, I can log in now, but my account is in the process of being closed, so soon I won't be able to anymore. The limit increase was implemented in October 2017. I didn't request it, and they have no proof that I did. Since 2017, I've been self-excluded twice. Two months ago, I reactivated my account and found these very high limits. Yes, I've contacted them about this, but they're ignoring me.
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2 days ago
Dear Spanoulis,
Thank you for reaching out and sharing your concerns.
Please understand that casinos are generally allowed to set deposit and withdrawal limits at their discretion and may adjust them based on a player’s level or profile. This is part of their internal policies and cannot be objectively assessed by us, which means we are not in a position to penalize the casino for such adjustments.
As long as the casino has adhered to the limits according to your player level, has successfully processed your self-exclusion requests, and has followed the established rules, unfortunately, we are unable to assist with this matter.
If there is any releveant evidence that would support you case feel free to send it to me to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
