Onlywin Casino - Player finds deposit limit ineffective.

Hello

i registered on only.win casino few weeks ago. After registration shortly i set weekly and daily deposit limit to 200$. Today i made rush decisions and after loosing $200 increased deposit limit ( i knew that it was supposed to take 14 hours for the limit increase to take an effect) unfortunately system let me to deposit right away $150 after loosing $150 i increased deposit limit again twice and ended up depositing and loosing $750.

whats the point of deposit limit if it can be changed right away.

I am attaching screenshots from the chat with agent.

thank you

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Onlywin Casino. I have checked the responsible gambling section of the casino and found the following information:

7. LIMITS

7.1 Players can set deposit limits to control the amount they deposit over a specific period by requesting our support team [email protected] or by technical adjustment in the player's profile. These limits can be applied for daily, weekly, or monthly periods.

7.2 Once a deposit limit is reached, the player will not be able to deposit additional funds until the limit is reset. Reducing a deposit limit takes effect immediately.

7.3 Increasing a deposit limit is subject to a mandatory seven-day waiting period before implementation, ensuring responsible decision-making.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise how you initially applied the limit - by contacting support or directly in your player's account?  
• Were the adjustments made the same way? When exactly did you increase the limit?
• Could you please share any supporting evidence, such as your deposit/transactions history, and confirmations of the $200 deposit limit application and further increases? You can attach the screenshots here or send the requested evidence to my email [email protected].

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Hello Natalia

Thank you very much for getting back to me. In the attached file you can find transaction history.

i increased limits from 200$ to 1000$ and was able to make deposits right away. In the end i removed the limits and it took effect immediately. You can also see the screenshot from chat with an agent where agent is confirming my limit increases.

as agent explained if i set new limit it takes effect immediately. In that case responsible gaming and limits don’t make any sense.

Please let me know if there is anything else that would be needed

best regards

G.

I made limit changes on the website by myself. In my account through responsible gaming section

Dear player, thank you for your response. Do I understand correctly that this incident took place on October 1?

Could you please share a screenshot showing the deposit limit settings in your account? If there’s a history of adjustments, please include that as well.

Additionally, if there is any further communication between you and the casino that you haven’t shared yet, please attach the screenshots here or send them to my email address [email protected].

Thank you for your cooperation.

Hi Natalia

thank you for your response. Unfortunately there is no history of limit changes but as you can see casino representative confirmed the limit changes in the chat. I already attached that screenshot. I didn’t have any communication after that. Yes it took place on 1st of October. I changed limits 3 times and deposited right away. In the end i removed the limits.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Gdd577, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Onlywin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the deposit limit settings and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello Matej

as i mentioned above above i had limits set. After i reached limits i increased it and i was able to deposit right away, then i increased it again 2 more times and i was able to make deposits. I contacted casino couple days ago again and agent said that it was my responsibility. Only

casino is not honest with its clients, what is the sense of having limits if i can change it immediately and deposit more.

Hello Matej

this is the response i received from Casino by email. I really don’t get what kind of sense does it make to have limits of you can increase it immediately.

Hello Giorgi,

Thank you for sharing your concern. We’ve reviewed your case in detail, including the system logs related to your deposit limit change.

According to our records, the increase to your weekly deposit limit was made voluntarily from your verified account interface. Once confirmed, the system automatically applied the new limit immediately. This process fully aligns with our Terms and Conditions, which you accepted upon registration.

Our Terms do not include any provision for a waiting period before a higher limit takes effect. Specifically:

Clause 8.4 provides that reductions in limits take effect immediately.

Clause 8.9 states that the Operator has discretion over all limit changes - including the timing of their activation.

Additionally, no regulation under the Curaçao licence 365/JAZ requires a waiting period for deposit limit increases. The operator’s duty is to provide responsible gaming tools, such as deposit limits, time-outs, and self-exclusion, which were, and remain, fully available.

The change was submitted and confirmed directly by you through your account, and the system processed it automatically in line with the approved procedures. There was no manual override or deviation from the responsible gaming framework.

Based on this review, the deposit limit increase was applied correctly and in full compliance with both the Terms and regulatory standards.

They state different policies on their website. Please see tge attached file

Hi Gdd577 and Matej!

Thank you for your feedback! We will do our best to provide a detailed response and get to the bottom of this situation.

This submission is made on behalf of OnlyWin, in response to an allegation that the immediate implementation of a player’s deposit-limit increase constituted a breach of the Terms and Conditions or of responsible-gambling standards.

The allegation is unfounded in both fact and law. The player voluntarily amended their deposit limit through the authenticated account interface. The system processed that request automatically and immediately, in accordance with the Terms and Conditions accepted by the player at registration. Those Terms contain no provision requiring a cooling-off period or deferred activation for an increased limit. Clause 8.4 expressly provides for the immediate effect of reductions, while clause 8.9 reserves to the Operator discretion over all limit changes. That discretion includes the timing of activation.

No regulatory instrument applicable under the Curaçao licence 365/JAZ imposes any mandatory waiting period for limit increases. The operator’s duty is to provide effective tools for player protection—namely deposit-limit functionality, time-out, and self-exclusion facilities. These tools were, and remain, fully available. The player exercised one of those tools by raising the limit. The operator had no lawful or contractual authority to override that confirmed instruction once submitted and verified.

The increase was therefore a valid contractual variation initiated by the player. It did not arise from operator action, inducement, or technical error. The player’s subsequent losses occurred within parameters they themselves defined. Under general principles of contract and gaming regulation, a party cannot seek to void a voluntary modification simply because its outcome proved unfavourable.

For completeness, internal logs confirm that the transaction followed normal workflow with no manual override and no deviation from approved respons Gdd577 ible-gaming procedures. There is consequently no breach of contract, licence condition, or responsible-gaming duty.

Accordingly, the company maintains that the immediate application of the higher deposit limit was lawful, contractually correct, regulatorily compliant, and fully within the player’s informed control.

Best regards,

OnlyWin Team 

Thank you for the poetic attempt at "getting to the bottom" of the situation. Unfortunately, your response completely ignores your own Terms and Conditions, specifically Clause 7.3, which clearly states:

"Deposit-limit increases are subject to a standard seven-day waiting period."

The same clause mentions that earlier implementation is at the operator’s discretion only where the request is consistent with responsible gambling principles.

My increase was processed instantly and automatically with zero assessment, zero delay, and zero verification that it aligned with responsible gambling. If your position is that impulse-driven limit increases should be executed immediately without even a minimal safeguard, then the concept of a "limit" becomes meaningless. After 15 years of using online casinos, I have never encountered a platform where a deposit limit can be bypassed instantly — that completely defeats the purpose of setting it in the first place.

Your reply also claims there is no contractual requirement for a waiting period, while your own published policy says the opposite. You can’t declare "no provision exists" when Clause 7.3 explicitly establishes one.

If your argument is that your license doesn’t force you to apply responsible gambling standards or cooling-off periods, then it would actually be more honest not to offer deposit limits at all rather than present them as a safeguard and then allow players to override them instantly. Calling something a limit while making it disappear the second a player is vulnerable isn’t "responsible gambling" — it’s a technical illusion.

If you’re going to rely on "operator discretion," then you must also accept responsibility for exercising that discretion in a way that honors responsible gambling protections — not in a way that enables impulsive losses the moment a limit is reached.

This situation did not arise from any confusion about the policy. It arose because the policy was not followed.

I expect a response that addresses Clause 7.3 directly and explains why the standard waiting period was ignored in my case, and how triggering an immediate limit override aligns with any responsible gambling standard you claim to uphold.

I would like to thank the both parties for detailed responses.

Dear Onlywin Casino, like the player did before me, I would also like to ask about your rule 7.3 of your Responsible Gambling page, that states the following:

7.3 Deposit-limit increases are subject to a standard seven-day waiting period. The Operator may, at its discretion, implement the increase earlier where it is satisfied that the request was player-initiated, confirmed, and consistent with responsible gambling principles.

Can you please let me know why in this case the stated 7 days waiting period for deposit limit increase was not adhered to? And that brings me to my second question regarding the other sentence within the 7.3 rule: If the casino can decide to shorten the previously stated waiting period, what is the point of even having deposit limits as an option, and what checks are in place to ensure that players are protected? Thank you.

Dear Matej and Gdd577!

We thank you for your observations and the opportunity to provide clarification regarding the application of Clause 7.3 of our Responsible Gambling Policy, specifically concerning the seven-day waiting period for deposit-limit increases.

Clause 7.3 of our Responsible Gambling Policy provides that:

"Deposit-limit increases are subject to a standard seven-day waiting period. The Operator may, at its discretion, implement the increase earlier where it is satisfied that the request was player-initiated, confirmed, and consistent with responsible gambling principles."

This clause is designed to ensure a balance between player protection and player autonomy in managing personal gambling controls. It also establishes that the Operator retains limited discretion to apply an earlier implementation where the system confirms that the request has been made voluntarily and without any indicators of at-risk behaviour.

Following a detailed review of system records and communication logs, Onlywin Casino confirms that:

The deposit-limit increase was entirely initiated by the player via the Responsible Gaming interface within their verified account.

The player completed an obligatory confirmation process, which included submitting and verifying the change.

Under these conditions, and in accordance with Clause 7.3, the system recognized the request as a confirmed, player-initiated action and therefore processed it immediately pursuant to the discretionary provision within the same clause.

It is important to note that this was not an operational error nor a deviation from the responsible gambling framework. The system acted in compliance with the rule that allows implementation "where the request was player-initiated, confirmed, and consistent with responsible gambling principles."

The deposit-limit system remains an integral component of Onlywin Casino’s Responsible Gambling Program. Its objective is to allow players to proactively manage their gaming activity while ensuring protection against impulsive or excessive play.

Thus, while Clause 7.3 grants discretionary flexibility, its application is strictly controlled and monitored through the safeguards. This ensures that player protection remains central to every operational decision.

In summary:

The seven-day period referred to in Clause 7.3 serves as the standard rule.

However, discretionary implementation is permitted where the player’s request is clearly self-initiated and consistent with responsible gambling principles.

In this specific case, all conditions for discretionary application were met.

The Operator’s actions were fully compliant with both the Responsible Gambling Policy and the Terms and Conditions.

Onlywin Casino remains committed to maintaining transparent, responsible, and compliant operational standards and welcomes Casino Guru’s continued dialogue in this regard.

Best regards,

OnlyWin Team 

Thank you very much for the detailed explanation. Just to ensure I understand the above correctly, does it mean that within a fully verified account that has passed the KYC verification previously, any request for increase or decrease of deposit limits is automatically changed instantly and the whole process is done automatically via system, without the human intervention?

Hello Matej

i haven’t done KYC verification at onlywin.

with my gambling experience it doesn’t really make sense whatever casino representative is saying. their explanation doesn’t reflect responsible gambling practices

Dear Matej,

Thank you for your follow-up question and for allowing us to provide additional clarification.

In accordance with our Responsible Gambling Policy and the relevant provisions of the Terms and Conditions, deposit-limit adjustments are processed through a controlled and compliance-monitored system environment.

It is important to note that in this context, "verified" refers to the validation level required to enable responsible gaming tools and confirm the integrity of the account within operational and compliance parameters. According to the clause 7.2 of our Terms and Conditions, all transactions made where username and password and/or account number have been entered correctly are regarded as valid, whether or not authorised by the player.

Accordingly, when a deposit-limit modification request is submitted directly through the Responsible Gaming interface by a verified account holder, the system automatically evaluates and implements the change under the conditions described in Clause 7.3. The process is automated to ensure accuracy and consistency, yet it operates strictly within predefined compliance logic designed and supervised by the Operator’s Responsible Gambling and Compliance teams.

This structure ensures that:

every adjustment remains compliant with the Responsible Gambling Policy and Terms and Conditions

player protection and regulatory oversight are preserved at all times

automation serves the purpose of procedural integrity rather than risks of manual human control.

OnlyWin Casino continues to uphold the highest standards of responsible gaming, transparency, and compliance oversight across all operational processes.

Best regards,

OnlyWin Team 

Dear Onlywin Casino, thank you for the elaborate answer. I have read it twice now, and I am sorry to say that I am unsure what is the take out here.

From my understanding of the above, the system automatically applies withdrawal limits with no cool off period at all, as long as the account has been logged into correctly using the correct login and password. If so, that means the system is not following the casino's own Terms & Conditions, and has failed in player protection. If that is the case, the whole situation will have to be analysed as currently the casino is holding the "Fair & Safe" badge, which is incompatible with the current situation - if I got it right. Can you please let me know if I misunderstood your post? Thank you.

Hi Matej & Gdd577!

Thank you for your patience and understanding! We have conducted a more detailed internal investigation, which involved several teams. Due to this, reaching a final decision and gaining a full understanding of the situation took a bit more time.

After careful review, we have decided to proceed with a refund for Gdd577.

We strictly adhere to all regulations and transparency standards, and we remain dedicated to maintaining fairness in our relationship with users. 

We also truly appreciate your contribution to improving our policies and procedures.

The funds will be refunded, and we will stay in touch here to inform the user about the refund procedure shortly.

Hello Matej

i have received money.

Thank you very much for your support and facilitation i am sure it would’ve been impossible to get money without your involvement.

best regards

Giorgi

Firstly, I would like to thank the Onlywin Casino for reconsidering the issue and I am hopeful that in the future the deposit limit cooldown will be adhered to, as it is an integral part of the player protection rules, that Casino Guru is built upon.

Secondly, dear Gdd577, I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Onlywin Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru