The player from Germany complained about Oscarspin Casino, where he had set a deposit limit of €80 that did not function correctly, leading to excessive deposits. After self-exclusion and multiple communications with the casino, they initially acknowledged their mistake and offered a refund but later refused, claiming he was a 'net player'. He sought clarification on the casino's responsibility regarding deposit limits and their player protection practices. The complaint was declined after review because deposit limits were not mandatory tools, and the player was able to place bets, accumulate winnings, and withdraw funds. It was concluded that refunding deposits alongside retaining winnings would be unfair, so no compensation was enforced.
Oscarspin Casino - Player requests refund after deposit limit failure.
Unjustified complaint
Amount: €313
Oscarspin Casino
Safety Index:Very highCase summary
Hello,
I regret to inform you that I must file a complaint against Oscarspin Casino.
I had been playing at the casino and had even won some money. At some point, I set myself a deposit limit of €80 per month.
Unfortunately, this deposit limit did NOT work. I was able to deposit significantly more money. To protect myself, I properly excluded myself from playing on the website.
I contacted the casino and requested a refund for the deposits that exceeded my limit. The casino repeatedly admitted its mistake, both in live chat and via email. They even offered me a refund.
Unfortunately, I recently received feedback that they will not refund my money because, according to them, I am apparently a "net player." My withdrawals apparently exceed my deposits. If this is the case, then it will certainly only be a small amount.
I consider this practice unfair, as the fault clearly lay with the casino; if their deposit limit had worked, I would not have been able to gamble away this money in the casino.
I would like to hear the Casino Guru team's opinion on this matter, and I would also like a statement from the casino explaining how such errors can occur. In my opinion, player protection is paramount. I also question whether the "error" with the deposit limits was intentional.
I will gladly provide evidence.
Kind regards and many thanks
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Dear Samsam213,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding Oscarspin Casino.
To better understand your situation and help resolve this issue, could you please clarify the following:
- Do you have any communication or documentation from the casino that shows that the deposit limit was successfully activated?
- Can you provide the exact dates when you attempted to set the deposit limit and when you exceeded it?
- Could you please share any proof that you deposited more than the set limit?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello,
I set the deposit limit directly in the casino, not through support. I have a screenshot of the deposit limit; it was €80 weekly, not monthly. I wrote that incorrectly earlier, sorry!
The screenshot shows the active deposit limit.
The limit was set on December 4th at 11:04.
I can also provide a deposit history.
The casino itself admits its mistake but refuses to refund my deposits because my withdrawals exceed my deposits. I can also send you screenshots from live support and emails in which the casino admits its error.
I have all the evidence in the form of screen videos and screenshots.
Kind regards and many thanks
Hello Samsam213,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you very much for your reply, Samsam213. Could you please forward all relevant correspondence between you and the casino, as well as any other supporting evidence, to [email protected]? I understand this may take time, so I appreciate your assistance.
Hello,
I have submitted all the required information.
Kind regards and many thanks!
Dear Samsam213,
Thank you once again for sharing these additional details. I truly understand how frustrating this experience must have been, especially considering the efforts you made to protect yourself.
However, after a careful review of your case and the available information, we regret to inform you that we’re unable to proceed with your complaint.
While we take responsible gambling matters very seriously, we are unfortunately unable to enforce compensation requests related to responsible gambling tools. These tools are not mandatory, and casinos are permitted to implement and manage them according to their own policies.
Although we understand that technical difficulties may have occurred, you were able to place bets, accumulate winnings, and successfully withdraw funds from your deposits. Under these circumstances, requesting a refund would create an unfair advantage, as no casino would allow a player to both retain winnings and receive a refund of the deposited funds.
We’re truly sorry we couldn’t help you further in this case. Thank you for your understanding.
Best regards,
Kristina
Casino.Guru Team
