The player from Switzerland faced issues with CasinoGuru, where support was unhelpful regarding a mistaken 6-euro bet made instead of 5 euros after multiple deposits and losses. Despite promptly contacting support, he received vague answers and was frustrated by the lack of resolution and understanding regarding fair play policies. The issue was resolved when the player’s bonus expired, allowing him to access his deposit, which led to the closure of the complaint.
Vegas Now Casino - Player is frustrated with casino support.
Resolved
Our verdict
Case closed
Amount: €147
Vegas Now Casino
Safety Index:LowCase summary
Discussion
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9 months ago
Translation
Dear CasinoGuru Team,
Unfortunately, I have a problem with this otherwise very good casino and the support doesn't want to help me.
I have made 7 deposits in this casino since October, but unfortunately I have only lost so far because the KYC has not yet been requested. On Friday night I played there again, deposited the minimum amount twice with a 150% bonus that can be used multiple times and unfortunately lost. Then another 51 euros and my account balance was just under 150 euros.
Unfortunately, I made a mistake and accidentally bet 6 euros instead of 1 in a live game. As soon as I made the mistake, I contacted the live chat and said that I would of course accept if my bonus was deleted and I played with the 51 euro deposit. The agent did not seem to understand exactly what my problem was and just said that there was nothing they could do. My question as to whether they were seriously unwilling to adjust the balance was ignored, which is why I decided to summarize the problem again by email.
The casino only gave evasive answers to my questions and also gave me the wrong information via email: if I delete my bonus myself I can continue playing with my deposit. When I asked for a screenshot showing my real money balance of 0.0, there was no response.
I asked about it in the chat and the casino talked (I'm attaching this) about fair play and that they didn't want to help me.
So now I have to lose 51 euros of my deposit (the loss of the bonus is painful enough) because I accidentally selected the wrong chip (I play on my mobile and the chips are very small, especially in live casinos, it's easy to click the wrong button and I noticed it straight away, but it was already too late to take the bet back).
It is also a fact that in almost all casinos in Dama it is not possible to place a bet that is higher than the bonus allowed. And if it does happen, does the casino profit? If someone deposits 1000 euros instead of my 51, is he punished even though the casino can technically prevent such a mistake.
It can't possibly be fair play if you don't prevent a mistake technically and if a player notices it straight away, you don't help him. I'm honestly surprised by Dama and would never have expected such uncooperative service. You could have said "Okay, you contacted us straight away, you didn't say you won with the increased stake and it was only 1 euro more, we'll accept that once" but I understand if you don't do it. The fact that you then delete the bonus amount is annoying for the player, but I don't think it's right that you're not even prepared to do that and let the player lose their deposit and I really hope you see it that way too.
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9 months ago
Dear hugbearli,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Have you made only 1 bet over the allowed 5€ limit? Was it a winning bet or a losing bet? If it was a winning bet, please specify the amount you won.
Which live game were you playing?
What is the current balance in your account?
Were you playing with your real money deposit or with bonus money when you breached the maximum allowed bet? According to the Bonus Terms, when playing with a bonus, real money gets used first.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Translation
Hello Veronika,
Unfortunately, once again, the attachments were not included. I am attaching them again. There you can also see the bet in the live game "Mega Wheel". I had the presence of mind to take a screenshot so quickly that it was too late to take back the incorrect bet.
As you can see, I originally wanted to bet 1 euro on the number 1 and 3 euros on the number 2, and then I decided to increase my bet on the number 1 to 2 euros. In doing so, I hit the 5 euro chip and so instead of 2 euros there were 6. At that moment, the already short time in which you can place your bets was over.
This was of course the only bet over the permitted 5 euros, I normally play up to a maximum of 2 euros and 90% of the time slots with a maximum bet of 50 cents, because with live games the turnover is usually not counted towards the bonus turnover.
Profit/loss: The mistaken 6 euros were a loss, the number 2 came up, which turned the 3 euros I had placed there into 9 euros. (With the 1, the stake is doubled, with the 2, it is tripled, with the five, it is quintupled, etc.).
I didn't have any real money left, so I used the bonus money to wager. That's also the reason why the solution suggested by the casino agent, "Delete the bonus," is not possible. As you can see from my attachments, my account balance was 146 euros at the time of my mistake, which was in profit.
Unfortunately, the support doesn't seem to be particularly well trained. I got the same answer again last night, that I should delete my bonus and then continue playing with real money, which isn't true because the real account balance is 0 and the bonus account balance is 147. I showed the agent a screenshot of this beforehand, but I still get the same answer 🙁 Apparently there is no way to forward such simple problems to the manager so that they can carry out an investigation if the standard processes and solutions (letting the user delete the bonus themselves) don't work.
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9 months ago
The screenshot from your gameplay shows that you made a bet of 9€, not 6€.
Have you canceled the bonus in the meantime as suggested by customer support?
Could you please request the casino customer support to send you the entire gaming history in Excel format from the day you made the one bet over the maximum allowed limit? As soon as you receive it, kindly forward it to me at [email protected].
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9 months ago
Translation
Hello,
I don't know how this rule is normally interpreted, I said "6 euros instead of 5 euros" because I assume that this is meant per tip/number, but I'm not 100% sure about that, which is why I only bet the maximum amount per round on live slots. That's how it would have been here with 3+2 euros 🙁
You can view your last bets in your customer account. Since I haven't placed a bet since this error, would this Excel table be empty? I'll upload the chronological overview here. If you really want to see the entire game history before the error, please give me a quick note.
Kind regards and have a nice week!
David
/// Edit: Okay, this is very surprising but despite my real balance being 0 my bonus has expired, but I got the 51 Euro deposit back and can now use it. It's a shame the live chat said "bad luck" and to be more careful but luckily you can close my complaint! 🙂
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9 months ago
Dear hugbearli,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika Fritz
Casino.Guru
