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Good evening, 

I recently joined Asino Casino, initially I had an excellent gaming experience and I like to set deposit limits so as not to overspend. Initially these limits were adhered to, the final one being $500 a month, however my request was not carried through and instead a casino support agent removed this limit which I did not ask them to do.

They willingly and unconscionably removed the limit without my authorisation and accepted my deposits which should have been refused. I am seeking a recourse for my lost deposits and a request for a return of the money spent above $500 a month limit. They were told to keep a limit and removed it and, knowing the nature of gambling, did so to gain an unfair advantage and rob me of funds they knew I did not intend to spend and for which they were on notice.

I would like to seek a recourse for this and am willing to accept $4000 as a refund before taking the action of disputing the transactions with my bank.

I emailed my VIP manager to notify her that this had an occurred and asked to close my account and for a refund. It looks as though my account has been closed but she has not responded to a single email request for a refund for the money spent above my set limit.

Thanks,

Deanna

Dear de_sasterous,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve encountered. To assist you further, I’d like to ask for some additional details so we can better understand the issue:

• Could you confirm if you received any written confirmation or communication when you initially set your $500 monthly deposit limit?
• When the casino removed your limit, did they notify you in advance or provide any explanation?
• Could you provide copies of any correspondence you’ve had with the casino, especially your VIP manager, regarding the removal of the deposit limit and your refund request?
• If you have any relevant evidence, such as email exchanges or screenshots confirming the deposit limit or your communications with the casino, please forward them to veronika.f@casino.guru so we can review them and address the matter with the casino.

Your cooperation is vital for us to advocate effectively on your behalf. Without the necessary details, we won’t be able to proceed with the case or resolve the matter as efficiently as we would like.

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

Hi Veronika,

Thanksfor your quick response.

In answer to your questions:

1. I can confirm that I received a message response to confirm that my limit was placed through support chat.
2. No explanation or notice of the removal of the limit was given, it was just taken off.
3. I have an email exchange I will forward you to/from the VIP.

I have received a response from the VIP manager now. She has indicated to contact support about the refund which I indicated for a $5000 refund not $4000 as this is effectively half of what was spent after the limit was taken off, but I will forward the email email to you which indicated they are aware of the issue and are working to fix it.

I am waiting for a response from support at this stage.

Should I wait to hear back from them before proceeding?

Thanks!

And sorry my email to support has indicated $5000, not $4000 as I noted to you and the VIP manager.

A further update, support have contacted me to confirm a refund will be issued but I am waiting for them to detail the amount. As such I will hold off on pursuing the complaint until I hear back again.

thanks!

Dear De_sasterous,

Thank you for bringing this matter to our attention. We deeply regret the inconvenience caused by the removal of your deposit limit, which resulted from an error made by one of our support agents. This mistake was not intentional, and the agent has since been instructed on the proper procedures to prevent such issues in the future.

After reviewing your case, the relevant department calculated that the refund amount, considering your winnings since the limit should have been in place, totals 2,751 AUD. This amount has already been communicated to you by our specialists.

Regarding your concern about communication, we have also reviewed your interactions with your VIP Manager and found that your account was closed upon your request. Additionally, your VIP Manager responded to your inquiries, including providing details about the refund process.

We value your feedback and take such matters very seriously. Please accept our sincere apologies for this situation. We are actively working on the refund procedure for the specified amount, and our team will keep you updated throughout the process.

If you have any further questions, we will be happy to assist you.

Best regards,

Asino Casino

Just noting that I have been now emailed by support and am only just querying the calculation of the refund but other than that I cannot fault their response, they have been great in answering all my questions and addressing this error which has caused me such distress. Once I confirm the calculation is right I’ll just wait for the refund.

Thanks for your help and for being very forthcoming Asino Casino.

Dear De_sasterous,

Thank you for sharing your update. As for the calculation of the refund amount, 2,751 AUD was determined based on your gaming activity and winnings during the period when the deposit limit should have been applied. Should you have any further questions or require additional clarification, please don’t hesitate to reach out.

We are grateful for your patience and understanding as we finalize this matter.

Best regards,

Asino Casino

Thanks Asino, I just wanted to clarify if this included deposits made on 20 January (Aus time) as well, as this was part of the period when the deposit limit should have been applied?

Thanks for answering all my questions,

Deanna

Dear Asino Casino representative,

Thank you very much for getting in touch with us and assisting the player with her problem.

Dear de_sasterous,

Could you please indicate if there has been any progress since you last communicated with the casino in this thread?

I have received an email to confirm they have processed my refund and confirmed how it was calculated however I am just waiting to receive it to my bank account.

Hopefully this will come through soon,

Deanna

Thank you for your reply. Please note that usually, we recommend players wait up to 14 days for the payments from the casino to appear in their bank account. If you do not receive your refund by February 10, kindly let me know and we will continue with the investigation.

Thank you Veronika. I can now confirm I have received the refund, thanks for all your help.

Deanna

Dear de_sasterous,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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, 

Veronika Fritz 

Casino.Guru