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In one of the casinos regulated by the DGOJ (www.todoslots.es) I have had a problem regarding the modification of the deposit limits.

The events occurred on February 2. User: Luiii22

First, I requested a reduction in my limits to € 50 per day, € 50 per week and € 50 per month. It was passed.

Once this amount had been played, I requested an increase of the same to € 100 per day / week / month and it was automatically granted (without meeting a period of 7 days as it was my first request for an increase, nor did the casino provide me with the responsible test).

What was my surprise, that by continuing to increase these limits they were automatically granted to me. I managed to increase the deposit limit of € 100 by € 100, until spending € 600. Said limits were accepted automatically, thus inciting compulsive gambling by the player and without respecting current regulations.

It should be noted that the responsible gambling tools on this website are very poor. They only let the player exclude himself for a maximum of 30 days or close his account, but they emphasized that he could reopen it whenever he wanted (I have a copy of the conversation with customer att.). I repeat that they incite compulsive gambling with these tools.

It is the first time that this situation occurs to me. In other casinos regulated by the DGOJ, they have ALWAYS provided me with the responsible gambling test and blocked the deposit increase (whatever the amount, as long as the player has made a previous decrease in the limits) until the deadlines are met.

I claim the refund of the € 600. A formal complaint has been made with the DGOJ.

A greeting.

En uno de los casinos regulados por la DGOJ (www.todoslots.es) he tenido un problema referente a la modificación de los límites de depósito.

Los hechos ocurrieron el día 2 de febrero. Usuario: Luiii22

En primer lugar, solicité una disminución de mis límites a 50€ día, 50€ semana y 50€ mes. Fue aprobada. 

Una vez jugado este importe, solicité un aumento de los mismos a 100€ día/semana/mes y se me concedió automáticamente (sin cumplir plazo de 7 días al ser mi primera solicitud de aumento, ni el casino me facilitó el test responsable).

Cual fue mi sorpresa, que al seguir aumentando estos límites se me concedieron automáticamente. Logré aumentar el límite de depósito de 100€ en 100€, hasta gastar 600€. Dichos límites fueron aceptados automáticamente, incitando así el juego compulsivo del jugador y sin respetar las normativa vigente.

Cabe destacar que las herramientas de juego responsable de esta web son muy pobres. Únicamente dejan al jugador autoexcluirse como máximo 30 días o cerrar su cuenta, pero me recalcaron que podía reabrirla cuando quisiera (tengo copia de la conversación con att. al cliente). Vuelvo a repetir que incitan al juego compulsivo con dichas herramientas.

Es la primera vez que me ocurre dicha situación. En otros casinos regulados por la DGOJ, SIEMPRE me han facilitado el test de juego responsable y bloqueado el aumento de depósito (sea la cantidad que sea, siempre que el jugador haya realizado una anterior disminución de los límites) hasta cumplir los plazos. 

Reclamo la devolución de los 600€. Se ha realizado una reclamación formal en la DGOJ.

Un saludo.

Dear Luiii22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested deposit limits? My email address is petronela.k@casino.guru.

I have checked the Responsible Gaming section, and this is what I found https://www.todoslots.es/juego-responsable:

„LIMITS OF DEPOSITS AND THEIR OPERATION OF OPERATION AND MODIFICATION.

As a player, you will have tools and options accessible in a simple and clear way through the web portal where you can voluntarily reduce as many times as you wish and without any restriction the authorized deposit limits as well as the time of validity of said limits, extendable in depending on the user's desire.

The moment you become a customer, the following default legal deposit limits will apply to your account. This is to limit the amount of money you can deposit in a certain period of time:

- € 600 per day.

- € 1,500 per week.

- € 3,000 per month.

If you request to increase the legal and predetermined income limit, you must answer the questionnaire on 'Responsible Gaming' established by the Directorate General for the Regulation of Gambling mentioned below:

You must answer YES or NO to the following ten questions:

• Do you often find yourself recalling past gambling experiences, planning the next time to play, and / or thinking about ways to get money to play with?
• Have you ever gambled more money than you thought?
• Do you try to control, interrupt or stop the game?
• Does trying to interrupt or stop gambling make you restless or irritable?
• Do you play to get out of trouble?
• When you gamble money, do you go back to gambling to get back the money you lost?
• Think you have gambling problems?
• Do you finance your gambling activity through family money, loan, counterfeiting, fraud or theft?
• Have you ever lost time from work or class due to gambling?
• Have you gone to someone to help you with your financial problems caused by gambling?

In addition, in the event that you pass the RESPONSIBLE GAMING questionnaire and you have not engaged in risky behavior over the last three months, you can request an increase in limits, which will come into effect within a maximum period of three days from count from the fulfillment of the two previous requirements.

The new limits will come into effect three days after the analysis is resolved with a positive result.

No increase in any legal income limit established by you may be requested until 90 days have elapsed since the last increase thereof."

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,

Petronela

Good morning, Petronela

First of all, thank you for your help.

My limits modification history is not offered at this casino. I have contacted customer service and they inform me that I did not make any increase or decrease in limits on 2/2 (I attach a conversation in your email). THE CASINO LIES.

I MADE 1 DECREASE AND 6 DEPOSIT INCREASES THAT WERE AUTOMATICALLY APPROVED:

First I made a decrease of € 50 day / week / month, later to € 100 day / week / month, and then I made increases of € 100 in € 100 until reaching € 600. I also send you a capture of my deposits made from € 100 to € 100 (according to my limit increases).

According to the regulations of the General Directorate for the Regulation of Gambling in Spain, if the player makes a decrease in his limits, the casino is obliged to block a subsequent increase for a certain period to avoid possible compulsive gambling. SUCH ACTION OCCURS IN THE REST OF CASINOS REGULATED BY THE GOVERNMENT OF SPAIN. I can demonstrate that in other regulated casinos (and that are governed by the same Spanish law), once I make a decrease in my limits (by the amount I want) when requesting an increase (by the amount I want) they ALWAYS block said request until Meet a deadline as indicated by legal regulations.

In addition, as you can see in the conversation I have had with one of the casino agents, it tells me that they only have an increase in my limits on 01/02 amounting to € 500. If this is true, how could I deposit € 600 on 02/02 if they do not know of a later modification of my limits?

The casino lies, it does not provide the information I request and its responsible gambling mechanism is more than doubtful. In addition, in the conversation with the casino agent, he states in the 01:01:54 pm message that: "the other who requested does not have to appear since it is within the parameters of the DGOJ and the increase is automatic". Why does the € 500 on 02/01 appear if it is also within the limits of the DGOJ?

Do you hide the player's limit modification history to avoid problems similar to the one that happened to me ?; If they are complying with legal regulations and boast of fair and responsible play, why are they hiding this history from the player?

Thanks for your help,

A greeting.

Buenos días, Petronela

Ante todo, gracias por su ayuda.

En este casino no ofrecen el historial de modificación de mis límites. Me he comunicado con atención al cliente y me comunican que no realicé ningún aumento ni disminución de límites el día 2/2 (adjunto conversación en su email). EL CASINO MIENTE.

REALICÉ 1 DISMINUCIÓN Y 6 AUMENTOS DE DEPÓSITO QUE SE APROBARON AUTOMÁTICAMENTE:

Primero realicé una disminución de 50€ dia/semana/mes, posteriormente a 100€ dia/semana/mes, y después realicé aumentos de 100€ en 100€ hasta llegar a los 600€. Le envío también captura de mis depósitos realizados de 100€ en 100€ (acorde a mis aumentos de límites).

Según la normativa de la Dirección General de Ordenación de Juego de España, si el jugador realiza una disminución de sus límites, el casino está obligado a bloquear durante un determinado plazo un aumento posterior para evitar posibles juegos compulsivos. DICHA ACCIÓN OCURRE EN EL RESTO DE CASINOS REGULADOS POR EL GOBIERNO DE ESPAÑA. Puedo demostrar que en otros casinos regulados (y que se rigen por la misma ley española), una vez realizo una disminución de mis límites (por la cantidad que quiera) al solicitar un aumento (por la cantidad que quiera) SIEMPRE bloquean dicha solicitud hasta cumplir un plazo como indica la normativa legal.

Además, como puedes ver en la conversación que he tenido con unos de los agentes del casino, me indica que únicamente les consta un aumento de mis límites del día 02/01 por valor de 500€. Si esto es cierto, ¿cómo pude depositar 600€ el día 02/02 si no les consta una posterior modificación de mis límites?

El casino miente, no facilita la información que solicito y su mecanismo de juego responsable es más que dudoso. Además en la conversación con el agente del casino afirma en el mensaje de las 01:01:54 pm que: "el otro que solicitó no tiene porque aparecer ya que está dentro de los parámentros de la DGOJ y es automático el aumento", ¿por qué sí aparece el de los 500€ del 02/01 si también está dentro de los límites de la DGOJ?.

¿Ocultan el historial de modificación de límites del jugador para evitar problemas parecidos al que me ha ocurrido a mi?; si están cumpliendo la normativa legal y presumen de un juego limpio y responsable ¿por qué ocultan dicho historial al jugador?

Gracias por su ayuda,

Un saludo.

Thank you very much, Luiii22, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning Petronela,

Thanks for your help.

I have just sent you to your email the official response of the General Directorate of Gaming of Spain regarding my complaint.

A greeting.

Buenos días Petronela,

Gracias por su ayuda.

Le acabo de enviar a su correo electrónico, la respuesta oficial de la Dirección General de Juego de España sobre mi queja.

Un saludo.

Helo Luiii222.

Thank you very much for sharing your negative experience with the TodoSlots Casino. We will now try to get in touch with them.

We would like to ask the ToDoSlots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Luiii222.

I am extending the timer by 7 days to reevaluate the case and all the information from the General Directorate of Gaming of Spain. Thank you for your understanding.

Dear Luiii222.

After evaluation of the document, it looks like the regulator decided in your favour and we are also convinced that at least when you want to increase the deposit limit, there should a relevant waiting period.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Luiii222, please, be aware that this complaint is going to affect their reputation on our website.

Best regards, Jozef

Casino.Guru