Betcoin.ag Casino - Pelaaja kohtaa laiminlyöntiä tilirajojen kanssa.

Hi team,

I asked for a limit to be put on. Within 20 hours nothing was done. I lost $2100 more and I emailed saying the limit was never done and within 30 minutes they did a self exclusion but not the limit at all? That clearly shows there negligence in regards to responsible gambling guidelines related to limits. I asked for it more than 20 hours prior to that and they never gave me a limit. However within 30 minutes of me asking for an exclusion it was done.

Dear sati725,

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.

Could you please specify what limit you wanted to be put on?

When exactly did you contact customer support to activate this limit for you? If you have any screenshots of the chat communication, or emails between you and the casino, kindly forward them to me at veronika.f@casino.guru.

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

How did it take so long to put in a limit? Please explain it. Even after that it was never completed, also on top of that self exclusion was done within 30 minutes but the limit was not? That does not make sense whatsoever. And no I asked for the limit right away I remember.

You asked for a deposit limit after your second deposit. You were told we don't offer that, but to request a suspension or exclusion any time. Then you won $477. Then you asked for an exclusion and received it nearly immediately.

Uh no, I have emails and chats where your agents literally stated it’ll take up to 24 hours for a limit to be applied … lol read through the convos yourself rep.

We posted all the chats and tickets. When you originally asked about limits, you were told you could put in a request by support ticket, by a chat agent who doesn't deal with security. When you requested it via ticket, it was denied, as this is something that is impossible for us to offer. The option does not exist...

... Luckily for you, since after you requested the limits, you won money, for a net gain of $477.

We have seen your complaint history and are very concerned. You should not be on any casino. You should not be on any casino review site. You need to stay far away from anything related to casinos. Please take us up on our offer to assist you in finding responsible gambling resources. This is not going well for you. Please get yourself the help you need 🙏

Hi casino gurus team, please go through all the chat history and additional information I will be providing you. And betcoin rep, do not disrespect me like that. I don’t care who you think you are.

I requested limits right away.

When you requested limits, you were told to make a ticket. When you made a ticket, you were told deposit limits are not available. All of that is in the chats we posted. When you filed the complaint, you failed to mention your $2300 withdrawal. When you asked for account closure, it was done within 30 minutes, per your own statement. Once this case is closed, please do not ever play in a casino again. No further replies will come from our end, as we are obviously not in the wrong here, just like the 30+ other similar cases you have lost.

I was never once told that, I was told to send the ticket and follow up, as well as the fact that I asked even for the first deposit sir. I can show evidence where you and your team negligence

You were told to send a ticket to request limits and upon receiving the ticket, we offered you what was available, which was account suspension and closure. Once you initiated the closure, it was done immediately.

We certainly have a soft spot for the issues affecting problem gamblers, but your incessant need to try and damage our reputation with lies, puts you more in the bad person category. When you sign up for a site that you know cannot offer deposit limits, and then try and get a refund because you didn't get deposit limits, that is equatable to theft. You are completely misrepresenting the situation, perhaps most importantly by shamelessly leaving your large withdrawal out of the dollar value of your claim. But like a true thief, you might as well go for the big score.

I asked for the difference, nothing more. It was never stated to me at one moment that the limits were not possible by your staff. I have chat records, as you do, so go through all that. I have emails, as you do. Go through that. All the support tickets everything.

Dear Betcoin Casino representative,

Thank you for reaching out to us and providing further information regarding the player's case.

Dear sati725,

We sincerely apologize for any inconvenience you have faced. However, as a general policy, we do not address individual complaints specifically related to responsible gambling tools. It is important to note that these tools are meant to serve as additional measures alongside standard self-exclusion and account closure options. While we encourage casinos to implement these tools, it is not our position to penalize them for any issues that may arise during their implementation. Furthermore, online casinos are not obligated to offer responsible gaming limits. You were informed by customer support that the casino does not offer the option to set deposit limits, but that self-exclusion or account freezing were available alternatives.

Since the casino blocked your account within a reasonable timeframe and followed the options available in their Terms and Conditions, we believe they acted within their guidelines and did not breach their obligations. As such, we are unable to uphold your complaint.

We appreciate your understanding of this matter.

Best regards,

Veronika

Casino Guru