The player from Germany had set a 300 Euro deposit limit, but the casino allowed him to deposit an additional 2500 Euros, leading to further loss. He closed his account and sought a refund of 2200 Euros due to the malfunctioning deposit limit. We explained that verifying the proper setup of responsible gambling tools by the player was complex and that the tools were supplementary measures. Without a record of the deposit limit being set, the complaint could not proceed. Consequently, the complaint was rejected.
FreakyBillion Casino - Player exceeded deposit limit despite set restrictions.
Amount: €2,500
FreakyBillion Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello casino guru,
I hope this time you can help me. I registered at this casino and immediately used the tools for responsible gaming to set a deposit limit of 300 Euros, which I then successfully saved. I lost 300 Euros, and I shouldn't have been able to deposit more because of the limit I set. However, it was still possible for me to continue depositing, and as a result, I lost an additional 2500 Euros. I want my deposited money back, at least the 2200 Euros, since I created a 300 Euro limit, and it didn't work. I hope you can really help me get my money back this time. Before things escalated further, I permanently closed my account through the profile settings, and that somehow worked, but the deposit limit did not.
Automatic translation:
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3 months ago
Dear benzj044,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what type of deposit limit you set up? Was it a daily, weekly, or monthly deposit limit? Have you received any email confirmation from the casino after your limit was set in place?
Could you kindly provide me with the exact times when you made your deposits?
Have you passed the full KYC verification?
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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3 months ago
Translation
Hello, there was a monthly deposit limit of 300 euros and there was no confirmation by email and there was no confirmation by email for self-exclusion either and that worked...
here are the emails from my deposits
:
There is still one missing with 100 euros and one with 200 euros because the maximum attachments have been reached.
Edited
Automatic translation:
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2 months ago
I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.
In addition, if there is no record of the deposit limit being set, we are unable to proceed with the investigation and ask the casino to participate in resolving your complaint.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
