HappySpins Casino - Player’s criticizing Responsible Gaming practices.

i registered in this casino few days ago and lost couple deposit and even cashout some winning. Everything works fine.

Then i try to make same resonsibility games setup like i make every casino, deposit limit for a week.

This casino don't have responsibility option what players can do by them self what makes this casino dangerous player like me who lost control sometimes.

So, i ask support why i cannot make deposit limit. They say at player cannot do that, but support can, daily, weekly, yearly. Ok, that's better then nothing and i say you can put my account 20€/week limit.

Next day i try is it working ok, its not... i deposit 3 times and lost 130€ a day even i ask protect my gambling with this limit.

I try to ask support what happen, no one answer.

Dear Jamethai777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward emails or screenshots showing that you have sent requests for deposit limits? My email address is petronela.k@casino.guru. Did you notify Customer Service that the limit have not been applied correctly?

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

Email sent to Casino guru/ Petronela

Thank you very much, Jamethai777, for the forwarded communication. I understand that you have requested a weekly deposit limit of €20 to be applied to your account, could you please confirm it?

Additionally, please forward your cashier/deposit history to petronela.k@casino.guru. Looking forward to hearing from you.

Hey Petronela. Yes, I asked for a deposit limit of € 20 / week.

Please forward your cashier/deposit history to petronela.k@casino.guru. Thank you.

Email sent to Petronela again.

Yes thats correct.

Thank you very much, Jamethai777, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.

Hello Jamethai777.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Jamethai777.

I have discussed the case with HappySpins Casino representative. Please, be aware that the limit you requested (and other responsible gambling tools) applies not since your request but only since the casino confirmation. May I kindly ask you to forward me the confirmation email you received from the casino team?

My email address: jozef.k@casino.guru

Send 2 email to Josef without answer.

I think its wrong casino can delay this limit options set so long they want. Nice trap.

Dear Jamethai777.

I can confirm receiving both of your emails. In casino.guru we consider responsible gambling tools as additional service from the operators. In certain casinos, you can instantly set it in your account, in other ones you must request it through the support and then the operator’s IT department must set it, which is not instant. Additionally, in some cases, there are no responsible gambling tools available. I can also see that you chose the exact deposit limit on Saturday (around 12 PM) and they did set it right on the Monday morning, and although you received a first informative response about deposit limit options on Saturday (around 11 AM), it is clear even according to the casino website that the support is fully operative Monday to Friday, from 9.00 to 17.00 CEST. Concluding all this information, we do not consider your request for the refund as sufficient, and I am forced to reject your case.

If you do not agree with our decision, I will gladly help you with submitting the complaint to the licensing authority of the casino. You have my email address, so let me know if you have any questions.

Best regards, Jozef

jozef.k@casino.guru