High Noon Casino - Player claims weekly deposit limit was bypassed.

I had a $50 a week transaction limit set up through this Casino with customer support. They only put a weekly limit for cards. I was still able to deposit multiple times through e-transfer. As somebody that was struggling with responsible gambling in being assured that the weekly limits would help me keep this in control, it was beyond my control that this Casino allowed me to deposit more money then I should have. I believe refunding me the amounts that I should not have been able to deposit will be par for the course.

Dear Chudsexington,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, sometimes it is impossible to apply a deposit limit to some payment methods Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you deposited via Interac?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. I am mostly interested in the conversation in which you requested the deposit limit to be activated.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

All information has been forwarded via email

Thank you for your reply, Chudsexington. Maybe I missed it, but I don't see the initial request to set the deposit limit. Could you please forward it to me?

The weekly deposit limit of $50 was set up by chat support due to reinstating my account. I'm not sure if I have an email with the specific amount being referenced by I'm sure the casino has it in their chat logs. I can search email again.

Thank you very much, Chudsexington, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Chudsexington,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite High Noon Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the 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’ which may negatively affect its rating.

Hi Peter,

I can see we have already refunded some of his balance of $86 and a further $54.63 will be refunded today.

If there's anything else we can assist with please let us know.

Thanks,

The High Noon Team

$241.90 cad was total amount I should not have been able to deposit. This was communicated to your email on may 13

Hi all,

Thank you for your replies.

Dear Chudsexington,

How much was refunded so far?

$120.02 canadian.

The casino is emailing me disputing the $241.90.

I request that they show all deposits made to back up their claim as I had done my homework to calculate 241.90 Canadian.

Thak you Chudsexington.

Dear High Noon casino team,

What happened to the rest of the funds?

Hi Peter,

I have caught up with the team internally regarding the activity on the players account. As mentioned they had requested $50 limit. The deposit activity on the account was;

Week 1 = $50 (within limit)

Week 2 = $36.60 (within limit)

Week 3 = $36 (within limit)

The total balance which was above the requested limit was $140.66. Of which $86 has already been refunded. There is still $54.66 to be refunded. For us to be able to process this refund we will require payment details (Institution Number, Acc Transit Number and Acc Number). Would it be possible for the customer to contact us directly to confirm these details and we can process this for them.

Many thanks,

The High Noon Team

Thank you High Noon casino team for the clarification.

Dear Chudsexington,

Please contact the casino directly as instructed and keep me updated.

I have been in contact. Just waiting for funds to arrive

Thank you Chudsexington for the update. Let me know when you receive the funds.

Still nothing.

Funds have been received

Thank you Chudsexington for the update. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Chudsexington, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter