The player from Switzerland had been trying to remove the set play limit and despite reaching out to chat support and customer service, his request had been ignored with no action taken. The player's account was not verified and he had been unable to withdraw his deposited funds. He also reported that he never received the email to lift the limits. We clarified that the casino had the right to set limits if they detected problematic gaming and we could not enforce the casino to lift these limits. The player did not respond to our further inquiries, leading to the complaint being rejected.
KatsuBet Casino - Difficulty in removing player's set play limit.
Amount: €125
KatsuBet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
I had set a play limit of 50 Euros and wanted to delete it. Since it's not possible to do this from my profile, I reached out to the chat support. They have been repeatedly assuring me for days that they will delete it.
In the chat, they keep asking strange questions about the limit and the amount. My request was clearly stated: I want everything deleted.
But it hasn't been done... my emails to customer service are also being ignored.
Until today, I still cannot play... my concerns are being ignored!
Automatic translation:
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9 months ago
Hello muscletech76,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with KatsuBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When did you request for the deposit limit? When was the last time you spoke to the casino and what did they respond regarding the deposit limit?
Please note that the casino is not obligate to remove any account limits and they may even set it without your request.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Account is not verified... I chatted with a gentleman 2 days ago who said he would forward it... that has been said many times... I still have 100 euros in my account that I deposited 2 days ago. I wanted mine Paying out money because I could play for a short time, then suddenly it didn't work anymore. My withdrawal was rejected, it's real money from me
Automatic translation:
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9 months ago
Hello muscletech76,
I'm not entirely sure what exactly is the issue now - are you struggling with the removing of deposit/bet limit or the withdrawal?
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9 months ago
Translation
Not all limits are lifted....I never receive the link to delete the limits myself by email, even though I told customer service....there are some daily limits in there that I never wanted....you only get it in the chat reply, but never an email...it has not been canceled to this day, even though the account is fully verified
Automatic translation:
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9 months ago
Hello muscletech76,
Unfortunately, we can't enforce the casino to lift any limits made on the account as they are eligible to set them without your agreement if they detect any kind of problematic gaming. All the responsible gambling tools can be requested by the casino or set by the casino directly.
I'm sorry that we can't help you out with this issue but it is entirely up to the casino to lift or not those restrictions.
Is there anything else we could assist you with? If not, we will be forced to close the complaint.
Regards,
Nick
