The player from Germany had set a €10 deposit limit that should have been removed only after a seven-day cooling-off period, but the casino removed it immediately. This led to a relapse in his gambling behavior and subsequent losses. He sought a refund for deposits made on 20.06.2024 and 21.06.2024, as the casino had failed to follow its responsible gaming policy. The issue was resolved after the player received a refund from the casino, and the complaint was marked as resolved.
Lamabet Casino - Player requests refund due to mishandled deposit limit removal.
Amount: €880
Lamabet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hello, I am requesting a refund for my deposits made on 20.06.2024 and 21.06.2024.
On 23.5.2024, I set a €10 deposit limit at the casino, which was activated immediately.
On 20.6.2024, I contacted the casino and requested the removal of the deposit limit.
The limit was removed immediately, despite the terms and conditions stating that the limit should only be removed after a 7-day cooling-off period.
Because I did not have control over my gambling behavior, I was able to make deposits at the casino right after my request.
The required 7-day cooling-off period was not observed in this case.
According to the casino's terms and conditions, I should have been able to make deposits only after 27.6.2024. Until then, my €10 deposit limit should have remained active.
My VIP manager made a mistake by immediately removing my limit, which led to my relapse and consequent losses.
I have already contacted the casino directly, but I have been waiting for a response for a week now. Therefore, I am filing this complaint in the hope that you can assist me in obtaining a refund, as the casino failed to adhere to the mandatory seven-day waiting period for removing a limit as part of their responsible gaming policy.
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5 months ago
Dear xSerious169,
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 send me the transcript or the screenshot of the entire conversation with customer support from the day your deposit limit was immediately lifted? My email address is veronika.l@casino.guru.
Could you kindly confirm that you passed the full KYC verification?
Have you made any new deposits after June 21? Can you still deposit and access your account?
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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5 months ago
Translation
Hello,
I have completed the KYC verification.
On June 21, I wrote to the VIP Manager that I needed the 7-day cooling-off period as stated in the general terms and conditions in order to avoid relapsing and not being able to play.
I then told him to please close my account. Since then my account has been closed and I have not made any further payments.
I have sent you the conversations via email.
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5 months ago
Thank you for your emails. Do you have the full transcript of the chat you had with your VIP manager when the deposit limit was canceled?
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5 months ago
Translation
I only have what I have already sent.
I contacted the live chat and asked why there was an error when making a deposit. Then I was told it was because of the limit.
I then said: please delete the limit & had to confirm this with my name and the limit was gone.
without the 7 day cooling period
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4 months ago
Translation
Hello, I received a refund from the casino. My complaint can be closed.
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4 months ago
Dear xSerious169,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
