The player from Germany is requesting a refund of his deposits as the “cooling-off” period for increased financial limits has been overlooked. We rejected the complaint because the player didn't respond to our messages and questions.
MegaRush Casino - Seven days “cooling-off” period for financial limits has been disregarded.
Amount: €525
MegaRush Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
The provider lowers my bet limit before the agreed time.
I reduced my betting limit to € 1 per month on October 9th, 2020. On October 11th, 2020 I increased my betting limit to € 10,000.
According to your website under "Responsible Gaming" the following applies: "The financial limits can be reduced at any time and immediately. Any request to increase or remove a limit is subject to a 7-day waiting period. The original limit remains active until then."
This was not the case. On October 12th, 2020 I was able to increase my stake over € 1.
The casino has to reimburse me for the stakes I have made since October 12, 2020.
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3 years ago
Dear Leon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have requested your limits to be decreased and, subsequently, increased inside your account manually or you have done it through a Customer Service team? Furthermore, please specify which limits you have requested to be changed as there are 4 different kinds.
I have checked responsible gaming section, and this is what I found https://www.megalotto.com/en/?modal=%2Fen%2Fresponsible-gaming:
SET YOUR LIMITS TO REDUCE YOUR RISK
It is advisable to decide on your financial limits before you start to play, as the chances of players experiencing a gambling problem, is greatly reduced with this in mind.
You can control your play with 4 different types of limits:
· Deposit limits enable you to set a limit on the amount of money you deposit into your account for a given period;
· Net loss limits allow you to control the maximum amount of money you can lose over the selected period;
· Wagering limits allow you to limit the amount you can wager for the period selected;
· Session limits will limit the amount of time you can stay logged into your account.
The financial limits can be set on a daily, weekly or monthly basis and you can adjust your limits whenever you choose to. This facility is available online here when logged in or by contacting our Customer Service team.
The financial limits may be reduced immediately at any time. Any request to increase or remove a limit is subject to a 7 days ‘cooling-off’ period. The original limit will remain active until then."
Could you please forward any relevant communication or screenshots of your account settings to petronela.k@casino.guru? 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
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3 years ago
Translation
Hello Petronela,
Thank you for the quick processing of my complaint.
I manually set my betting limit to € 1 per month on the website under "Responsible Gaming" on October 9th, 2020. On October 11th, 2020 I set the same betting limit to € 10,000 per month. However, I was able to use € 525 again on October 12, 2020.
This should not have been possible within the framework of the responsible, as a reflection period of 7 days applies if the limit is increased.
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3 years ago
Hello Leon,
Could you please specify which limits you have requested to be changed as there are 4 different types (deposit, net loss, wagering, session). By any chance, have you saved any screenshots of newly set up limits?
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3 years ago
Translation
Hello Patronela,
it is the betting limit.
The casino has now replied that they are reimbursing my deposits of € 325 due to the incorrect information in the "Responsible Gaming" section. This has already happened.
However, my casino account showed a positive amount of € 228 on October 12th, 2020.
The casino is now refusing to refund me the remaining € 203.
It is very clear to me that the state before the limit increase must be restored.
I have attached a screenshot as proof.
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3 years ago
Could you please forward your game and cashier histories? Thank you in advance.
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3 years ago
Translation
I have now requested my game history from the provider. As soon as I have the data, I will let you know.
Here are my deposits.
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3 years ago
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This is the overview of my deposits.
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3 years ago
Thank you very much, Leon, for your reply. I will be waiting for the game history patiently.
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