Onedun Casino - Player’s deposit limit exceeded.

Casino is not bad at all to be honest i like to play here. After a few wins i always put in a deposit limit to avoid losing a lot. I was playing and after a while i thought wtf how can i even deposit 680 euro in total. And exactly i asked for a daily deposit limit of 50 euro a day. The i mentioned it to them and see now SUDDENLY i exceeded the limit. I played in a lot of online casino's but in the 12 years that i play i experienced this for the first time. In my opinion they dont take responsibility gaming serious. The only solution is to give my money back excluding the 50 euro daily deposit limit. So that leaves 630 euro that i played that had supposed to be protected.

Dear G1994,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Onedun Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide a timeline of events?
• Is there any record of you setting up the deposit limit prior to depositing the 680 euros?
• Do I understand correctly that as a consequence of the deposit limit not working you deposited, played, and lost this amount?

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,

Tomas

Herewith the agreement of the 50 euro deposit limit daily:

Herewith the proofs of the deposits:

BTW they didn't inform me they won't refund the finance department is informed about this case.

i received a message from them. The fact that they offer me 50 euro means in my opinion they are wrong.

'' You have a daily limit and we have set it for you, but we don't have the ability to set the limit so that it is updated every day. Our limit is set for one day and to extend it, you need to write to us from 00:00 for when your limit was finished. When the day ends, the limit ends.

We had a misunderstanding and in this case, I can credit you a bonus of 50 euros with wagering x5 ''

I replied with:

Nope, i don't accept that. Then you should say a limit for a day and not a daily limit that is very different.

AND why did this suddenly show up when i confront them about the limit:

If they won't refund me after ALL THIS proof it would be RIDICILIOUS.

They must be crazy i received this mail from them:

W T F he confirms it. Im so confused.

I am truly sorry and I understand you are dissatisfied with the daily limit the casino offers.

Please let me emphasize we currently don't consider deposit limits as a mandatory tool for responsible gambling in the casino.

Unfortunately, as of now, there aren’t unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely.

Secondly, we agree that if the casino offers a deposit limit it should work better, however, if the limitation is not something the casino can currently make better, we won't be able to compel them to make any changes.

I apologize, we cannot confront the casino and help you with the requested refund. Please let me know if there are circumstances I overlooked, otherwise, I'll close the complaint.

WTF.. i show al the proof and everything that this casino does not opperate according to the responsible gaming rules. Ok so what can i do now?

I also wouldn't be content with such a deposit limit feature, unfortunately, it's not a valid basis on which we can assist you with requesting a refund.

I would recommend you request a self-exclusion in the casino to be protected.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Please let me know if there is anything else we might assist you with, otherwise we'll close the complaint.

Dear G1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still don't think this is the good way of protecting players with responsible gaming.

Did everyyhing you should to protect but they didn't act correctly.

Agreed, rest assured the complaint will stay public.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.