PlayAlberta Casino - Player’s gaming loss exceeds set limit.

Hello, I’d like help in this matter.

I join Play Alberta a few months ago.

had many loss but always understood the risk.

the other day I won on the slots 650 total. I did a withdrawal of the amount but later at night it was not processed and decided to cancel it and play some more ( I own the mistake and decision) I decided to play some high bet slots to see if I can multiple my win.

i went up and down several times and got lose in the time till I somehow realized my balance was on the 150 approx. i stopped right away and did a withdrawal (successfully this time) at that moment is when I realized and remembered a few weeks ago I had set up deposit and loss limits . My loss limit was set at 30

so how was it possible to lose this amount of money? I went to chat live where they told my loss was only at 29. I said how? I had 650 a few hours ago and no 150. Do the math. He then proceed to tell me I know what you mean and opened a case for me. So far no replies. I feel very unsettled about this matter. I know gambling comes with losses but I know I can carry away with it which is exactly why as a responsible gambler decided to set limits.

i believe the casino should take responsibility on this matter .

weird thing after i closed the chat and I clicked on my accounts to finish a bet on a slot machine the limit message appeared… conveniently in that moment. A bit too late perhaps?

Dear camiimaureira,

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

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

• Could you please explain the mechanism for setting up the deposit and loss limits on the website? (Is it done via contacting support or as a setting in your casino account?)
• Could you please provide a screenshot of the loss limit being active?
• Could you please share your correspondence with the casino about the issue? Share the screenshots here or send the information to my email is tomas@casino.guru

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

Hello, I didn’t screenshot the conversations but Im sure Play Alberta has the copy of the scripts . I do have the screenshot of my limits. These are set up directly on the website and apply right away unless you want to increase it then it takes 24 hours.

I would like to correct that I’m not from British Columbia, I’m from alberta. Your system didn’t let me change it .

Hello I got a call from Play Alberta (team leader named Ashley) who went to explain that loses are net loses and that’s why my loss limit didn’t work. Weird explanation she then processed to read me an equation that’s posted on the FAQ of game sense . That honestly made even less sense. I asked to why the loss limit mentions that takes winnings into account she said thats to inform you that the lost limit will take the winnings to a plus . She then told me for my limit to work if I had win for example 650 I need to lose 630 for the limit to be popped up. How does that makes sense?! Why would they even set limits if they work like that. She mentions the money that’s in my winnings isn’t from the deposit so also is not taken into consideration because is "not" my money. Weird because even if it’s from winnings aren’t mine the second they are in my balance? I asked her for her to send me written proof of what she is saying in an email but she didn’t want to as per her words " all I’m doing is reading from the website and giving you a curtesy call to explain those terms further" she did admit that the wording is very vague and not clear and when asked why her customer representatives couldn’t explain the loss limit on my account if it was something so standard she said she will train them

to do better.

she said she will be sending a note to her supervisor to see if they can do something on the website to make it more clear but no word or solution to my problem itself or an explanation that can actually made sense.

on the phone call she wanted to write for the supervisor that sh explained and I understood. I made it clear to her that I do not agree with that statement. screenshot below of the "faq" and loss limit wording

Thanks for the update.

Assuming a daily loss limit of 30 CAD.

From my understanding, the limit means that if you started your gameplay in a day with for example 100 CAD and on the same day you achieved winnings of 650 CAD (reaching 750 CAD balance) you can still play till your losses bring you to 70 CAD (100-30=70) After this point the limit should prevent you from betting more that day.

Please let me know if this explanation makes sense to you.

I'll await your reply.

i started that day with 10 dollars.

i think their explanation on it with the wording of we will take into consideration any winnings for me that explains you will take winnings into consideration as on they become part of my balance (specially because it’s not bonus money) and you will take it to the equation as an = of total money I have , and then the money I can loose (30)

your equation makes sense mathematically, But it still leave the big question on How is it possible that a loss limit works this way?! What’s the point on it? Why is the loss limit explained someway and then in the small part of the website on gamesense not even on the faq of the casino they bring this very strange equation. Loss limit should do that they say they will and stop a your limit.

I apologize but there are no unifying guidelines on which responsible gambling options casinos should offer Some casinos have deposit, loss, or other limits, but there are no set rules of how these should work.

Please understand that casinos are not obligated to offer deposit limits or other responsible gambling tools.

We believe that the casino should offer a mechanism of permanent self-exclusion for players suffering from gambling problems.

If the limit worked, although, not according to your expectations, we cannot compel the casino to offer compensation.

Please let me know if there is anything else we might assist you with, otherwise the complaint will be closed.

Dear camiimaureira,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.