The player from Austria is enquiring about a refund since deposit limits haven’t been enforced. We ended up rejecting the complaint because it was not justified.
Quatro Casino - Player is requesting a refund.
Amount: €900
Quatro Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Enclosed my e-mail to the casino from which the facts emerge.
I have - of course - agreed a deposit limit, which was simply ignored by the casino or was simply continued to be debited.
The original argument (in the live chat) of the casino was that the withdrawals were made with a time delay. This is simply wrong (I have the receipts from my bank for that).
There has been no response to my e-mail to the casino, with all receipts and proofs!
It cannot be that you agree a limit and then see on the bank account that a multiple has been debited and that this leads to existential fears.
e-mail to the casino:
As a self-protection, I have agreed with you a weekly deposit limit of EUR 1,500 for my Quatro Casino account!
As one of your colleagues already communicated in the "chat", you did not adhere to the limit for reasons unknown to me!
Basically, I pay in such a way that it only goes up to a certain limit so that I don't get into financial difficulties. I have it now that you have withdrawn beyond my agreed limit.
I therefore request an opinion or a solution to the problem!
The following documents / debit confirmations will be sent:
November 12th, 2021: 3x EUR 200, -
1x EUR 100, -
November 15, 2021: 2x EUR 200, -
4x EUR 100, -
November 19, 2021: 8x EUR 200, -
Thus, at least in the calendar week 15.11. - 21.11.2021 a total of EUR 2,400 (!!!) instead of the limit of EUR 1,500, - debited !!
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2 years ago
Dear Markus,
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. Have you set up any deposit limits in your account or requested them from the casino support? What was the exact date you've done it? How much is your active balance now?
Additionally, please forward any relevant communication along with supporting evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
yes, of course, a deposit limit has been set on my account.
This must have been sometime in September / October 2021 (in chat).
The confirmations from 19.11. and 11/26 from the staff there (in the chat) that this limit is in effect, I send it by e-mail!
All other documents will also follow via e-mail.
The fact is, I had and still have a deposit limit which was simply ignored in the course of the deposits.
You play, you pay in again and again within a few hours, and you have to be able to rely on the agreed limit for the deposits, for which (so that it doesn't lead to problems) the limit was agreed upon.
Thank you and greetings,
Markus
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2 years ago
Thank you, Markus, for the forwarded screenshots. I have checked your bank statement, and this is what I found:
- deposits (week 8-14.11.2021): €700
- deposits (week 15.-21.11.2021) €2,400
Could you please confirm that deposit limits should run from Monday - Sunday? Please forward your deposit/cashier history from the casino as on the bank statement transactions can be shown with a short delay.
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2 years ago
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Hi there,
Transaction progress will follow via e-mail.
It is noticeable that the casino states deposits with 11/23/2021 - this is absolutely incorrect! (see my account statements!) How can the casino make deposits days later (23.11.) if it can actually be proven on 19.11. was debited (because it was paid in, although it was over the limit)? !! Then there would be no limit if the casino listed the wrong date here at will! I do not pay in "immediately" and then have the credit booked days later (as the casino suits). Then there would be no limit ......
It's really unbelievable!
A weekly limit was agreed, not from which day of the week this should apply. Wasn't asked about it either. But based on the deposits you can see that within 7 days I was always over the limit.
lg Markus
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2 years ago
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Hello, I think you didn't understand me correctly. You can see from my bank receipts that after November 19 have not paid any more! My payments are from November 19th. (!!!), were also debited from the bank account on this day. The casino has the deposits with 23.11. posted. Why (probably) ......
Again, you have a weekly limit to protect yourself. You have already made a few deposits within a week, then have a cozy game evening within this week and deposit up to a maximum of the limit (or CAN only deposit up to this limit for self-protection). That's how it was for me on November 19th. I deposited and deposited, and the payments and withdrawals went beyond the limit, as I could see on my bank account the next day!
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2 years ago
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Hello, there is exactly the problem, the transactions do not match!
I have on 11/19 Paid in over the limit, the amounts (over the limit) were also paid in on FR 19.11. debited from the bank!
The casino has the deposits in the cashier history but as deposits from TUE 23.11. declared!
(I just don't understand why the statements and confirmations from the largest and very serious bank in Austria are in doubt; it was definitely paid in by me on Friday, November 19th)
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2 years ago
Could you please download or request your game history in Excel format? Thank you.
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2 years ago
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Petronela, game history cannot be downloaded online from this page.
I have just spoken to customer service (e-mail will be sent to you) and it is not made available to me, they always refer to the fact that I can see it!
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2 years ago
Thank you very much, Markus, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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Thanks.
I ask for follow-up, as the facts are actually clear on the basis of the documents made available.
A personal deposit limit was not met by the casino.
A weekly limit of EUR 1,500 has been agreed with the casino.
The casino allowed withdrawals of EUR 1,600.00 on a single day, and even EUR 2,400.00 for the entire week.
The debits from the bank account were carried out immediately and the bank account was immediately debited above the limit.
The casino then obviously listed the amounts above the limit 4 days later (!) On their own transaction account and credited them to the gaming account, thus clearly bypassing the deposit limit.
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2 years ago
Hi Markus,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Quatro Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
Thank you very much for taking on the matter and talking to the casino!
As I said, this is about a deposit limit that you agree with a (reputable) casino and that should be adhered to for player protection , especially since I did not do anything wrong in this matter. A player knows that you will deposit until you can no longer (when the limit is reached, out of self-protection).
Thanks,
Markus
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2 years ago
Hi there
As explained to the player via live chat on 26th November, the deposit limit inside the casino account was enforced and any deposits made were credited to the casino account at the time the player deposited. Unfortunately Klarna did not deduct the deposits immediately from the player's bank and there was a delay, so the deposits seemed to be taken over the limit, however the delayed removal of funds from the player's account was a reconciliation by Klarna, not deposits over the weekly deposit limit.
Summary of deposit history:
12/11/21: €700
200
200
100
200
13/11/21: €600
100
200
200
100
14/11/21: €200
100
100
Week ending 14th: €1500
18/11/21: €400
200
200
19/11/21: €200
200
Week ending 21st: €600
23/11/21: €1000
200
200
200
200
200
Week ending 28th: €1000
These transactions can be accessed inside the player account at the bottom of the casino under Bank > Hamburger menu > Transaction history.
I will also be recommending the responsible gambling team contact the player.
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2 years ago
Translation
"Unfortunately Klarna did not immediately debit the deposits from the player's bank"
exactly that is absolutely not correct, because the debits from the bank account were made immediately, as you can see from the bank receipts! It may be that Klarna booked the money to you or to the gaming account later; so the money from 11/19 -23.11.2021 "somewhere", but definitely from my account on November 19th. debited in the course of my deposits. The decisive factor for the deposit limit is how much I can deposit or withdraw from my account, not when you or the payment provider will transfer the money, because I cannot reverse deposits above the limit if they have already been debited from my bank account. And everything became on November 19th. debited because I was on November 19th paid everything.
With this restraint of money (from Klarna) every limit was and is passed.
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2 years ago
A copy of your statement showing all the transactions was requested to send to banking@casinorewards.com
Which date did you send the statement?
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2 years ago
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everything was already on November 29th. transmitted without a response to date.
By: Markus ******
Sent: Monday 29 November 2021 6:59 AM
To: Casino Rewards Banking ; info@crhelpdesk.com
Subject: Account: HQTRM ********** Markus *** - Quatro Casino
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2 years ago
Hi there
After talking to the banking department it seems that the reason the transactions were credited on the 23rd is because that is the day the casino received them from the bank.
It's not always clear what causes these kind of delays. We can only assume certain things like timeouts, bank delays, etc.
If the transactions were able to be processed at the time the deposits were made, they would have been rejected due to the deposit limits on the account.
Unfortunately these kind of delays are not in our control.
Since the player indeed played with the funds, and the deposit limits were not exceeded (the week runs from Mon-Sun), there is nothing further for me to follow up in this case.
Cheers
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2 years ago
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"If the transactions could have been processed at the time of the deposit, they would have been rejected due to the deposit limits on the account." Exactly that was not the case, they were debited on the basis of the receipts.
As a result, my bank is suddenly blamed or assumed that the instant or real-time transfers were carried out and debited immediately, but the money was supposedly only transferred 4 days later ...
Sensational!
It was to be assumed that the casino would like to admit a mistake here.
You can see how easy it is for the casino and that without taking legal action (depending on the amount in dispute it makes sense or not) you have no way of finding a solution
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2 years ago
Hi all,
Thank you for your replies.
Dear Markus,
If the money transfer was delayed and the funds came (and were available for play) on the 23rd instead of the 19th, you can't really blame the casino. The issue here was caused by the payment provider and the casino didn't really have any influence. The casino's system couldn't refuse the transaction because it came several days later. I'm afraid there is not much that can be done. If you disagree with our decision, I recommend turning to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). I wish I could be of more help.
Best regards,
Peter
