The player from Italy claims that Sisal Casino failed to enforce a self-exclusion timer, allowing her to continue playing for an additional three hours beyond the set limit. Consequently, she requests a refund of €800, stating that had the timer been respected, she would not have lost that amount.
Sisal Casino - Player requests refund due to timer not enforced.
Amount: €800
Sisal Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 0h 19m 34s
Case summary
6 days ago
Public
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1 week ago
Translation
Good morning, I've encountered an issue with Sisal Casino.
I had set a timer for blocking various casino games after 1 hour and 50 minutes of play.
The games in question were practically all, except for sports betting, scratch cards, and lottery games.
This timer resets every midnight and ADM (Agenzia delle Dogane e dei Monopoli) mandates that casinos enforce responsible gaming. Therefore, they were required to stop me from playing after 1 hour and 50 minutes (the time set).
Unfortunately, the casino allowed me to continue playing from midnight until 3 AM, a full 3 hours of play without activating the timer. Hence, I am requesting a refund of the amount I had at the expiration of the timer, because if they had adhered to what I had set, I would still have the money I had at 1:50 AM.
The amount is €800.
Automatic translation:
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1 week ago
Dear marisacarpentieri27,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sisal Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you asked the casino for a refund already? With what result?
- Could you please explain when the incident happened? (date) and when you set the daily time limit for your account?
- Could you please explain which games you played in the casino?
- If there is any communication between you and the casino regarding the issue please forward it to my email at 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
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1 week ago
Translation
I already asked the casino for a refund but they still haven't responded.
The accident occurred between Monday and Tuesday night from midnight to 2.45 in the morning and continued throughout the day.
I played the evolution games at the live casino
I set the timer the day before, on Monday I had the 10 minute timer, on Tuesday at midnight the 1 hour and 50 minute timer came into effect
Edited
Automatic translation:
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6 days ago
Thanks for your patience.
Did the live games belong to the umbrella of games covered by the time limit based on the information you received?
Has the casino responded to your inquiry yet? Could you please share what they replied?
Casino Guru is examining the case
