Dear Peter and zeninosilla,
Sorry for the long answer. We would like to present the situation from our side.
The client requested deposit limits, we set them, but our system was not ideal and therefore two factors occurred that negatively affected the client's experience:
1) When the limit is reached, we must freeze the client’s account, this is specified in the casino’s terms of use.
2) Data about reaching the limit was updated only once at 00:00 every day.
At the moment, we have corrected both of these issues and everything is working as it should.
On the day the client reached his limit, he made deposits in the amount of 400 euros (limits were 100 euros). His account should have been frozen at 00:00 on the same day, however, there is a general rule - we do not have the right to freeze accounts with a balance. It so happened that the client was lucky that day and won a big win, more than 1000 euros. After which the client created a withdrawal request. Since it was the weekend, the client's request to withdraw 1000 euros was processed on Monday. Over the weekend, the client made deposits of another 409 euros.
We admit our mistake and therefore made a refund of 300 euros, which the client spent on the first day in excess of his limit, however, we consider it unfair to refund the funds for subsequent days, because the client withdrew winnings in an amount that was significantly greater than he lost.
Dear Peter and zeninosilla,
Sorry for the long answer. We would like to present the situation from our side.
The client requested deposit limits, we set them, but our system was not ideal and therefore two factors occurred that negatively affected the client's experience:
1) When the limit is reached, we must freeze the client’s account, this is specified in the casino’s terms of use.
2) Data about reaching the limit was updated only once at 00:00 every day.
At the moment, we have corrected both of these issues and everything is working as it should.
On the day the client reached his limit, he made deposits in the amount of 400 euros (limits were 100 euros). His account should have been frozen at 00:00 on the same day, however, there is a general rule - we do not have the right to freeze accounts with a balance. It so happened that the client was lucky that day and won a big win, more than 1000 euros. After which the client created a withdrawal request. Since it was the weekend, the client's request to withdraw 1000 euros was processed on Monday. Over the weekend, the client made deposits of another 409 euros.
We admit our mistake and therefore made a refund of 300 euros, which the client spent on the first day in excess of his limit, however, we consider it unfair to refund the funds for subsequent days, because the client withdrew winnings in an amount that was significantly greater than he lost.