SpinBet Casino - Player exceeded deposit limit with cryptocurrency.

Hi,

After raising my situation in the threads section I was advised to make a complaint so here it goes.

I have a daily deposit limit set on my player account of $1000, which works really well when it comes to deposits via Credit Card.

(Deposit Limit Shown in Attached Photos)

On September the 6th I made mutiple crypto currency deposits to the casino which exceeded my $1000 daily deposit limit, totaling $15,080.35 NZD. (Shown in Photo's Attached)

Now I understand that limiting crypto deposits may not be as simple as credit card deposits, but the reason I have a set deposit limit on my account is so that this doesn't happen, where I am left in almost finacial ruin.

I contacted my VIP manager about this and as a result I received a very generous bonus of $2500 to my player account which is great but I am hoping through good faith of the casino that I could possibly recover some if not all of the funds that wouldn't of been deposited if it had been for the deposit limit working. Even if that means subtracting the $1000 (deposit limit) and the $2500 (Bonus) from the total I am not sure, I am just hoping that we can somehow come to an agreement.

Thanks again,

Sam

Dear samstar220,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re facing. To help clarify the situation, I’d like to ask you a few questions:

1. Could you please forward me the email or chat transcript from your communication with your VIP manager after you discovered that your deposit limit wasn't working for cryptocurrency deposits? You can send it to my email at veronika.l@casino.guru.
2. When did you first contact customer support regarding this issue with your deposit limit?
3. Which cryptocurrency did you use to make your deposit to the casino?

Please note that sometimes deposit limits may not work as intended when using cryptocurrencies. This is because many casinos process cryptocurrency deposits outside the standard payment system, making it harder to apply traditional limits and restrictions. We always recommend reaching out to customer support to ensure that responsible gaming options are applied to crypto deposits as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thank you for your response.

• I have fowarded the emails between me and my vip manager to you now.
• I first contacted my VIP manager about the issue on the morning of the 8th of September. I didn't contact customer support about the issue, instead I thought my email to my VIP manager would be adequate.
• I was using USDT on the ethereum network to make the deposits

I understand that applying deposit limits to cryptocurrency transactions may not be as straightforward as with standard payment methods due to how these deposits are processed outside of traditional systems. However, the core reason I set a deposit limit on my account is to safeguard myself from excessive spending, particularly in moments of impulsivity. The deposit limit is there to protect me from financial harm, ensuring I don't overextend myself beyond what I can afford.

I’ve always enjoyed playing at this casino, and it remains my number one choice for online gaming. I respect the best efforts you make to ensure responsible gaming, and I know that maintaining deposit limits, especially with cryptocurrency, can be challenging. That said, this situation is an unfortunate mistake where my set limits weren't applied, leaving me unprotected during my cryptocurrency deposits. As a result, I exceeded my $1000 daily limit by a significant amount, totaling $15,080.35 NZD, which has caused me considerable financial distress.

While I appreciate the $2500 bonus provided by my VIP manager, I am hoping we can work together in good faith to recover some, if not all, of the excess funds that wouldn’t have been deposited had the limit been applied correctly. Even if that means deducting the $1000 daily limit and the $2500 bonus from the total, I would be grateful if we could come to an agreement.

Thank you for your understanding, and I trust we can resolve this matter amicably.

Best regards,

Sam

Thank you very much, samstar220, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.