The player lost his winnings due to misleading information received from the casino.
The player had selected his loss limit up to €200. When he had €1,250 left on the account, he thought that because he had set up the loss limit, he couldn't lose more than €200. That wasn't true and he had lost it all. When he contacted the live chat representative, they explained to him that a loss limit meant the difference between the wagering and the winnings. After he complained of being misled, the casino recommended to him to contact the MGA (Malta Gaming Authority) for a resolution. The player also mentioned that there was no information on the loss limit in the casino's terms and conditions and that the casino had broken their own rules due to ignoring to reply to the player.
This complaint is from 4/2016
Disputed amount: €1,050
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