The player from Germany is enquiring about a refund since deposit limits, requested in sister casinos, haven’t been enforced. After a closer examination, we rejected this complaint as unjustified.
Will's Casino - Player’s requesting a refund.
Amount: €750
Will's Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Will's Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I lost a lot of money in Mirage group casinos last weekend, so I set myself deposit limits. (ovitoons Wolfy and Gudar Casino) despite these limits I was able to make a new account at this casino and deposit and lose €750 there. I have a gambling problem and that's why I made these limits. Please help me get the money back or at least a part of it because these limits should actually protect me, but in this case the casino group simply didn't do it
Automatic translation:
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2 years ago
Dear Nico,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that if you set deposit limits in one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have enquired about deposit limits in this specific gambling establishment?
I have checked the general terms and conditions, and this is what I found:
"Money
Deposits
...
We reserve the right to set limits on the amount you may deposit into your account if we decide it is necessary to do so. We may set daily, weekly or monthly limits. You may also request limits to be set on the amount you may deposit into your account if you wish to control your spending."
Please understand that you need to set any limits (deposit / wager / loss) in each casino account separately.
Please let me know if this advice was helpful or we need to intervene.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello, yes I had a deposit limit set at several casinos in this group and I was still able to deposit there
Automatic translation:
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2 years ago
Please understand that you need to set any limits (deposit / wager / loss) in each casino account separately. Could you advise if you have set deposit limits in Will's Casino directly?
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2 years ago
Translation
No, I didn't. As I said, I created a new account there after I set the limits for the others. Thought by the same group there might be a protection of the casino
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2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
