The player from the United Kingdom had reported an issue with a casino deposit limit. He had claimed to have set a limit of £600, but was able to deposit £1263. The player's online account had shown no deposit limits, conflicting with his previous agreement. Despite his attempts to contact the casino, they did not issue a refund. The player had provided evidence in the form of screenshots to support his claim. However, we had clarified that our policy did not cover individual complaints specifically related to responsible gambling tools. This complaint had been closed as the verification of proper setup by the player could be complex and we had encouraged casinos to implement new responsible gambling tools rather than penalize them for potential issues during their implementation.
Winlandia Casino UK - Player was able to exceed his deposit limits.
Amount: £1,263
Winlandia Casino UK
Safety Index:Above averageOther
REJECTED
Case summary
I recently went in chat with the safer gambling team and I agreed deposit limits across all their brands, it was agreed £600
To my horror I have been able to deposit £1263
When I goto the relevant page on my online account in all of the boxes there are no deposit limits at all.
Something is very wrong here.
I have contacted the casino, but they have refused to refund anything...
Please see all attachments as proof.
I am unable to upload as your system doesn't allow me.
Dear marcewen,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please confirm that you set the deposit limits for Winlandia Casino directly?
Please forward me all the screenshots and any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Alternatively, you may submit screenshots here.
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
I have skinned
Found. Where to reply.
But I'm unsure as to what you want from me, as you're asking me to respond but not saying what you want.
From the screenshots of the conversations you sent me, it seems that the casino set you only a 600 GBP spend limit. Do you see this setting in your casino profile?
As I have mentioned previously there was no limits set, and I sent screenshot to evidence this. I just checked it is showing no deposit limits.
Hope that helps.
Yes, I understand there are no deposit limits. I was asking about spending limits. Customer support explained that there is a difference between deposit and spending limits in this casino.
I am unsure as to what exactly you are asking? If you ask it as a question this will help.
I saw now deposit or spending limits in my account at that time.
I understand they tried to explain the difference deposit and spending limits, but at the end of the day I made a clear request for 600, this was not done and I was allowed to deposit beyond the limit I specifically asked them to set.
Hope that helps
I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
