The player from Germany requests a refund of $1500 from Zolobet Casino after being able to change deposit limits within 24 hours, despite having set strict limits to control gambling behavior. After providing evidence of the limits and the ability to change them, the casino denies the refund, claiming limits were never set.
ZoloBet Casino - Player seeks refund after casino limit issues.
Amount: 1,500 ₮
ZoloBet Casino
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Case summary
5 hours ago
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Public
11 hours ago
Translation
Hello, I am contacting you because I am requesting a refund of $1500 from Zolobet Casino.
On 10/09/2024 in the evening, I set limits on my account.
Specifically, I set the following limits:
10€ deposit limit per day
10€ deposit limit per month
10€ loss limit per day
10€ loss limit per month
I set these limits consciously to reduce my gambling behavior.
The next day, Thursday, October 10, 2024,
early in the morning, I was able to delete my limits and make deposits beyond my set limit.
According to the casino's statement, changing the limits should only be possible after 24 hours.
On Thursday, 10/10/2024, I made deposits totaling $1500, despite the fact that I should not have been able to change my limit at that time.
After that, I contacted the casino support and provided screenshots and videos proving that it was possible to change the limits before the 24-hour waiting period expired.
On 10/09/2024, I took screenshots of my limits, which I shared with the casino.
The casino kept telling me that they were working on the issue and solving it.
Eventually, I was simply told that I would not receive a refund because they claimed I supposedly never set limits on October 9.
However, I have evidence that I did set limits, as well as videos showing I was able to delete limits and make deposits beyond the set limits.
Please help me in obtaining a refund of approximately $1500.
Automatic translation:
Public
Public
9 hours ago
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Where did you find the information that changing the limits is only possible after 24 hours?
Could you please provide any evidence that you set the limits?
Could you please share your communication with the casino regarding the limits? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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