MegaRush Casino - Семиденний період «охолодження» для фінансових лімітів не враховувався.

The provider lowers my bet limit before the agreed time.

I reduced my betting limit to € 1 per month on October 9th, 2020. On October 11th, 2020 I increased my betting limit to € 10,000.

According to your website under "Responsible Gaming" the following applies: "The financial limits can be reduced at any time and immediately. Any request to increase or remove a limit is subject to a 7-day waiting period. The original limit remains active until then."

This was not the case. On October 12th, 2020 I was able to increase my stake over € 1.

The casino has to reimburse me for the stakes I have made since October 12, 2020.

Der Anbieter senkt mein Einsatzlimit vor der vereinbarten Zeit.

Ich habe mein Wettlimit am 09.10.2020 auf 1€ pro Monat gesenkt. Am 11.10.2020 habe ich mein Wettlimit auf 10.000 € erhöht.

Laut Ihrer Website unter "Verantwortungsvolles Spielen" gilt Folgendes: "Die finanziellen Grenzen können jederzeit und sofort reduziert werden. Jeder Antrag auf Erhöhung oder Aufhebung eines Limits unterliegt einer 7-tägigen Wartefrist. Das ursprüngliche Limit bleibt bis dahin aktiv.".

Dies war nicht der Fall. Bereits am 12.10.2020 konnte ich meinen Einsatz über 1€ erhöhen.

Das Casino muss mir die ab 12.10.2020 geleisteten Einsätze erstatten.

Dear Leon,

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. Could you please advise if you have requested your limits to be decreased and, subsequently, increased inside your account manually or you have done it through a Customer Service team? Furthermore, please specify which limits you have requested to be changed as there are 4 different kinds.

I have checked responsible gaming section, and this is what I found https://www.megalotto.com/en/?modal=%2Fen%2Fresponsible-gaming:

SET YOUR LIMITS TO REDUCE YOUR RISK

It is advisable to decide on your financial limits before you start to play, as the chances of players experiencing a gambling problem, is greatly reduced with this in mind.

You can control your play with 4 different types of limits:

·        Deposit limits enable you to set a limit on the amount of money you deposit into your account for a given period;

·        Net loss limits allow you to control the maximum amount of money you can lose over the selected period;

·        Wagering limits allow you to limit the amount you can wager for the period selected;

·        Session limits will limit the amount of time you can stay logged into your account.

The financial limits can be set on a daily, weekly or monthly basis and you can adjust your limits whenever you choose to. This facility is available online here when logged in or by contacting our Customer Service team.

The financial limits may be reduced immediately at any time. Any request to increase or remove a limit is subject to a 7 days ‘cooling-off’ period. The original limit will remain active until then."

Could you please forward any relevant communication or screenshots of your account settings to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards, Petronela

Hello Petronela,

Thank you for the quick processing of my complaint.

I manually set my betting limit to € 1 per month on the website under "Responsible Gaming" on October 9th, 2020. On October 11th, 2020 I set the same betting limit to € 10,000 per month. However, I was able to use € 525 again on October 12, 2020.

This should not have been possible within the framework of the responsible, as a reflection period of 7 days applies if the limit is increased.

Hallo Petronela,

vielen Dank für die schnelle Bearbeitung meiner Beschwerde.

Ich habe mein Wettlimit manuell auf der Website unter "Verantwortungsvolles Spielen" am 09.10.2020 auf 1€ pro Monat gesetzt. Am 11.10.2020 habe ich das gleiche Wettlimit auf 10.000€ pro Monat gesetzt. Jedoch konnte ich am 12.10.2020 bereits wieder 525€ einsetzten.

Dies sollte in Rahmen des verantwortungsvollen nicht möglich gewesen sein, da bei Erhöhung des Limits eine Bedenkzeit von 7 Tagen gilt.

Hello Leon,

Could you please specify which limits you have requested to be changed as there are 4 different types (deposit, net loss, wagering, session). By any chance, have you saved any screenshots of newly set up limits? 

Hello Patronela,

it is the betting limit.

The casino has now replied that they are reimbursing my deposits of € 325 due to the incorrect information in the "Responsible Gaming" section. This has already happened.

However, my casino account showed a positive amount of € 228 on October 12th, 2020.

The casino is now refusing to refund me the remaining € 203.

It is very clear to me that the state before the limit increase must be restored.

I have attached a screenshot as proof.

Hallo Patronela,

es handelt sich um das Wettlimit.

Das Casino hat mir nun geantwortet, dass sie mir aufgrund der falschen Angaben im "Verantwortungsvollen Spielen" - Bereich, meine Einzahlungen in Höhe von 325€ erstattet. Dies ist bereits erfolgt.

Jedoch wies mein Casino Konto am 12.10.2020 einen positiven Betrag in Höhe von 228€ auf.

Das Casino weigert sich nun mir die restlichen 203€ zu erstatten.

Für mich ist ganz klar, dass der Zustand vor der Limiterhöhung wieder herzustellen ist.

Anbei habe ich einen Screenshot als Beweis.

Could you please forward your game and cashier histories? Thank you in advance.

I have now requested my game history from the provider. As soon as I have the data, I will let you know.

Here are my deposits.

Ich habe nun meine Spielhistorie beim Anbieter angefordert. Sobald mir die Daten vorliegen, werde ich dir diese mitteilen.

Anbei meine Einzahlungen.

This is the overview of my deposits.

Das ist die Übersicht meiner Einzahlngen.

Thank you very much, Leon, for your reply. I will be waiting for the game history patiently.

Dear Leon,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.