Deuce Club Casino - Deposit Limits Not Implemented

Dear seanmiller,

We are sorry to hear that you had an unpleasant experience while trying to set your account limits at DeuceClub Casino.

The procedure to set deposits limits is a way to ensure our players enjoy our games at its best while being responsible at the same time.

This procedure is being upgraded within DeuceClub Casino and we require a confirmation from the registered email address in order to avoid outsiders, that might have access to your casino account, to change your games' preferences.

We invite you to contact your account manager so as to check that your email arrived safely and check the status of your account's limits.

We apologize for any inconvenience that this might have caused and we invite you once again to contact support tomorrow morning to claim a compensation on your behalf.

Looking forward to seeing you at DeuceClub Casino soon.

Best,
DeuceClub Casino Support Team

Hi,

Response received. I think the main issue here is be very careful not to set up an account with Deuce casino on a Friday night if you want limits implemented. They only respond to the email when they come into the office? In this case, Sunday morning?

I find this very odd, I thought the idea of the Responsible Gambling ethos was that players request were given priority, and if a limit is asked for it is implemented immediately. I asked via live chat, tried implementing the limits on the live site (it sais you can do this on the website, but you cannot, can I please have an explanation as to why the site states you can, and I checked this information before I opened the account to ensure I could set limits up, else I would not have opened the account), and finally I sent an email that was not implemented until this morning?

It rather feels like my request was ignored. Asking for limits to be set should be paramount, and this Deuce Casino very much failed despite me trying to implement them.

I have been offered a 'bonus' but this is not the solution here.

Hi, I should have stated that I have received an additional email response in addition to the response by Deuce Casino above, this is where it states about the timing of the email and the bonus awarded.

Dear seanmiller,

We really apologize for this delay in setting your limits.

At DeuceClub Casino we assign personal account managers to all our valued player so as to make sure you receive the best service and the required priority.

At this opportunity, due to days off, your personal account manager wasn't available to fulfill your request. Thus, we decided to compensate you for the delay and inconveniences, hoping you keep on enjoying your play time responsibly.

Once again, we truly apologize and we expect we can consider this issue dismissed.

Looking forward to seeing you at DeuceClub Casino enjoying our games.

Best,
DeuceClub Casino Support Team

Thank you for the response.

This hasn't really dealt with the issue though, if you had implemented the deposit limits in a timely manner, as I had requested and tried to do so myself online, I would not have gone through the £200 limit I set. The additional money beyond this limit is the value in question, and the 'bonus' does not cover issue here?

Dear seanmiller,

We understand your claim but at this opportunity we can see that your deposits were made with a difference of a very few hours between them.

In any case, even if Jeff was available, the limits setting regular process takes more than that so it wouldn't have prevented the deposits in such short time.

Offering this compensation is the correct and fairest thing to do.

Best,
DeuceClub Casino Support Team

Thanks for the response.

How long does it take to set the limits, and can you guide me to where this is mentioned on the website, as I did read this prior to setting up the account. I also read that I could set up the limits online, which is why I opened an account with you as this is very important.

Can you explain why you say you can set limits online when you can't? This is why I set an account up with you, seems you misled me with the information you claimed to be correct on your site?

Sean

Dear Sean,

As I mentioned on top of the conversation, we are upgrading the limits system in order to suit all our players needs.

Some players like to set daily limits, other monthly, other hourly and we strive to please all the possibilities. This is why at this point all players need to contact their personal account manager in order to set the preferred limits.

There is no intention to mislead players and we know that this momentary system can lead players to speculate and make deposits over their wanted limits and then come back to claim whichever amount they deposited.

Despite this, we decide to manage this issues with integrity and offer a compensation for the delay. We believe it is not your intention to speculate with the delay since you seem a real player and not a fraudulent one. This is why we are confident we can dismiss this issue without needing to escalate the complaint to AskGamblers professional accounts' activity analysis.

If you find a €300 bonus insufficient we invite you to contact our support manager via Jeff.

Best,
DeuceClub Casino Support Team

I think under the circumstances it will be best to escalate this.

1) website states you can set limits yourself, which is much preferred over the emailing of an account manager (who as your response admits was away at the time yet no one else could assist?), and being able to set limits direct on the site was the basis for setting up an account with you. This was later found out to be incorrect.
2) asked live chat to set limit, this was not done.
3) emailed support to request limits be set, again this was not done.
4) there is a record of all requests and their times

Issue not closed.

Thanks

Dear Sean,

We are forwarding all the pertinent information regarding your financial activity within DeuceClub so as AskGamblers can check if your activity is fair and request was made in timely manner and without speculating with a later claim.

In addition to this we find appropriate to provide any personal detail so as to warn other casinos about this kind of activity.

Best,
DeuceClub Casino Support Team