Complaint #3
Meridianbet Casino
Session limit time failure
7 years ago
On Tuesday 21st I joined meridianbet. The first thing I always do is set a deposit limit of £100 a month to make sure I don’t get carried away.
I played a few games and won £450. I decided to quit whilst I was ahead and withdrew the money.
The withdrawal process seemed a little unclear so I looked for the contact for support, eventually I found that you could only contact them via email (even though they do state they have chat 24/7)
I exchanged a few emails with support who responded within 30 mins each time (though I did have to re-ask some questions until they were answered) so I was happy with the service up until that point.
At about 2am I decided to reverse the withdrawal and have a bit more of a play, but before I did anything, I went back to the responsible gaming tools page and set my maximum session limit to 30 minutes, again as to make sure I didn’t get carried away.
I went to play blackjack at 02:08 and had some great hands, and some not so great hands. I played for a while and then looked at the time and it was 02:57(ish) and I had not been kicked out of my session or notified if I was running low on my session time, it just let me keep on playing. The time it should have ended my season was 02:38.
I immediately messaged support asking what had happened and waited for an hour until I was too tired to wait further.
The next day I still had no response, so I emailed support again incase they missed the email. After a few hours of nothing I started to get the feeling they had no intention of replying, considering they had been very quick to reply the evening before.
I sent another email urging them to help cooperate and look into this matter, not just for my sake but for theirs as well as it’s quite a major glitch to have on their site.
I received an email that evening stating they had forwarded the messages to the responsible department. I thanked them and waited a few days to hear anything.
5 days later (yesterday) I still had no information, so I emailed again for an update and to keep me in the loop as much as possible. I then received a reply just stating they were investigating.
I am still to hear anything today and it’s nearly a week since the incident.
Below is proof of my deposit limits, please could you help me look into this ask gamblers
I played a few games and won £450. I decided to quit whilst I was ahead and withdrew the money.
The withdrawal process seemed a little unclear so I looked for the contact for support, eventually I found that you could only contact them via email (even though they do state they have chat 24/7)
I exchanged a few emails with support who responded within 30 mins each time (though I did have to re-ask some questions until they were answered) so I was happy with the service up until that point.
At about 2am I decided to reverse the withdrawal and have a bit more of a play, but before I did anything, I went back to the responsible gaming tools page and set my maximum session limit to 30 minutes, again as to make sure I didn’t get carried away.
I went to play blackjack at 02:08 and had some great hands, and some not so great hands. I played for a while and then looked at the time and it was 02:57(ish) and I had not been kicked out of my session or notified if I was running low on my session time, it just let me keep on playing. The time it should have ended my season was 02:38.
I immediately messaged support asking what had happened and waited for an hour until I was too tired to wait further.
The next day I still had no response, so I emailed support again incase they missed the email. After a few hours of nothing I started to get the feeling they had no intention of replying, considering they had been very quick to reply the evening before.
I sent another email urging them to help cooperate and look into this matter, not just for my sake but for theirs as well as it’s quite a major glitch to have on their site.
I received an email that evening stating they had forwarded the messages to the responsible department. I thanked them and waited a few days to hear anything.
5 days later (yesterday) I still had no information, so I emailed again for an update and to keep me in the loop as much as possible. I then received a reply just stating they were investigating.
I am still to hear anything today and it’s nearly a week since the incident.
Below is proof of my deposit limits, please could you help me look into this ask gamblers
Screenshot
