Responsible gaming wager and lost limits
On 26th of October I have emailed Supacasi support I want to settle limits for deposit, wager and lost. They have confirmed to me by email limits are settled and KYC documents are verified.
Still on 30th of october When I contacted them on chat they allowed me to play over the limits that was confirmed earlier.
At this stage I gambled all the amount and this should not be allowed as they should protect me as a member and under the terms and conditions, they have broken over agreement. After contact by chat I was available to place bets over my daily limit and also weekly and monthly. Both wager and lost limits.
Here the terms and conditions:
Responsible Gaming – Account Settings
4.1 An Account Holder may, in the Company Account Settings:
a) Set a limit on the amount that they deposit into their the Company Account within a specified period of time, depending on their country of residence;
b) Exclude themselves from playing for a definite period of time.
4.2 An Account Holder who has set a limit as above a) may change or revoke the limit in the Company Account Settings. Increasing or revoking a limit takes effect 24 hours after Company has registered the change. Decreasing a limit takes effect immediately after Company has registered the change. Company shall not accept a wager from an Account Holder contrary to a limit or exclusion set by themselves as above.
4.3 If the Company believes that a player’s gambling activities will cause them financial or personal difficulties, the Company reserve the right to close their the Company Account.
4.4 Kindly be advised that gambling can be addictive. If a player deems to require help to overcome any such addiction, they should kindly visit the Responsible Gaming page of the Website.
4.5 For further information on financial protection please refer to Time-Out, Self-Exclusion and Financial Protection of Players Section below.
Time-Out, Self-Exclusion and Financial Protection of Players
Time-Out
Time-out enables you to take a short break from playing with us. Once you begin your Time-out period, you will no longer be able to deposit funds or play on any of the Company’s products. However, you will be able to withdraw any remaining real money balance you may have. Available periods for Time-out are: 1 day, 2 days, 3 days.
Revoking a Time-Out period can only occur after 24 hours from the initial Time-Out request. Upon expiration of the Time-Out, your account will automatically be re-activated.
Self-Exclusion
Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.
Self-exclusion means that you can choose a period from 8 days up to 3 months that your account will remain closed. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.
Please contact us only via email and inform us about your decision to pause your activities at the Website.
To receive guidance and support about potential gambling issues, please visit:
GamCare at www.gamcare.org.uk or call their confidential helpline on 0808 8020 133 or
Gambling Therapy at www.gamblingtherapy.org
When setting up your account you may also choose to impose a maximum wager you may make in relation to a game, as well as set a limit on the losses which you may incur, within a specified period of time. You may also opt to set a limit on the maximum amount of time spent during a single session. Should you exceed the maximum self-imposed limit at any time, then your session will be automatically ended and access to our Services will be denied.
Upon setting a limit or exclusion in the manner contemplated above, you can only request a revoke by written notice or electronic notice sent to Company. Company will take such requests under consideration;however, it will be on Companys absolute discretion to deny such request.
There are specific software products available to assist the customer with the auto-exclusion process, supplied by organisations such as ICRA.
We take all reasonable steps to ensure that the Self-Exclusion procedure is adhered to and we shall use all reasonable endeavours to ensure that no promotional material is sent to customers who have excluded themselves from playing. However, the customer accepts that we are in no way responsible towards the customer or any third party if he/she continues to play with any added accounts, in which he/she has changed any registration details (including cases in which the customer opens an account with the same details but inserted differently in the registration form) or if publicity material is inadvertently forwarded to him. We also strongly recommend that the Client seeks urgent professional assistance if he/she finds a way to continue playing during the Self-Exclusion period.
In the conclusion I gambled of 842 euro, this should not been allowed as my daily limits on deposit, wager and loss was 20 euro/daily, 140 euro/ week and 560 euro/ month. All bets were made from balance of 842 euro on same day 30th october 2021.
As they broke our agreement.
This is the final answer from support SupaCasi
"We would like to inform you that we reviewed your account and all communications and please find below our decision regarding this investigation.
On Saturday 30/10, 11:15 you contacted us via chat and our agent Georgia informed you that no wager limits nor loss limits have been applied on your account. Only deposit limits have been applied 20€/day, 140/week & 560/month. Immediately after this communication you placed all your balance on two sport bets and lost both. Same day after a while you ask for all your balance, amount 842€ to be returned even though you were fully informed that no betting limits have been applied on your account.
So, we can meet your request in the middle and we can offer you your depositing amount back, amount 383€, immediately when you confirm by replying to this e-mail.
Please let us know how you want us to proceed"
Due to limits being already settled and confirmed from their support on 26th of october 2021, I have all evidence.
I did not agree with how they tried to negotiate down the amount to my total on from memberships beginning.
I have replied they should payback 842euro immediately don't know even if they will reply on for final decision.
Hope they will give justice otherwise people will find out during this info.
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