Beschwerde #3 BetMaximus Casino

Monthly deposit limit not respected

Von vraiages

vor 1 Jahr

Hello, i've requested to set a 25€ monthly deposit limit on my account the 21st of july. Casino support confirm me it was set the same day.

Despite i've already deposit more than this amount before the 21st of july, i was able to deposit 124€ with 6 deposits the 23rd of july.

I want a full refund of this 124€ as my deposit limit should block me at the first deposit i've made the 23rd.

I have attached emails and accounts captures to prove my request. I've contact casino by email, but have no reply since, the chat claiming sometimes deposit limit can be apply when the next month begin, but the reply i've received by email the 21 st doesn't inform me about that, only than the deposit limit has been set the 21st, so no more deposit should be accepted for july.

Best regards,

Unseriöses Casino BetMaximus Casino

Grund Einzahlungsbeschränkungen

Betrag €124

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear all,

Following a careful review and consideration of all the information presented by the parties during the complaint process and despite the AskGamblers Complaint Team willingness and effort to resolve the case, we came to conclusion that the player wasn't duly informed or aware that monthly limits start from the 1st day in the month. Instead, he was informed via email that the limits were set on 21st of July. According to responsible gambling guidelines, we believe deposit limits should be explained in a detailed and unbiased manner.

Therefore, we have no other choice but to close this case as Unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

In case Casino reconsiders it's decision and returns the player's deposits made after 21st of July, we would gladly mark the complaint as Resolved.

Also, we would like to advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity.

vraiages

• 3 Bewertungen

vor 1 Jahr

Hello,

Accordly to the terms and conditions i'm totally agreed of them, as askgamblers said nothing mentionning a delay for applying a monthly deposit. This is the only thing you have to respect, your terms and conditions.

And like everyone can see here in public, I already know how my complaint will be solved if it's going private with only you without askgamblers to help me, like you said you'll never refund me, and i know a direct complaint will never open to everything as we can see here with all the proof i bring to the table. I know it will be a lost case, as you're position is to make me guilty of something.

Regards

BetMaximus Casino

• Representative

vor 1 Jahr

Hello AskGamblers Team,

It seems that we sent the last reply at the same time.

As stated in our casino's terms and conditions, we offer no refunds for funds that have been wagered and lost.

If the player wishes for his complaint to be reviewed by our management, then he will need to file it directly with our casino. I am only able here to offer solutions in accordance with the terms and conditions which the player agreed to.

In order to file a complaint with our casino the player first needs to verify his account. For this he will need to upload:
- photos of a valid passport (title page + biographical data page) or national ID card (both sides);
- a selfie of the player holding the passport open to the biographical data page;
- photo of a bank statement or gas bill or electricity bill - issued in the last 3 months showing the player's full residential address;
- photos of the card(s) used to deposit - front and back. On the front side the first 6 digits and last 4 digits of the card need to be visible (the rest can be covered). On the back side the cvv code should be covered. All other details should be visible.

The photos needs to be clear, in focus and have a high resolution. All four corners of each document needs to be clearly visible in the photo and no details should be obscured or edited (with the exception of the elements for the card mentioned above).

These can be uploaded directly by the player on the dedicated Identity Verification page.

Once his account is verified I can provide the rest of the information on how the complaint needs to be filed.

With appreciation,
Nadia I.

vraiages

• 3 Bewertungen

vor 1 Jahr

Hello,

Askgamblers reply to you if don't see it.

And yes i don't contact you immediatly, my last deposit was at 11:33 pm the 23th and i reply to you the day after the 24th at 7:16am, so in less than 8 hours.

Getting the things clear after a good night ...

But i'm really getting tired to spend all my efforts to prove my good faith, so you can continue to try to find someone against me, but now i stay until Askgamblers decide to close the case unresolved or your refund my money.

I've nothing to add.

Best regards,

BetMaximus Casino Beschwerde-Statistik

Gelöst 1 / 4

Durchschn. Betrag $845

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 18 Stunden

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