BetMaximus Casino - Monthly deposit limit not respected

Hello AskGamblers Team & Vraiages,

Good afternoon!

I am sorry to hear that you had a misunderstanding related to our casino.

I have reviewed your account and on July 21st you had a monthly deposit limit of EUR 25 set on your account, enforceable starting August 1st.

I see that in your request you didn't specify that you wish for the limit to be enforceable immediately and you also didn't mention having a gambling problem that would mandate for a limit to be enforced retroactively.

Your account is currently limited for deposits at EUR 25 per month.

Also, there is no claim received from you by email other than the request from July 21, 2024.
Please be sure that any request sent to us is sent to suppor­t@b­etm­axi­mus.win .

With appreciation,
Nadia I.

Dear @vraiages,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hello,

Can you double check my mail request, i want first to close my account because i lose too much money, and the only other option i could accept is to set a deposit limit.

For me it's clear, when i ask for a deposit limit on others casinos, when they reply to me 'deposit limit was set', it's effective at this right moment, not a moment the casino decides to apply it.

You said it's possible to set a monthly limit and you confirm it was set the 21st of July by mail. This is you to inform me than the deposit limit i've ask will only started the 1st of the next month and not at the moment i've ask for it and you said it was applied on my account.

The only meaning of a player limit is to protect the player to be responsible with gambling, not the casino to decide when the limit start when it was set.

I've also check your t&c there's nothings about limits set and starting only the next month or anything like that.

If i i ask your help to set limits, it's no to set limit ... but.

It's the first time i saw a casino confirm a limit was set, but it'll start next month.

I still want my money refund from your casino, and you can close my account just after that.

thanks

Hello AskGamblers Team & Vraiages,

I can see that indeed you requested to have your account closed, the reasoning being that your favorite slots don't pay as you expect them to.

Currently you don't have any real money funds available in your casino account balance, therefore there are no funds due to you.

If you wish to continue with the account closure, please send your request by email to suppor­t@b­etm­axi­mus.win and one of my colleagues will handle it accordingly.

With appreciation,
Nadia I.

You're wrong, you had to set my deposit limit as the time you confirm it was set, so you should refuse any deposit from me after your last email reply, the 21st of july.

You let me deposit 2 days after confirm my account was deposit limited, the 23rd, 124€, and this is the money i want to get back because you don't respect the rules of responsive gambling.

Best regards,

Hello AskGamblers Team & Vraiages,

The limit was set as per your request.

If you noticed that the limit wasn't applied when you made the deposit, why didn't you contact our customer support team to have it adjusted as per your wishes?

We don't have the option to offer any refunds for amounts you wagered and lost in the casino.


With appreciation,
Nadia I.

Hello,

So you explain me, i need to be responsive even if tools and terms on your casino exist to help players to be responsive and set limits ?

You explaining me than you fail to set a limit at the time you confirm it was set, and it was my fault if i can continue to deposit money despite i get confidence to your casino than you set the limit i've asking ?

You fail to give me the information and set the limit at the time i've requested, and there's no one who explain me the deposit limit will be set the next month, and no terms and conditions mentionning deposit limit will be only effective the next month.

You fail to limit me to deposit money, so it's a mistake from your casino, you have to refund me any money you let me deposit to your casino because of that, proving your a casino respecting their players and the responsive gaming terms.

Best regards

Hello again,

And just one more thing, i've open this case with askgamblers because of that :

https:­//w­ww.a­sk­gam­ble­rs.c­om­/su­bmi­t-c­omp­lai­nt/­dep­osi­t-l­imits

And on this page, we have this information :

"Did the casino accept deposit amounts, exceeding the deposit limits?

If so, then you are free to ask for a refund for all sums accepted by the casino, which are over the deposit limit, you have set. There are no exceptions for this rule and each casino is obliged to follow it."

This is exactly the case we're here, you're accepting deposit amounts exceeding the limit set by you confirm by the email sent the 21st. So as askgamblers claiming, i'm free to ask for refund to all the sums over the limit. There are NO exceptions for this rule and each casino IS OBLIGED to follow it.

I think it's crystal clear for me.

Best regards,

Hello AskGamblers Team & Vraiages,

I understand where you are coming from and I am sorry that our support team didn't explain further how the limit works, however the limit was correctly set to your account and it is functional.

However, you haven't informed us at any point that you are experiencing any type of gambling issues or behavior that would lead us to treat your request in terms of responsible gaming.

Also, on the 23rd you made several deposits to our casino - over the span of the entire day and I wasn't able to find any contact from you asking our support team to adjust the limit. You only chose to contact us on August 04. Here we believe that any player acting in good faith would have shown a minimum attempt to contact us and see why the limit was not working as they were expecting.

Indeed, I agree that the support agent who set the limit should have informed you of the fact that it applies starting with the new cycle, however I don't believe that this is sufficient ground for your request.

With appreciation,
Nadia I.

Hello,

So you said Askgamblers is wrong saying that :

"Did the casino accept deposit amounts, exceeding the deposit limits?

If so, then you are free to ask for a refund for all sums accepted by the casino, which are over the deposit limit, you have set. There are no exceptions for this rule and each casino is obliged to follow it."

I'd like to have their point of view about this problem.

There's nothing else to discuss about.

I've ask for a deposit limit the 21st, you said it was set.

I was able to deposit the 23rd, so the deposit limit failed to work.

I've try to contact by mail at this moment, and receive no reply, and then i leave in trip for holidays, i've just back last weekend from it and i contact yesterday your support by chat, explaining me maybe there's an issue because "sometimes" limits set the next month . So it's seems there's a real problem with the limit from your casino, because the 'sometimes' term and you don't inform player about the exact term of use.

Best regards