Hi all,
I am just posting this to see if anyone has any comments;
Before I start, I just want to say that I am not very controlled when it comes to gambling, as a result, I had a moment of madness recently and ended up back on bestcasino.com
Anyway, situation is, last year I joined the site back in May I believe for a short period of time, self excluded for 6 months, logged back in November but forgot I had also set loss limits of £1 per month or something (just an extra protection to stop me playing). Anyway, their website does not tell you what limit you have set, and I forgot about the loss limit, deposited £50, had one spin on a slot and hit my limit so cashed out. Didn't exclude as I thought not much point as I have the limit set which takes 7 days to change,
Fast forward to last weekend, logged in, couldn't see any limits set and had forgotten all about setting one, put in a higher limit to see if it told me I had to wait 7 days etc, so put in £100000 or something stupid, Anyway it just said your limit has been set.
Deposited, and to my surprise was able to freely play and loose quite a lot of money. Now I am not trying to raise this with them to get my money back as the money is not a huge amount to me, however the principle of this and their practice is what is concerning me. Has anyone ever heard of a casino doing this? I've seen before when casinos get taken over by new operators, they don't carry over the list of excluded players (this happened to me once) and the site refunded my losses when they realised.
I sent an email to their CS who did not reply (though on live chat they said they had replied). I asked them to give me a report of when I had limits set and changed, and they told me the only limit ever on my account was when I set one on Saturday night. I told them this is 100% incorrect, and to look at my account history, to see the £50 deposit in November, the one spin, and subsequent withdrawal. The live chat woman magically went offline and they must have blocked me as I cannot communicate with them. To me the whole thing seems fishy, I'm wondering if they had some system problems and it wiped player limits, and they realised it hence blocking me out. Or they removed limits to increase revenue maybe..long shot I know.
I have raised this case with IBAS who bestcasino use as I doubt I will get anywhere with their CS, They may not be a big operator, but they are licensed with malta and UKGC so I would expect them to maintain certain standards, but I am not going to let this one drop as I feel I should not have been able to deposit and play those funds, that is the point of the limits, to protect players from mistakes like these amongst other reasons.
Without judgement of me, can anyone share any thoughts on this and whether or not I have a case?