SpinBet Casino - Spilleren overskred indbetalingsgrænsen med kryptovaluta.

Hi,

After raising my situation in the threads section I was advised to make a complaint so here it goes.

I have a daily deposit limit set on my player account of $1000, which works really well when it comes to deposits via Credit Card.

(Deposit Limit Shown in Attached Photos)

On September the 6th I made mutiple crypto currency deposits to the casino which exceeded my $1000 daily deposit limit, totaling $15,080.35 NZD. (Shown in Photo's Attached)

Now I understand that limiting crypto deposits may not be as simple as credit card deposits, but the reason I have a set deposit limit on my account is so that this doesn't happen, where I am left in almost finacial ruin.

I contacted my VIP manager about this and as a result I received a very generous bonus of $2500 to my player account which is great but I am hoping through good faith of the casino that I could possibly recover some if not all of the funds that wouldn't of been deposited if it had been for the deposit limit working. Even if that means subtracting the $1000 (deposit limit) and the $2500 (Bonus) from the total I am not sure, I am just hoping that we can somehow come to an agreement.

Thanks again,

Sam

Dear samstar220,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re facing. To help clarify the situation, I’d like to ask you a few questions:

1. Could you please forward me the email or chat transcript from your communication with your VIP manager after you discovered that your deposit limit wasn't working for cryptocurrency deposits? You can send it to my email at veronika.l@casino.guru.
2. When did you first contact customer support regarding this issue with your deposit limit?
3. Which cryptocurrency did you use to make your deposit to the casino?

Please note that sometimes deposit limits may not work as intended when using cryptocurrencies. This is because many casinos process cryptocurrency deposits outside the standard payment system, making it harder to apply traditional limits and restrictions. We always recommend reaching out to customer support to ensure that responsible gaming options are applied to crypto deposits as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thank you for your response.

• I have fowarded the emails between me and my vip manager to you now.
• I first contacted my VIP manager about the issue on the morning of the 8th of September. I didn't contact customer support about the issue, instead I thought my email to my VIP manager would be adequate.
• I was using USDT on the ethereum network to make the deposits

I understand that applying deposit limits to cryptocurrency transactions may not be as straightforward as with standard payment methods due to how these deposits are processed outside of traditional systems. However, the core reason I set a deposit limit on my account is to safeguard myself from excessive spending, particularly in moments of impulsivity. The deposit limit is there to protect me from financial harm, ensuring I don't overextend myself beyond what I can afford.

I’ve always enjoyed playing at this casino, and it remains my number one choice for online gaming. I respect the best efforts you make to ensure responsible gaming, and I know that maintaining deposit limits, especially with cryptocurrency, can be challenging. That said, this situation is an unfortunate mistake where my set limits weren't applied, leaving me unprotected during my cryptocurrency deposits. As a result, I exceeded my $1000 daily limit by a significant amount, totaling $15,080.35 NZD, which has caused me considerable financial distress.

While I appreciate the $2500 bonus provided by my VIP manager, I am hoping we can work together in good faith to recover some, if not all, of the excess funds that wouldn’t have been deposited had the limit been applied correctly. Even if that means deducting the $1000 daily limit and the $2500 bonus from the total, I would be grateful if we could come to an agreement.

Thank you for your understanding, and I trust we can resolve this matter amicably.

Best regards,

Sam

Thank you very much, samstar220, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello samstar220,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will try my best to help, but there are a few things I have to mention. First of all, we know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, and the casinos should take appropriate steps to help such players. We always strongly advise players to seek professional help with potential gambling addiction or when they feel they can't fully control their gambling "temptation". The casino teams should not remove any limitations the players previously requested and any limit like in your case should ideally be applied to any payment method, however, the player's personal responsibility also plays an important role in these situations. The responsible gambling tools aim to help players limit access to their casino accounts, and prevent unintentional financial losses. It is not intended for the players to exploit its potential vulnerabilities and subsequently request compensation for the lost funds. Have you reached your deposit limit on the "usual" payment method and later tried to deposit via crypto, or have you used the crypto payment method the whole time? I will still reach out to the casino to see what can be done with your situation

We would like to invite SpinBet Casino to join the conversation.

Dear SpinBet Casino,

Can you please provide clarification on the situation? The player has indicated that they have made multiple requests to disable the daily loss limit. Could you please explain why was the daily deposit limit not applied to all payment methods, or to the player's account in general?

I kindly request you to share additional information about the situation and the details of the player's deposit history and their gameplay as I believe this would assist us in gaining a clearer understanding of the situation. If this information can't shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear samstar220,

I was informed by the casino team that they will soon contact you directly and the deposits exceeding your daily loss limit should be returned to you. Please let me know once this is done.

Dear samstar220,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear samstar220,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us, samstar220 if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru