CasinoWinBig - 責任あるギャンブルツールに質問するプレーヤー。

Hi. In January I won a lot of money and on Friday night, coming back with dates, I therefore set a bet limit at the casino of 5 euros / month to secure my winnings for myself. Next dah I had totally forgotten it when I play at many other casinos. I could still play my money in my casino account despite betlimit. I have now for 6 weeks tried to email them and received 2 answers throughout this time that they looked at the case. After that, they probably template about 20 times but have not received any response! I have mentioned that I want the money back in my casino account but no answer! D3 weighs find a solution and contact me! Should as far as possible send proofs and emails from me and a couple from them.

Hej. I januari vann jag mycket pengar och på fredagskvällen, återkommer med datum, satte jag därför en betlimit på casinot på 5 euro/månad för att säkra mitt vinnande för mig själv. Nästkommande dah hade jag totalt glömt bort det då jag spelar på många andra casinon. Jag kunde likväl spela upp mina pengar på mitt xasinokonto trots betlimit. Jag har nu i 6 veckor försökt att maila dom och fått 2 svar på hela denna tid att dom tittat på ärendet. Har efter det mallar dom säkert ett 20-tal ggr men inte fått ngn respons! Jag har nämnt att jag vill ha tillbaka pengarna på mitt casinokonto men inget svar! D3 vägear hitta en lösning och kontakta mig! Ska så gott som möjligt skicka bevis och mejl från mig och ett par från dem.

Dear Miriam,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please clarify when exactly you set the loss limit? Do I understand correctly that you have set it via your account?

Also, would you be so kind as to clarify how much money you managed to lose after setting the loss limit?

Additionally, if there is any other communication between you and the casino, please forward it to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi. I set my bet limit on Friday 7 / 1-2022 late in the evening, the correct limit is 50 euros (probably wrote wrong before) the next day so I could still lose everything I had left. We are talking about a lot of money, around 8600 euros. I have screenshots from it. Today I went into my account on winbig and suddenly I could not find anything on the transaction history, it was blank, so I contacted the chat who said that I can send an email to get it so I did. But there is something wrong! Where can I submit screenshots? Thanks so much.

Mvh Miriam

Hej. Jag satte min betlimit fredagen den 7/1-2022 sentbpå kvällen, den korrekta limiten är 50 euro ( skrev nog fel förut) dagen efter så kunde jag ändå spela bort allt Jag hade kvar.vi pratar om mkt pengar, runt 8600 euro. Jag har screenshot från det. Jag gick idag in på mitt konto på winbig och plötsligt kunde jag inte få fram någonting på transaktionshistoriken, det var blankt, så jag kontaktade chatten som sa att jag får skicka mejl för att få det så det har jag gjort. Men det är ju nåt som inte stämmer! Var kan jag skicka in screenshot? Tack så mycket.

Mvh Miriam

Thank you very much Miriam for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello Miriam,

I have looked at the case and the evidence you provided and will try to help you from now on.

I would like to invite the CasinoWinBig representatives into this discussion and ask why the loss limit wasn't working as Miriam expected it to. We would like to ask for the explanation of the situation.

Hi. To clarify, it was a bet limit. In addition, it is suddenly not possible to see any transaction history at the casino either. I have been able to do that a couple of weeks after I set the bet limit. But when I start to question properly, I can no longer see that history. Chatted yesterday with someone who said I can email them

. Which I did to get the transaction history and my limit. Still no response from them.

Thanks for any help.

Mvh Miriam

Hej. För att förtydliga så var det en betlimit. Dessutom så går det plötsligt inte att se någon transaktionshistorik på casinot heller. Det har jag kunnat gjort ett par veckor efter jag satt betlimit. Men när jag börjar ifrågasätta ordentligt så kan jag inte se den historiken längre. Chattade igår med en som sa att jag får mejla dom

. Vilket jag gjorde för att få transactionshistoriken samt min limit. Fortfarande inget svar från dom.

Tack för all hjälp.

Mvh Miriam

We would like to ask CasinoWinBig 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’.

Dear CasinoGuru representatives,

Thank you for your cooperation.

We are now investigating the case and as soon as we have more information from our high management, we'll let you guys know.

Kind Regards,

The CasinoWinBig Team

Dear CasinoWinBig Team,

Do you have more information from our high management? We are awaiting your reply.

Hello. Just want to clarify that I expect from casino winbig that I get back the remaining amount into my casino account. Thanks for any help.

Mvh Miriam

Hejsan. Vill bara klargöra att jag förväntar mig från casino winbig att jag får tillbaka det återstående beloppet in på mitt casinokonto. Tack för all hjälp.

Mvh Miriam

Hi, Miriam and CasinoGuru representatives,

Apologies for the late reply.

The case is still under investigation by the high-management department of CasinoWinBig.

As soon as we have a resolution, we'll make sure to update the thread.

Kind Regards,

The CasinoWinBig Team

To casino winbig's top management. It has now been 2 months which I find most remarkable !!!! Now you can solve this immediately !!!

Till casino winbigs högsta ledning. Det har nu gått 2 månader vilket jag finner högst anmärkningsvärt!!!! Nu får ni lösa detta omgående!!!

Hello Miriam,

It seems we will not be getting any meaningful reply from the casino representatives any time soon, they are repeating the same excuse every time we ask them.

Unfortunately, there aren’t unified regulations when it comes to responsible gambling, that would be applied to all casinos and player protection tools are managed by casinos exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and sadly, some casinos operate without them completely.

I apologize, but we cannot punish the casino if it isn’t able to set the limit as you expected, to protect you. Please let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.

As explained above, we will now close this complaint as ‘Rejected’.