Pelipeto Casino - プレイヤーは、入金制限ポリシーによって誤解させられたと感じている。

I made several deposits and managed to win almost €5,000. After that, I withdrew €4,400 and set a weekly deposit limit of €400 to control my spending.

I continued playing with the remaining balance, but eventually lost it. After that, I started depositing again. Despite having set a deposit limit, it did not prevent me from making additional deposits. I was able to continue depositing repeatedly and ended up losing all of the money I had previously won. In total, after setting the deposit limit, I lost €3,394.

Following this, I contacted customer support via live chat. They informed me that there was no issue with the deposit limit. According to them, withdrawals are counted as negative amounts toward the deposit limit. This means that when I withdrew €4,400, it effectively reset or increased my deposit allowance, enabling me to deposit all the withdrawn funds back into my account.

From my perspective, this is extremely misleading. When I set a deposit limit, I expect it to strictly limit how much I can deposit regardless of withdrawals. Instead, the system allowed me to bypass the purpose of the limit entirely.

Additionally, this behavior was not clearly explained anywhere. I genuinely believed I was setting a real safeguard to control my gambling, but in practice, it is just way for the casino to make their loses back.

So I am requesting help to get some kind of resolution to this sitsuation, which is goood for both of the parties.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pelipeto Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account?
• Could you please share records of your payouts and deposits as they appear in your system so that the timeline of these events is clear?
• Could you please share any records documenting how you were informed the deposit limit works before and after it was set up?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes I do have access to my account

Here is records of the payouts and deposits, I set the deposit limit of 400€ after the 600€ withdrawal at about 12:25

There is no info how the deposit limit worked while setting it up. So I wasnt informed how it worked.

After this all had happened I contacted them, then they told me this

For me this sounds crazy as in practice, for the limit to actually prevent losses after my withdrawal, I would have had to set the limit to a negative amount, which is not possible. As the system counted my withdrawals made before I set the limit as negative towards my limit, which is absolutely insane as the limit should prevent loses not be tool for the casino to win their money back.

Also I sent rest of the emails between me and the operator trough email to you.

Thank you

Hello Jake123,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the information you provided here and via email.

Considering the timeline of your deposits and withdrawals, based on the description of the net deposit limit on the casino's responsible gambling section https://www.pelipeto.com/fi/vastuullinen-pelaaminen, we can't conclude that the responsible gambling feature failed or malfunctioned. These tools are not mandatory, and casinos are permitted to implement and manage them according to their own policies.

It might be a good idea to combine and set up multiple limits at the same time to cover more situations if they are available. Please note the player is ultimately responsible for their account, account balance, and all bets taking place.

Please let me know if there is any information I might not have considered; otherwise, the complaint will be closed.

Dear Jake123,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru