Bestcasino - responsible gambling?

[flyingads]

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?

[Johnnygotthebone]

These guys have officially cut out Canadian players but I specifically remember when I used to play here, I never had one problem with them

[Johnnygotthebone]

Forgot to mention, same thing with casino extra, I deposit limit is totally useless because it doesn't work

[flyingads]

Forgot to mention, same thing with casino extra, I deposit limit is totally useless because it doesn't work

The point is it did work previously which is what makes me think they removed them?

[flyingads]

Well some news to report;

 

Good news - they agreed to refund my deposits which I have received in full, so they obviously realise there was a problem on their system.

Bad news - on one of my cards which I used to deposit, they are still holding what the bank are calling pre-authorisation on the same amount that I deposited. I spoke with the bank on monday when I noticed double the amount I deposited had been taken, the transactions I made have been posted to the account but there is still a missing balance. The bank said it should drop off in a few days, however it still hasn't. Spoke with the casino who said they would have to speak to the payments team again who seem to take forever to reply.

Has anyone else seen this before? It's a bit like when you use your credit card for a car hire or something and they block money on your card. The bank tell me that as it was posted for the exact amounts I deposited, and at the same time, if it does post on the system they can treat it as duplicates. 

[cocopop3011]

Well some news to report;

 

Good news - they agreed to refund my deposits which I have received in full, so they obviously realise there was a problem on their system.

Bad news - on one of my cards which I used to deposit, they are still holding what the bank are calling pre-authorisation on the same amount that I deposited. I spoke with the bank on monday when I noticed double the amount I deposited had been taken, the transactions I made have been posted to the account but there is still a missing balance. The bank said it should drop off in a few days, however it still hasn't. Spoke with the casino who said they would have to speak to the payments team again who seem to take forever to reply.

Has anyone else seen this before? It's a bit like when you use your credit card for a car hire or something and they block money on your card. The bank tell me that as it was posted for the exact amounts I deposited, and at the same time, if it does post on the system they can treat it as duplicates. 

 

Good news that you've have your deposits back. In regards to the other amount it would usually appear back in your account as it's only been put to one side as long as the casino hasn't collected the payment.

 

How many days exactly has it been ?

[flyingads]

It's been 5 days now, 

 

Problem is their CS and payments are separate companies, and they can't speak to the payments team, I think they're in a different country. The woman in CS said to me, unfortunately I don't think you'll be getting that back, but I don't think she realises that the bank are seeing it as a pre-authorisation hold. The bank said they can dispute it if I want, but I will wait to see if it drops off my card by next week. 

 

I don't think the casino will take the payment because they took the payments for my deposits which show on my statement, and these were exact duplicates of my 5 deposits so hopefully it will be resolved soon. As friendly as they were helping with this, the lack of any clarity from CS would make me think twice before going there again.

[cocopop3011]

It's been 5 days now, 

 

Problem is their CS and payments are separate companies, and they can't speak to the payments team, I think they're in a different country. The woman in CS said to me, unfortunately I don't think you'll be getting that back, but I don't think she realises that the bank are seeing it as a pre-authorisation hold. The bank said they can dispute it if I want, but I will wait to see if it drops off my card by next week. 

 

I don't think the casino will take the payment because they took the payments for my deposits which show on my statement, and these were exact duplicates of my 5 deposits so hopefully it will be resolved soon. As friendly as they were helping with this, the lack of any clarity from CS would make me think twice before going there again.

 

Quite surprised this hasn't just gone back into your bank by now. Any update?

[flyingads]

I spoke to their CS again, they said come back tomorrow for an answer. I said that if it's not released back to my card by tomorrow I will file a dispute with my CC provider who will get the funds back within a couple of days I'm sure. I think amongst the hassle of refunds the payment team have forgotten this hold is in place. 

[cocopop3011]

I spoke to their CS again, they said come back tomorrow for an answer. I said that if it's not released back to my card by tomorrow I will file a dispute with my CC provider who will get the funds back within a couple of days I'm sure. I think amongst the hassle of refunds the payment team have forgotten this hold is in place. 

 

Actually I'd probably just raise the dispute you'd probably get it back within a few hours. Keep us posted.