Casino Room - is acting against their Terms and Conditions by not applying a 7 day cooling-off period after a limit change. They refuse refund.
Found for the Casino - While there was a error in the information on the Casino Room site, this player had very recently received a payout for a similar error and was well aware of the correct policies.
Read our Casino Room Review.
I am contacting you regarding an issue I have with the online Casino "Casino Room". My account number there is [EDIT].
I had a loss limit of 10€ a day at Casino Room. One day I wanted to gamble again so I cancelled the limit. According to the terms and conditions of Casino Room, after cancelling such a limit, the limit stays in effect for another 7 days due to a so called "cooling-off period". This period is for a players safety, and therefore a big part of Responsible Gambling. I also asked live support, and they confirmed the cooling-off period to me. I have screenshots of both, the terms and conditions stating the 7 day cooling-off period as well as the conversation with the live support which confirms this to me.
Unfortunately for me, I was able to deposit and furthermore play again without any loss limit after only 24 hours, instead of after the 7 day cooling off period. This is clearly against the terms and conditions of Casino Room. I deposited 3.840,00€ and lost all of it. Due to the fact that according to the 7 day cooling off period which is stated under point 4. "Addiction and Self Exclusion" of Casino Rooms Terms and Conditions, my 10€ loss limit should have still been in effect. Therefore, I only lost the money because Casino Room was not acting according their Terms and Conditions. In my opinion, Casino Room has to pay me back 3.830,00€ (3.840€ of deposits minus 10€ which I should have been allowed to lose = 3.830,00€).
I contacted Casino Room about this issue, but unfortunately they are not willing to pay me back the money nor to cooperate. My Account Manager there says that they are acting in accordance with their Terms and Conditions and that there is a cooling off period of just 24h. This is clearly NOT true and I can prove this.
I mean just take a look at their Terms and Conditions under Point 4.
In my opinion this case is very clear. Casino Room has to pay me back 3.830,00€ since they were not acting in accordance with their Terms and Conditions. If they would have, I would not have lost the money. Therefore they have to pay the amount back to me. For me, this is clear, but since they do not want to cooperate I contacted you now.
By the way. As you know the 7 day cooling off period is for a players safety and therefore a big part of Responsible Gambling.
.I really hope and believe that you guys can solve this problem for me.
Thank you very much in advance,
the casino review
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