Maneki – Responsible gaming

Ruling

Resolved - A responsible gambling issue has been identified and rectified and Maneki Casino has refunded this player deposits.

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Player's Complaint

I have sometimes had problems with gaming. I played at the maneki casino and had 30,000 euros in my gaming account. I contacted the casino and told about my fear of losing all the money, since you only have to withdraw 1500 per month. I then set the loss and game limits. the company's policy says that you want to increase the boundaries or remove them so you have to wait 7 days. I have nevertheless been able to write to the casino several times who have immediately removed the boundaries without having to wait. some agents have refused to remove the boundaries directly or referred to the company's rules, saying that the other agents have violated the rules. Now all my money is lost. a total of 30,000 euros. something that had not happened if the agents followed the rules. when i had these 30,000 euros in my account, i was incredibly happy with money as these would save my and my family's life. men I knew even though my problem for I was really scared to lose the money that would save my life. so I contacted an agent at the casino about my concerns and asked about self-suspension and what would happen to my money if I chose to close myself. the agent told me "if I self-exclude I will not get the money" and that "it only goes to 4000 a week. Something I also feel is wrong, because I had it close my account and I can get the money I did not losing them and sitting in this bundle as I do now, nor could I be with the agent if I had a problem my account would be closed and then I would not get any money at all.

I dont feel that this is ”responsible gaming” from the casino. f I had to follow the casino's policies and rules sometimes when I want to change the boundaries and when I want to withdraw, then the casino should also have to follow the rules and policies. it is the same agent that has repeatedly repeated emotional politics and erased boundaries directly. the other agents have defeated the rules and referred to the casino's rules and policies. [EDIT], the manager, contacted me and badly told me what happened. I did and after that she ignored me and did not answer my questions. nor has she informed me that I can turn to your current complaint. I think the casino has made its own policies and rules, if this had been broken, my money would have been left. I also think that it is wrong of the company to give me bonuses that I could tell myself to cancel, but then when my money was a waste, I wonder why I could no longer use the bonus I had made. then get in response "players from sweden are not allowed bonuses" fast two weeks earlier I got a bonus which I myself bad not to receive.

I I think I have the right to get the money back. when the casino claims to appeal for responsible gambling and takes it seriously but still chooses to break it. I understand that I also have my own responsibility, but then there is a problem for me and I as a player should be protected against this. it's about a very high sum of money. a sum of money that would have saved my life and given me the chance to arrange life and work for a recovery.

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