RESOLVED: Netbet Casino Complaint

Hello ,    this happen again to me can you help ?  please ,   i set a loss limit of 100 Ron  and they let me lose over 2600 Ron  till i got stoped ,   they did not change anything since my other report or complaint ,  i had a winning session  ,   i  set my lose limit ,  start playing  12 hours later and they stopped  me way pass the lose limit ,    they reply to me with an email saying that i only lost  100 Ron  as they have calculated what happen before i set the limit ,    the limit states cleary that it starts once is activated , also in chat they told me i should have stoped my self and contact them ,  also told me that the system  calculates what happens in previous month , and they know is a problem,   so  if you win 10 k   and after 28 days you activate a 1 k lose limit , you will need to lose 11000  to get stopped.  

Thanks

Hello beby19,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello beby19,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative regarding your issue at the casino. Please keep an eye on this thread for the updates.

Hello beby19,

We've received a reply from the casino. Here's what they say:

" The player set a monthly losses limit on 2020-05-30.

This limit is valid until the 30th of June 2020,

So this player was allowed to lose - according to the limit he set -starting with 30th of May 2020 up until 30th of June 2020

He indeed had a losses limit until 23.05.2020, the one he talks about in his complaint , but he increased it to the one which is now active

We will also contact the player in order to clarify the situation."

Hi , we did exchange  some emails ,  i only care about the 2600 ROn i lost  after  i set a lose limit of 100 ron . 

So  on 15.05.2020  i start playing ,   i deposit  about 3000 - 4000 Ron   ,  after midnight  about 2 Am  my balance was about 7500 ,  i witdraw most of the money ,  set a loss limit of 100 Ron  and went to sleep ,  after i woke up did my things , i start playing againt  about 9 - 12 hours since my last sesion  ,   i had left in the account about 150 - 200 Ron , i lost that  and after i canceled withdrawl  and they let me lose another 2500 - 2600 Ron  till i got stoped  by the loss limit . 

Netbet says in the emails that i only lost  100 ron in the 16.05 when the limit was set up   , because there system calculates what happens before you activate the limit ,    and i m asking what is the point of setting up a limit ?   why 2 years ago  , when i had a similar case ,  you never mention  that it counts before  and only refer to the money that players deposited.  a week ago  a similar case was open by a player  from uk  and you gave the money back , same  problem  . 

your the only site i had  problemes with  when it comes to responsible gamble tools ,   they should help players  ,not  helping themselves .

they did admit to me in chat that they know  there system calculation wrong whats happens before , they said it calculates with 1 month back  ,  so  if i win 1 milion  and set 20 days later a lose limit   of 10 , i need to lose 1 million and 10 to get stoped , how can it that be , i asked 20 casinos and they all confirmed that the lose limit starts when is first activated , and it starts from 0  as is mention on there site as well but only when it resets , theres no mention in there terms that the lose limits is calculated retroactive.

not sure if i m allowed those links but i post them to see that i am right and more people had the same issue  and you refunded them..

Hello beby19,

We've sent another email to the Casino Representative and asked him to conisider decisions made by the casino regarding the other similar cases you've mentioned before the casino makes a final decision about your case. We'll keep you updated.

Thank you ,  no reply yet ?

Hello beby19,

They've advised us that they are looking into this. As soon as we receive a reply, we'll let you know.

Hi , any update ?  

Hello beby19,

No, we haven't received any updates from the casino yet. We've sent them another reminder email.

They still dont care ? 

Hello beby19,

We've received a reply from the casino with the calculations of your losses and dates. Since it contains private information, I've sent it to your private message inbox.

According to these calculations you did not lose more than the limits you were having active on the mentioned dates.

The calculation  is right  , but theres no where in the terms that they specify  retroactively ,  

- after the limit was set the player placed bets in a total of 8853.5 RON and won 6381.3 RON resulting in a loss of 2472.2 RON;

It also mentions that  when limit resets it stars from 0     , so that meens it should start from 0 when is first activated , 2 years ago thet did not mention  retroactiv  , they only refer that deposits are taken in the calculation  , they also  admit to me in livechat they have problemes  , i have asked 20 sites  and they all stated it starts from 0 

The retroactiv  is from them from there head ,  what is the point of setting a lose limit  when they will let you lose what you won before you set the limit

So  Lcb agrees with them  ?   you win 100 k  u set a lose limit of 10 $ and you need to lose 100 k and the 10 $ to get stoped ? 

Here are the terms  , it starts when is first set 

Hello beby19,

We're going to investigate these further and let you know what we think about this. Keep you posted.

Thank you    , you will find  many other cases about the loss limit  problemes on netbet where players have been refunded,  when i lived in Uk they refund me also , but now living in Romania   they  totaly change the approach same as some affiliate sites where my case was refused

Hello beby19,

After the casino sent us the record of your limit and stats in chronological order (we've sent you this info to private message inbox since it contains personal details) and their conclusion that you did not lose more than the limits you were having active on the mentioned dates, we've double checked everything and their decision is correct according to the casino's Terms and Conditions. 

They've told us that their decision about your case is final and they won't change it, therefore, there's nothing more we can do to help you with this case.