Ryan Clare
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Posts posted by Ryan Clare
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28 minutes ago, Casinotraveler said:
Hello Ryan!
I doubt that you get anything back. In the end it’s your responsibility. We are all grown ups here.1) Player asks how to limit losses and asks to withdraw
2) Agent says "Take this action to ensure you limit your losses and can withdraw."
3) Player takes said action, autoplays slots $6000 past the floor of where the recommended action was supposed to stop the losses.
I'll have to make sure I grow up next time so I can be more responsible 😂.
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On 01/05/2021 at 07:11, dirtystack said:
It doesn't look like the agent was trying to trick you or anything; looks like they were trying to help you. I guess they didn't have enough knowledge to detail the difference between a wagering and spending limit. I imagine this will be controversial but - the customer support/live chat/help agents don't care if customers win or lose - that is not their job and they get paid the same low amount regardless if someone wins or loses.
Having said that, the live help, despite trying to do their job and keep the customer happy, has defiantly misinformed you regarding the spend/wagering limit. It makes sense what they said regarding not closing the account with pending verification. They definitely should have discussed the self exclusion options - and it looks like they thought they had found a solution to your specific problem which would deal nicely with the pending verification and your concern that you might lose the money.
You should definitely get your balance back, assuming your documents pass verification, but it may take a while as the issue will have to be dealt with by the 'relevant department' You have everything in the transcript that you would need to show that you are vulnerable and were misinformed. Send an e-mail, write in it that you would like the issues escalated to the relevant department and tell your story - include the transcript of course.
Wait and see what their response is, it is the weekend so you may not get a response as soon as you like. If the result isn't satisfactory then you move on to going through their, in house, formal complaint procedure.
I don't see how they can not reimburse you and it's not like this issue is an additional cost to them as you had made it clear your intention to withdraw the money anyway.
If it were to go to an ADR down the road the transcript highlights too many failings on the casinos part: misinformation, customer safety/customer protection tools, and staff training practises to name a few. I think they would try to resolve this to make it go away rather then broadcasting their failings to their licenser.
Taking your issue at face value and assuming there isn't more to the story (not saying their is).
Just want to say thanks for this response!! I had posted this on another forum and the first response was "who cares, you have a major gambling problem - seek help"..it's been escalated to a senior rep. Hopefully there's a way to at least meet in the middle!
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As soon as the chat ended, I placed the spending limit on (I honestly had no clue what a spending limit was and took his word for it). I was reading up on the MGA's regulations today..they seem to say if someone asks for their account to be closed they should clarify if it means self exclusion, they should proactively offer it to people saying they have a gambling issue, and also that there should be a simple process to cap losses. My main gripe is that I was told this was the only way I would be able to not 'gamble everything away' as the agent put it.
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What ended up happening? The rep was actually saying he thinks it's grounds for a refund because they're supposed to clarify if account closure requests are self exclusion requests and I made references to problem gambling 5+ times during the conversation
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Hi there,
I've been playing on Comeon for some time and have lost a ton of money. Yesterday, I made a deposit of $200 and managed to get the balance up to around $7500. I contacted support, and asked that my account be closed and a withdrawal be processed. I said I'm too weak to continue to have access, that I needed the money, and that I would gamble it away if the account wasn't either closed or locked while the withdrawal was being processed.
The support agent told me the account has to stay open to process a withdrawal, but that I could add a 'spend limit' to my account to ensure I couldn't 'gamble everything away'. I immediately set a spend limit of $500, and continued playing, some auto spins, some not, but in that mode where it was like a drug. I ended up losing everything down to $1000, with no pop up, warning, or block from playing.
The 'responsible gaming team' is now investigating to figure out what happened. Is this something that the casino bears any responsibility for or is it all on me?
Thanks for any help,
Ryan
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Responsible Gambling Issue on Comeon! Casino
in Responsible Gambling
Posted
I just read in your other post that you added a loss limit to your account so that you wouldn't lose anything while waiting for your withdrawal to be processed. Are you kidding me 😂😂??