Playboom kept refusing my withdrawal requests for days. Live agents told me that a withdrawal to Revolut was not allowed while I deposited and withdrew 3 times to it. I spoke to an agent named Chris one of the last times and he told me that there were errors and that's why my withdrawal requests were being denied. That's something else then not being allowed to withdraw to my Revolut account. He told me to request another withdrawal and it would be processed with the highest priority and I would receive it the next day. I placed a wager limit and loss limit of 10 euro to be safe as sometimes I can be a bit of a problem gambler and went to bed. Woke up midnight and placed a bet and the wager limit and loss limit went away immediately without 24 hour cool off. Relapsed badly and lost it all. I know the casino did this on purpose. The casino ignores me now, blocked my account after telling them.

Dear JusticeForAll,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so I better understand the situation.

Do I understand correctly your account was self-excluded and you can't currently access it?

Did you set the loss limit and wagering limit in the casino account, but it failed without you canceling it?

Thank you in advance for your reply.

Best regards,

Tomas

No, my complaint is about the casino stalling withdrawal on purpose and the RG tools like wager limit and loss limit not working as they should. Also the fact that they kept putting back my funds days after days after I am fully verified and withdrew to Revolut 3 times prior. The live agents kept lying to me on all occasions. I feel like they built up trust to screw me over when I win big.

When do we get the ball rolling for Playboom to give them a chance to solve this.

I am sorry for not being able to reply sooner.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and

try to assist. All requested information is essential if we wish to proceed with the case.

• Is your account currently blocked due to a self-exclusion or is it blocked due to other reasons?
• Did you set the wagering limit and loss limits using the interface of the casino or did you request it via live chat or other means?

Did you receive any visual confirmation the limits were set up and should have been active? Would you be able to provide proof that either these limits were requested or that these limits were applied? Please send any evidence of this to [email protected] or alternatively, post them here.

They blocked my account after exposing them, I set the limit myself 10 euro each. Wagering, loss.

But on the CasinoGuru website it states they have an excellent Responsible Gambling tool..which clearly isn’t true.

All these days passed and we haven’t tried to contact the casino.

Dear JusticeForAll,

Did the casino at any time acknowledge to you the wagering limit and loss limits were supposed to be active?

Please understand we don't consider these limits to be mandatory and without supporting evidence we are unable to proceed and confront the casino.

I'll await your reply.

They were shocked to hear when I told them and said it shouldn’t happen and they would forward it to their "team" so that it never would happen again. But the thing is CasinoGuru claims that they have an excellent RG tool, which clearly isn’t the case?

''The player from the Netherlands is criticizing the casino for failing to enforce responsible gambling limits.''

Very convenient if these tools do not work and the casino stalls the withdrawals for days. That's why i ask myself why this casino is rated as high for the RG tools on this website.

Dear JusticeForAll,

Would you be able to forward any communication between you and the casino regarding the issue? My email is [email protected]

I've sent it all.

Thank you very much, JusticeForAll, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear JusticeForAll,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We can all clearly see that they don’t give a damn. It’s time to give them so many black points that they go down under.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear JusticeForAll,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

[email protected]