NeonVegas - Loss limit

[Barzes]

Hello,

So recently I’ve been in contact with the customer support of Neon Vegas. I had a weekly loss limit set off 300 EUR, My balance was 12000 EUR. I set the loss limit to prevent myself losing the whole balance on a tilt. Well what happened is I’ve was playing on Neon Vegas and i got in a tilt, resulting in me losing a staggering 9725 EUR. This shouldn’t be possible since I had set the loss limit. Meaning that their loss limit does not work correctly.

I’ve reached out to their customer support and they saw that I had set the limit and now it’s been taking 6 days already for them to review my case. Everyday I am talking with the customer support and they tell me that they still need to review it. This means that they haven’t looked into it at all. I really am getting pissed off because of how horrible the service is. I believe it is an affiliated casino aswell so I don’t recommend to play on it.

 

[Barzes]

Update: still haven’t received any updates regarding this matter.

I strongly recommend not to play at this casino! 

[weimaren87]

@Bob_NeonVegas

2 hours ago, Barzes said:

Update: still haven’t received any updates regarding this matter.

I strongly recommend not to play at this casino! 

The same problem occured for me at their sister casino Nitro when it was new. I set a deposit limit, but you could still deposit whatever you liked and play it.. 

[Barzes]

21 hours ago, weimaren87 said:

@Bob_NeonVegas

The same problem occured for me at their sister casino Nitro when it was new. I set a deposit limit, but you could still deposit whatever you liked and play it.. 

That’s really bad imo, promoting responsible gaming yet not acting towards good customer service and letting people recklessly lose a shit ton of money

[Guest]

I know Curacao licenced casinos way more professional and gamble aware than this one. But heyy.. your choice where you wanna gamble .

[ryans_slots]

17 minutes ago, Barzes said:

That’s really bad imo, promoting responsible gaming yet not acting towards good customer service and letting people recklessly lose a shit ton of money

The fact you seem like a problem gambler because if you set a loss limit you clearly wanted to stop yet you tested their responsible gambling tools.

Firstly you should do what you did is loss limit however it didnt work for what ever reasons, you should of set a cool off period for 24 hours, 48, 7 day what ever the specific days allowed you to.

I've had £5,000 loss before by doing what you've done I've learned never to reverse withdrawals (now that the UKGC has stopped all withdrawals its made it safer for players to get their winnings.

I'd file a complaint on askgamblers or which ever complaint system that specific casino uses I am from the UK and wouldn't know, look in their terms and type ctrl+f then search 'complaint' should be easy to find.

As you lost the pending withdrawals I suggest you/what ever country you are take a look at:

https://www.europeancasinoassociation.org/helplines-helpcenters-self-exclusion-portals/

 

[Barzes]

4 minutes ago, ryans_slots said:

The fact you seem like a problem gambler because if you set a loss limit you clearly wanted to stop yet you tested their responsible gambling tools.

Firstly you should do what you did is loss limit however it didnt work for what ever reasons, you should of set a cool off period for 24 hours, 48, 7 day what ever the specific days allowed you to.

I've had £5,000 loss before by doing what you've done I've learned never to reverse withdrawals (now that the UKGC has stopped all withdrawals its made it safer for players to get their winnings.

I'd file a complaint on askgamblers or which ever complaint system that specific casino uses I am from the UK and wouldn't know, look in their terms and type ctrl+f then search 'complaint' should be easy to find.

As you lost the pending withdrawals I suggest you/what ever country you are take a look at:

https://www.europeancasinoassociation.org/helplines-helpcenters-self-exclusion-portals/

 

I totally get what you mean, but if they have such a system it should work. The thing is that they’re taking 9 days to review this case which is really terrible. As of now I still don’t have a reply on my case, live support “sent” several escalations and other reminders but the financial department are just straight ignoring this case lol.

I obviously know it’s my own fault, but it wouldn’t have happened if their system worked properly.

[Barzes]

@LetsGiveItASpin could you help me out with this matter? Still haven’t received any update or anything from this website, whilst I believe you said it was a legit website. Since I asked on stream. Getting kinda hopeless now. 
 

 

[Orzabot]

I am sorry to hear about your loss, to be honest it sounds like a Serious gambling addiction. I love to gamble myself, i have also tried having big amounts pending for cashout, One time om pokerstars almost two weeks. But the difference was that i just waited and then got the money. 

But i also always play on small bet Size like 0,50€ the other day even after a 2500€ win i still kept the small bet Size, completed the bonus and cashed out 3300€. 

If you cannot live with a cashout pending for some days without feeling the need to play with it, then imo it is time to stop or at least take a long break. 

That being said i wish you the best of luck, i really hope you will get the money

[dirtystack]

Usually the loss limit works off the deposits over a period of time.

Example:

You deposit £1000 and win £11000 so your end balance is £12000.

The loss limit won’t stop you playing until your balance is £700 (£1000-£300) as, even though you lost £9725 of the £12000 and have a balance of £2275, the system will still consider you as winning £1275. You haven’t lost anything.
When you set the loss limit it takes the most recent deposit as the starting point.

This has been my experience as to how loss limits work. 
Did you win the £12000 from a smaller deposit. 
 

I hope you get a satisfactory resolution.

I’m not advocating anything or taking sides.

 

It 

[dirtystack]

Wager limit is better to use then loss limit if you want to prevent yourself from losing winnings as there is no net wagering position, wagering limit is always a minus value.

[Alex_Justspin]

Hi @Barzes

Alexander here, thank you for raising this on Casinogrounds.

I wanted to let you know that we are on this, investigating your case as we speak and we will get back to your registered email address and through a PM here on Casinogrounds with more details.

Kind regards

[Orzabot]

@Alex_Justspin i would like to ask if the loss limit works like User dirtystack wrote a few post up? 

[Alex_Justspin]

3 minutes ago, Orzabot said:

@Alex_Justspin i would like to ask if the loss limit works like User dirtystack wrote a few post up? 

Hi @Orzabot

Yes, that is how the loss limits work. Here is a segment from the the latest guidance regarding loss limits on the MGA website:

(c) Loss limits: where the amount of money or money’s worth that can be lost by the player is limited for a period of time: Provided that for the purpose of calculating the loss when a loss limit is implemented, only the amount of money or money’s worth a player loses from his own deposited money shall be taken into account. For the sake of clarity, if a player sets his loss limit at ten Euro (€10), wagers €10 and wins €90 (and therefore increasing the total amount owed to him to €100) and subsequently loses €95, the loss incurred by the player is deemed to be €5 and not €95. 

Kind regards

[Orzabot]

17 minutes ago, Alex_Justspin said:

Hi @Orzabot

Yes, that is how the loss limits work. Here is a segment from the the latest guidance regarding loss limits on the MGA website:

(c) Loss limits: where the amount of money or money’s worth that can be lost by the player is limited for a period of time: Provided that for the purpose of calculating the loss when a loss limit is implemented, only the amount of money or money’s worth a player loses from his own deposited money shall be taken into account. For the sake of clarity, if a player sets his loss limit at ten Euro (€10), wagers €10 and wins €90 (and therefore increasing the total amount owed to him to €100) and subsequently loses €95, the loss incurred by the player is deemed to be €5 and not €95. 

Kind regards

Thanks for that reply. I have not used it myself, but I always understood it if I had 2100 in my account and I put loss limit at 100 i would not be able to go under 2000. But i can see it is written Pretty clear in the terms, Never checked the details myself. 

But that sadly also means that the system works as it should and that @Barzes money is lost? 

[dirtystack]

Probably better we leave them to resolve it privately and let this thread dissipate, if not be deleted. 
 

Depending on the level of player the OP is; an exception might be made or some goodwill offered. Not something any casino would want broadcast and having it potentially displayed here would be inviting trouble. 
 

He is more likely to get some goodwill if the whole issue, and outcome, remains private between himself and the operator.

[biggestdosser]

yup, lets hope for the best!

[Barzes]

Too bad we no goodwill was shown by NeonVegas. Will not play on this website anymore. They took 13 days to review my case to conclude this. Won’t recommend this website to anyone.

@Alex_Justspin

[Teamkayenne]

It's very unfortunate I really hope you win that money back eventually.