Jump to content

Responsible Gambling Issue on Comeon! Casino


Recommended Posts

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

  • Sad 1
Link to comment

Well, the chat agent def tricked u, because the spending/loss limit didn’t protect you from losing your winnings. Only a wager limit can protect u from losing winnings. Also You should be able to self-exclude, while the withdrawal is processed. Any KYC can be sorted by email, so this makes no sense.

I hope they decide in your favor, but it’s a tricky case, that could go either way. You got the chat logs?

  • Like 1
Link to comment

6EE2DEAD-C052-4211-9CC0-24B243162B84.thumb.png.d51545c69b0e32e7e904755beb0ce3f7.pngAs 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.

Edited by Ryan Clare
Link to comment

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).

Edited by dirtystack
  • Like 1
Link to comment
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! 

Link to comment
On 30/04/2021 at 23:37, Ryan Clare said:

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

Hello Ryan! 
I doubt that you get anything back. In the end it’s your responsibility. We are all grown ups here.

 

Link to comment
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 😂

 

 

Edited by Ryan Clare
  • Like 1
Link to comment
2 hours 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.

 

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 😂😂?? 

Link to comment
3 hours ago, Ryan Clare said:

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! 

There is always a middle ground. These situations can be emotionally charged, understandably so, when there is money involved. The best thing to do is stay polite and reasonable as it makes the other side of the argument stay polite and reasonable. If one party exhibits too much negativity, even though understandable, it is likely to cause the opposing side to become negative also and leads to the deterioration of communication.

Give them a chance to piss you off completely before you get pissed off completely. 

If that makes sense, anyway, keep us informed how it all plays out.

If you get a positive resolution you don't need to go into detail, just a thumbs up will do.

Edited by dirtystack
Link to comment
  • 10 months later...

Hi there, 

I’ve been Playing on ComeOn for about 5 months now on my 2nd account. They verified & allow me to play. Last week, I made a withdrawal of $500, next day, they closed my account without any notification. I contacted their support agent, and told the reasons, it’s having a second account. Then now, they don’t want to give my $500, telling their Terms & conditions under 2.2. But on the clause 2.3, they will closed right away the account if they found out. From the start, they know that was second account since I use same name, same device, same IP address. But still, allowed me to continue playing. 

Link to comment
20 hours ago, JhondyBolire said:

Hi there, 

I’ve been Playing on ComeOn for about 5 months now on my 2nd account. They verified & allow me to play. Last week, I made a withdrawal of $500, next day, they closed my account without any notification. I contacted their support agent, and told the reasons, it’s having a second account. Then now, they don’t want to give my $500, telling their Terms & conditions under 2.2. But on the clause 2.3, they will closed right away the account if they found out. From the start, they know that was second account since I use same name, same device, same IP address. But still, allowed me to continue playing. 

Heya, while it's really unfortunate, you should know better that having 2 accounts on 1 casinos will get you issues. Playing knowingly on 2nd account I'm sure you knew you were breaking T&C intentionally since you referred to them. If you're playing at casinos, prior to depositing always check the terms and do NOT use multiple accounts. Take it as a learning lesson.

Link to comment
8 minutes ago, Skylined87 said:

Heya, while it's really unfortunate, you should know better that having 2 accounts on 1 casinos will get you issues. Playing knowingly on 2nd account I'm sure you knew you were breaking T&C intentionally since you referred to them. If you're playing at casinos, prior to depositing always check the terms and do NOT use multiple accounts. Take it as a learning lesson.

Maybe you are 1 of them, who purposely do the same. From the start, they should know, same Name, same Birthday, same ID for verification. ComeOn, what are their screeners doing? Oh sorry, maybe sleeping, at the same time, purposely verified the account, so same thing, if they made a withdrawal, then BOOM, the money that you withdraw are belongs to them now. But never think how much money you spent before you got that withdrawal.

Link to comment
1 hour ago, JhondyBolire said:

Maybe you are 1 of them, who purposely do the same. From the start, they should know, same Name, same Birthday, same ID for verification. ComeOn, what are their screeners doing? Oh sorry, maybe sleeping, at the same time, purposely verified the account, so same thing, if they made a withdrawal, then BOOM, the money that you withdraw are belongs to them now. But never think how much money you spent before you got that withdrawal.

I do not know the reasoning as to why you were allowed to play in the first place, maybe they didn't have automated checks and have only noticed it when you tried to withdraw. I do agree there should be automated checks to prevent players from having duplicate accounts and a lot of casinos do have them, unfortunately for you though something went wrong in your case. 

Link to comment

Never heard of that casino or how legit they are while it is unfortunate what happened to you in this situation I do feel all casinos need to enforce more actions on this to protect their players like mentioned above you asked to have a 'spend limit' which didnt seem to work and also a non reversable withdrawel these are just 2 at the top of my head 

Link to comment

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

×
×
  • Create New...