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Hi ▇▇▇ - welcome to CasinoReviews.com!

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

With regard to your claim:


- There's no requirements within the UK license that monthly deposit limits be retroactively enforced. Ordinarily the expectation would be that they are applied from the point of request and subsequently each month after that. The policy decisions of other operators would not be a point of reference as long as Hyper Casino's practices were in line with the license requirements.
- What you're asking for, not to be able to play further for the current month, would fall into the description of a Time Out, a separate responsible gambling tool to the deposit limit.
- Your phone conversation with the operator when reopening your account after your self-exclusion: it sounds as if the agent has discussed the different tools available to you during this call, but has not told you they would implement them for you. Again this is in line with the license requirements. That type of call the agent should be making you aware of the management tools available to you. They're not required to apply them for you. If they've said that they would implement them, but haven't that may be a different story.
- The UKGC reserve management of this type of complaint issue to their own team, prohibiting ADRs from reviewing these claims. As such we cannot take your case on. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

This software also includes a Scheduling tool that will allow you to block days in advance, so you can manage your access to gambling.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Please put 12341234 or something.

Im still abit confused in all honesty. As their website states that UK accounts must have a deposit limit of £100000 set. They told me the reason my deposit limit didn't work was because no deposit limit was set. So they have gone against what is stated on the website. Unless I am completely missing something. How can this be allowed. Surely a licence requirement is following their own rules that are listed on their website.

I also wasn't trying to request a time out. I wanted to stop myself depositing at that moment with an option to possibly increase the limits later in the month (which i am glad i didnt).

All i am saying is a £100000 limit should have been set on my account for the month as per their website. The website also states a calender month is the first day to the last day of the month. As I deposited £350 then set a monthly deposit limit of £250 for that month I shouldnt have been able to deposit anymore as I had already gone over my £250 deposit limit for the month because I already deposited £350.

This is what i am not understanding as surely adding a monthly deposit limit must take into account what has already been deposited before that limit was set for that month otherwise deposit limits are not really being used for safer gambling.  Maybe i am misunderstanding and i apologise if i am but are you saying that each time you set a deposit limit it doesnt take into account anything deposited before that limit is set? So if I had maxed out my deposit limit of £250 and wanted to continue gambling all i would need to do is set it lower eg to £200 and then I would have another £200 to play with instantly (as lowering deposit limits is instant yet increasing takes 24 hours). Then set it to £150 to keep going?

Sorry to carry. I just want to make sure I was clear as it doesn't sound right at all unless I am completely mistaken.

So just to confirm this is a Gambling Commission issue?

Thanks

Hi 12341234,

i) £100,000 deposit limit - whilst there may be a broader issue in terms of license compliance here (that would have to be assessed by the regulator), it would have no bearing on your claim. Your claim relates to deposits in the range of hundreds of pounds. So even had a deposit limit of £100,000 been in place, it would have had no impact on your activity.

ii) Yes a monthly deposit limit will always by definition run to the calendar month. But if you did not have a monthly deposit limit on at the start of the month and you then added one, it will run from the point you initiated it to the end of the current month before resetting. Otherwise, if for instance you had played £500, then set a £300 deposit limit, you could just as viably claim that you had been allowed to deposit more than the deposit limit and seek a refund.

iii) As stated previously, whilst some operator may choose to apply deposit limits retroactively, this is not a requirement of the UKGC license.

iv) Yes, this is a matter that would be reserved for the Gambling Commission to review. ADRs cannot provide rulings on this type of case.

Thanks,

CasinoReviews.com Complaints Team

Sorry last message from me as i am still confused. I really apologise for this and just want to say this message isnt being written in any sort of angry/negative way (as i know emails can be read in different ways).

You are saying in point 1) of your message that the £100000 deposit limit would have had no bearing on my claim if it had been in place and also no impact of my activity.

This is the point i am getting at. My claim is for the £200 that was deposited after I set a deposit limit of £250.

If the £100000 deposit limit was originally set by the casino as per what is stated on the deposit limits page on their website then it would have stopped my activity for the additional £200 deposits as there would have been a deposit limit already on my account for the month and me setting the second deposit limit would have factored in the £350 I deposited previously for the month.

Your point ii) is kind of backing this up. If they had put the £100000 deposit limit on my account then my deposit of £200 wouldnt have been able to happen. eg I deposited £350 and then put a deposit limit of £250.

The overall point I am getting at is that their website states a deposit limit of £100000 MUST be set on a UK account. If they had done this and according to what you have stated in point ii) then I wouldnt have been able to deposit the £200.

Anyways I am grateful for your help and will contact the regulator as surely if something is stated on their website they must abide by it and this is the main point. They havent followed something written on their website. If they had my deposit of £200 wouldnt have been able to happen as 1) There would have been a deposit limit already on my account and 2) The £250 deposit limit i set would have been lower than the £350 I deposited.

Thanks

Hi 12341234,

You set a deposit limit of £250. You then deposited £200. You are claiming that because you set a monthly deposit limit that the deposits before your deposit limit was set should be counted. We are saying that this is neither required by regulations regarding deposit limits, nor do we view this as a logical application of a deposit limit.

As stated previously, there's no regulatory requirement for the operator to have enforced any deposit limits. If your argument is that this has to be the case, then that's something you would have to take up with the regulator. We cannot assist you with it.

Thanks,

CasinoReviews.com Complaints Team

Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Requested to reopen account after self exclusion. Spoke on the phone to safer gambling and was asked questions. I said I would be happier having deposit limits set on the account once reopened. Account was reopened and I assumed there were monthly limits set (my own fault which I am fine with). After depositing £350 which was past the monthly limit I thought was on the account I realised I was wrong. I therefore set a monthly deposit limit of £250 thinking this would prevent anymore deposits as I had already spent £350 for the month but i was wrong again. I stupidly felt like gambling the next day and just tried depositing and it let me. Luckily i stopped at £200 but it shouldnt have been able to happen after setting a limit.

I complained to the casino and they said ‘AS THERE WAS NO DEPOSIT LIMIT ON THE ACCOUNT WHEN REOPENING, SETTING A NEW DEPOSIT LIMIT DOESN’T FACTOR IN ANY PREVIOUS DEPOSITS FOR THE MONTH AND THAT I WOULD NEED TO SET ANOTHER DEPOSIT LIMIT IN ADDITION TO THE ONE I ALREADY SET'.

This in my opinion is crazy in many ways as allowing a self excluded player to return (when they mentioned deposit limits on the phone call) and having no deposit limit set is dangerous. But also their website states that a monthly deposit limit of £100000 should be set for UK players. 1) This is way too high especially for self excluded players. 2) This should have therefore been set on my account which going by their response would have stopped anymore deposits once i set the initial deposit limit.

So i am complaining mainly about the additional £200 I was allowed to deposit after setting a monthly deposit limit. I purposely set it under what I had already deposited. for the month (£350). At all other casinos I have played at setting a monthly deposit limit only allows you to deposit that amount per month. If I initially deposited £350 I would need to set a monthly deposit limit of over £350 to be able to continue depositing for that month yet I lowered it below to £250 and would have been able to deposit an additional £250 to the initial £350 that I had already deposited.

So for me to stop depositing I would have either had to have known to set a deposit limit of £0 or set two deposit limits for the month to protect myself which is ridiculous. The deposit limits should work instantly. This should also have been communicated as how would someone know to do this.

On a side note I was very stressed and was speaking to a live chat agent on the day I deposited the £200. They were kind but said it was being escalated and I would need to wait. I explained it was causing me stress and they apologised. I tried to wait and became very stressed so I contacted back the next day. The live chat agent then gave me the impression that it hadnt been escalated and I was literally waiting for nothing. I just think the whole experience was very bad especially for a previous self excluded player that had commented that this is causing them alot of stress.

But my main complaint is regarding the £200 that was deposited after setting the deposit limit lower than what I had already deposited for the month even when there website states a limit must be set for UK players and they told me that no limit was set which meant i had to set two deposit limits for it to work.

Thanks

Hyper Casino - Deposit limit rules differ from all other casinos I have played at

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