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