CryptoLeo Casino - Překročení nastaveného limitu hráče, což má za následek značnou ztrátu.

I suffer from addiction. On 26 April I had made some winnings but the withdraws werent being processed. So I limited my account setting 0.1 LTC max loss (to prevent me from betting in next 24h while the withdraws were being processed).

Cryptoleo allowed me to bet and loss 10 LTC 2 hours after I setted this limit. I'm waiting for over 1 week for my 10 LTC to be refunded and so far I got no answers regarding to this.

I limited the account on 2024-04-26 15:57:06 to 0.1LTC.

I placed a loss bet of 10LTC on 2024-04-26 20:51.

Accordingly to them I cancelled the limitation before I placed that bet. It couldn't happen because any cancellation or limit change wouldn't take affect before 24h.

Their rules say any change to the limit "will not take effect during 24h". So there shouldn't be any way to circunvent that limit.

This is the BetID: 2395730868506341492

Evidences attached. They do not assume the bug!

Dear ghostingura,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve encountered with CryptoLeo and the issues surrounding your account limitations.

To better understand the circumstances and assist you effectively, could you please provide more details on the following points:

• Could you share any documentation or screenshots of your account settings showing the 0.1 LTC max loss limitation set on April 26th, as well as any attempts to cancel or modify this limitation before the bet was placed? My email address is petronela.k@casino.guru.
• Can you confirm if you have previously experienced any similar issues with account limitations or withdrawal processing with CryptoLeo?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello! I sent you email with many attachments. Unfortunately I cannot login to show you the betslip. But their chat confirmed that my bet was placed about 2 hours after I set the limit to 0.1 ltc.

One of their support guys told that this limit was raised after I cancelled it... But it shouldn't take less than 24h accordingly to their rules... And they escalate this multiple times. I'm waiting for over 1 week.

I haven't much experience on Cryptoleo casino but it didn't work as it should.

As you can see here, Cryptoleo already confirmed it was a bug from their end that allowed the bet be placed. But I didnt receive anything refunded so far.

Thank you very much, ghostingura, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ghostingura,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CryptoLeo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal,

We have sent you an email with all the necessary information, kindly check.

Best regards,

CryptoLeo Team

Im waiting for the list of all my transactions, bets, casino plays and my account limitations request aswell... but it seems that the client do not matters for them afterall.

I'm curious about that email. Any reason in particullary so you can't answer here?

Michal please check all the attachments here. Many evidences from their support stating that limitting an account to loss limit 0.1 ltc, is not possible to place any 10 ltc bet.

Also even the support told this: "there was a bug in the system and that's why the bet was placed".

Dear ghostingura,

Due to the evidence I was able to review, it is clear that you did not go beyond the loss limit set by you, simply due to the fact that the winning sum was larger than the sum of deposited bets, meaning you did not go below the set limit. If you wanted to limit the bet amount, the wagering limit should have been set besides the loss limit.

However, I would like the casino to comment on the issue regarding the stated bug, could you give us any more info about that?

Dear ghostingura,

The casino has informed me that there was no bug on the casino's side and the bet that you made (10LTC) was in order and it did not conflict with the loss limit. As I explained in the previous message, everything seems to be in order and no limit was exceeded.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.