Scatters Casino - Limit vkladu hráče byl deaktivován.

I would like to bring a serious matter to your attention regarding iGaminggroup/Gammix platform and more specifically with Scatters Casino. I'll try to summarize, a lot of extra information and communication is available. All Casino's under the Gammix software take advantage of the vulnerable players. The current problem is with Scatters Casino, but is very much related to Gammix as the operator. Please read below.

From November 2019 onwards I'm continuously experiencing serious flaws in the Responsible Gaming module of Gammix Casino’s. On mentioning this to the specific Casino’s, I’m always confronted by Support agents that are obviously instructed to hold the player off. Strengthened by the fact that I’m being completely honest, I persist in proving my point. Up to now I have 4 cases where the Gammix Casino’s acknowledged the system failure in the end and I was compensated. Because of the compensation I always decided to leave it at that, although I have proof that the way Gammix handles Responsible Gaming is unacceptable from a public point of view. In the latest case they leave me no other option than to go public on the way they handle Responsible gaming.

History:

15 November 2019

CashiMashi (Gammix)

Problem: Active Self-Exclusion was wrongfully lifted by the system after login via Mobile, which resulted in playing away winnings.

Initial Reaction: "Nothing is wrong with our system, you never Self Excluded"

Final reaction: "Please be kindly informed that after reviewing your case we have decided to proceed with the refund of your winnings. We would also like to apologize for the inconvenience you have been facing lately and we understand how frustrating this might have been to you. However, it's important for us to inform you that we are working hard to improve our system."

10 April 2020

Crazeplay (Gammix)

Problem: Deposit limit was set on the 7th and on the 10th the limit was removed (disappeared) without any action from my side. I did nothing special, deposited with Trustly. 

Initial Reaction: "You don’t have an active limit. We can see this in our system. We’re sure"

Final reaction: "We have processed a refund. We're writing to inform you that the issue with disappearing limits has been resolved. Your account was activated by our support team, from now on you can set up the limits and they will not disappear."

10 April 2020

Sugar Casino (Gammix)

Problem: Deposit limit was removed by the system; nothing done from my end but login and deposit.

Initial Reaction: "we have opened an investigation."

Final reaction: "Please be informed that due to a technical error on deposit limits, we have processed a refund via Trustly. We appreciate your patience in this matter and apologise for the inconvenience caused."

4 June 2020

Scatters (Gammix)

Problem: Deposit limit was set and a screenshot was shared with your support agent. Only after depositing hundreds over the limit, the system holds me to not depositing more. Clearly a fault in the system.

Initial Reaction: "After checking your account I was not able to see that you have an active limit for this time and it does not seem like you have activated any new limits recently."

Final reaction: "It does look something went wrong with the system. We do have a license that we are really proud of though and we do not want to do anything to risk losing that.

Rest assured that we so take this seriously. This is to let you know that we have made a refund via Trustly following the deposit limit issue that occurred."

Please take note that everything went wrong continuously. Now at this point the Scatters support desk is again saying that I removed the deposit limit myself. This is absolutely not true and is based on short-sighted system read-outs. I expect you to understand, based on the history, that I did not remove my own limit. I always play with limits, it’s simply the Gammix system that is failing here.

I’ve asked for management contact multiple times but every time a different support agent is holding me off as a gatekeeper.

Situation now: I lowered my limit and did NOT remove my limit. The system removed my active limit. Exactly as happened before. As Gammix agents said in the other cases: "the issue with disappearing limits has been resolved", "due to a technical error on deposit limits..", "It does look something went wrong with the system.". Apparently Gammix just refunded in the other cases and did not fix the issue.

I’ve asked for a final answer in my case, it was negative. Can you please get in touch with me for advice or Scatters Management to get the issue resolved? As you might understand, I’ll not rest before I’m compensated for the issue in which I’m the victim and Scatters is presumptuously holding me off. Scatters support desk is forcing me to move heaven and earth, please bear with me. 

Thank you in advance.

Dear Nilbuuh,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. You asked for deposit limits to be set in Scatters Casino. Was it activated and then it stopped working or the deposit limit was never activated? What was the limit you wanted to be set and how much you could deposit?

Could you please forward any relevant communication between you and the Scatters casino together with your transaction (deposit) history to kristina.s@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Nilbuuh,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.