Very unresponsive and unprofessional Customer Support.
Crown Europe is a casino that doesn't pay out the winning
I started playing at this casino on January, 23rd. I deposited 50€ and recieved a 100€ automatic bonus. I registered only to play a few rounds of roulette, which went fine. I earned 100€ soon and wanted to withdraw the money I've won (which was not the bonus I had, but only the 100€ I've won!). The withdrawal was declined, because I didn't wager enough, the bonus was taken away from me becase I tried to do that, I was left with the money I deposited+won by that time. To be honest, I wasn't aware of this wager mechanics (20x deposit+bonus), I had to wager 3000€. And I did this in the next two day, I've earned 400€ meanwhile, I want up and back down to under 100€ a couple of times, but in the end, it turned out well, at least I thought so.
I sent a withdrawal request again a few days ago, after talking to the support team over the internet, and a guy named Morgan said I can withdraw the cash now. Today I recieved a call, that I will not get my money, becase I've won it over a game, that is not allowed to play with bonuses. The bonus was taken away from me soon after I've started the game and tried to withdraw the first time - I made practically all my money on my deposit only, never using or even wanting the bonus.
I am not sure this casino is paying out the winnings at all, I kindly suggest to everyone not to play at this casino (I think the support team here is the same as at Noble Casino, maybe some other as well, so I guess don't play there either).
Unfortunately i don’t have any of your details to check your players account but going on what you have written here you did not comply with the terms and conditions.
Please read the terms and conditions on our website and you will see that roulette cannot be played with the 200% bonus you received.
I am sorry for any inconvenience caused but we only acted according to the terms and conditions you accepted by claiming the bonus.
Crown Europe Management
I've entered my username and email that I used on the casino in a form, when I opened this thread, Askgamblers admins can pass that info to you.
Before I tried to withdraw the 400€ I've won, online support assured me I can withdraw the money, I specifically asked them and they said yes, they said I match the criteria to withdraw the money, why would I even try it otherwise?
After the first attempt of the withdrawal, my bonus was taken away, which means the "contract" between us, regarding the bonus and not playing the roulette, was repealed or void... If I decide to take an item that I bought and am not satisfied with, back to the store, I don't get to keep the item plus get the money back, do I?
My bonus was taken away from me since I didn't match the wager criteria back than, after that, I was left with the cash I deposited only. Than, I earned 350€ on top of my deposited 50€, and than asked for another withdrawal of total 400€, which was OK the support team said, but got turned down and the money earned taken away from me. The casino just took 350€ back, I was at 50€ once again. After that, I asked the support team, if I was allowed to play the roulette, and they said once more that I am - why, so they can take the money I win away once again?
Not to mention the excesive spam mail that I'm recieving from their addresses meanwhile, offering bonuses for new deposits.
I really have the feeling that this casino is just trying to earn some more money on my deposits and than forget about paying the winning out.
I'm waiting for a reply for 10 days already...
Any changes, updates or news?
I've got nothing and the casino is not responding, as it seems.
As mentioned above weeks ago Crown Europe acted upon terms and conditions.
We urge all players to read terms and conditions before claiming/accepting a bonus.
Again apologies for any inconvenience cause
Crown Europe Management
@Crown Europe: Than explain this to me. After you took the money away from me for the first time, you said I'll be able to withdraw the cash. I won a bunch of cash and now you are telling me you can't pay it out - "You did not read the terms...". So - now you've taken the money away from me for the second time. I asked again if I will be able to withdraw if I earn something for the third time, or am I still bound to the "bonus no roulette" system and you said that I'm not connected to the bonus anymore, so the withdrawal will now be possible. Why not, why was I connected to it after you took the cash away for the first time, how is this different than back than? Or do you want me to deposit more money and than call out one of your hidden terms again?
I was looking for those terms after talking to the support team and are practically not seen or extremely hard to find, however, you do advertise your bonuses - you should state on a more visible place that some games are not allowed to be played with the bonuses.
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