Euromoon Casino - Declined 11000 euro winnings due to mysterious software bug

UNRESOLVED
bobhost Finland
posted on April 3, 2016.

i made deposit of 80e and 250%match bonus i made wagering.after wager was done my balance was 11000+e i made withdrawal of 5000e.casino decline my withdrawal rest money in my account balance was declined to.they send me e mail that there was bug in that game........game i played was magic love netent game.now casino try to offer me deposit bonus =) this was e mail they send-Hello Erik!

Thanks for the call.

As I said before, there was a bug in the system, which means that unfortunately you did not win the big amount that you thought.

Finance department has cut your winnings and put back your original deposit of 80 euros.

I can offer you to try again, and put back your original deposit bonus of 250%.

This offer is on your account so either answer me or come in to the live chat when you have decided

regards, Rafael, account manager



Ticket Details
Ticket ID: EUD-906-41965
Department: Euromoon Casino Support

posted on April 6, 2016.

Hello Bobhost,

We are currently looking into the issue.

Kind Regards,

Euromoon Casino Support

bobhost Finland
posted on April 6, 2016.

okey firts tell truth.you send me e mail that my withdrawal is approwed(80e) ??? my euromoon account is frozen?i win 11000e not 80e =) so where is whitdrawal of 5000e and rest of the money (5806e) total balance of my withdrawal is 10806e and i have not broke you rules!and there is not option that netent game magic love had bug at the moment.i was told netent service that its not possiple.so euromoon casino dont have other option but bay me 10806e.and its funny that you dont have that game enymore on your casino why???its not the games fold that i win.i was lucky thats all.here is some pictures of the game when i played!so please try to understand that i play i win i did not broke you rules like betting more then 30%.

posted on April 7, 2016.

Hello Bobhost,

There was a bug in the game server so we had to remove some games to check the issue.
We are still checking the issue, we will keep you updated.

Kind Regards,

Euromoon Casino Support

bobhost Finland
posted on April 7, 2016.

how old slot is magic love?7 year?bug is not explain to decline winnings,netent software is best protected and uptadet game software in the world.and if there possibility that there is bug in the game it wont work player cant play that game.you remove game magic love because you dont want to pay my winnings!but euromoon dont have other option!all casinos can make same thing that you are trying now!for example player play and win bigger amount.player make withdr­awa­l.....w­it­hdrawal declined.....reason bug in the game.we have to understand that players like me are gambling with real money!!!in theory if there is bug in the game and player win its not players fault! its not players worry how will pay winnings you should ask will netent pay if you dont have the money?or take loan its not my problem!but they must be payed.and stop playing time in this complain.lets be fair!so players have reliable casino and casinos reliable players.

AskGamblers
posted on April 12, 2016.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach to a satisfactory resolution.

Euromoon Casino complaints

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