Euromoon Casino - Dont want to pay me my complete money..

RESOLVED
Mike Broddy Germany
posted on December 8, 2015.

They dont want to pay me my complete money because i played higher than 30%

I asked supporter if there be any problem with my withdraw..

They sad no.. it will be added to my real balance..

ive got Screens about the chat :D

i load a few screen up here..

I want to withdraw 3001€

They only want to give me 1051€

But i dont broke any rule ;)

i played 5% from the 30% allowed

Mike Broddy Germany
posted on December 10, 2015.

The support gives wrong informations..

i asked "If i complete the waggerin in can play higher bets right?"

Leo: Yes exactly

/////

General Term
"Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

///
I never played higher than 7,50€ (15%)

//
They said ive used 7€ VIP points.. and played higher than 30% from this 7€

i asked the support "The VIP points money is not a deposit right?"

Support said "yes its not"

So the this term cant work for the 7€

And the supporter before said ( i can play higher after completing the waggering )

... so if i played not in there Terms is the fault of the support because of wrong information..

posted on December 11, 2015.

Hi Fb_541497575999623 ,

We are currently looking into the issue.

Kind Regards,

Euromoon Casino Support

Mike Broddy Germany
posted on December 11, 2015.

This screen said

Me: Hi the vip points are not a deposit right? they are not listed under "Deposits"
Mike:Thats correct

So the VIP points are not a Deposit

"placeing bets 30% or higher from Deposit amount"

So this term dont work for the VIP points

Next term

"Placing bets 30% or higher form bonus amount"

Dont work because support said "i can play higher after completing the waggering"

See the screenshots.

And ur support said "The money will addes to my total balance,," :)

posted on December 13, 2015.

Hi Fb_541497575999623 ,

Seems that you did breach the 30% rule.
We will provide all the necessary info to AskGamblers

Kind Regards,
Euromoon Casino Support

Mike Broddy Germany
posted on December 13, 2015.

Hi Euromoon

Seems that u dont teach ur Support..

Please read the Screenshots.. (ive translate it for u in my post before)


ur support allowed me to play higher than 30%

ur support said the VIP points will be added to my total balance so i can play with them

ur support said the VIP points are not a Deposit..


Its not my fault.. i asked ur support BEFORE i playing higher bets..

and they said i can do it without any problems with my withdraw ;)

AskGamblers
posted on December 17, 2015.

We are still in communication with a casino management regarding this case.

posted on December 20, 2015.

Hi Fb_541497575999623 ,

We are still in communication with AskGamblers regarding your complaint.

Kind Regards,

Euromoon Casino Support

Mike Broddy Germany
posted on December 20, 2015.

Hi

And i´m still waiting..

What a Christmas time.. :(

Hope we find a solution soon

Mike Broddy Germany
posted on December 24, 2015.

After a long Talk with the "Account Manager"

im still in right.

She said "u asked the support that u can play higher after waggering the bonus that question is about ur 100% bonus from ur 50€ deposit"

If u read the Screenshot now.. u can see i never asked about my deposit bonus.. i asked about all bonuses u have..

She:
"The 7€ are not a deposit right"

Than she said
"The 7€ are a wagger free bonus"

me
"Cool than i can play higher without waggering the bonus because its wagger free"

There are not TERM in this casino who say"u cant play higher if u get a wagger free bonus"

And i asked the support before "can i play higher after waggering?" and u support said "yes u can"

So if its wagger free = normal reaction that i can play higher from beginning

If there a different with "Wagger free bonus" put it on ur TERMS

I think the Casino just dont want to play me the money..

But im still in right,,

Think this complaint will be "unresolved" soon..

AskGamblers
posted on December 25, 2015.

Based on evidence provided by casino management we can confirm that casino acted according their terms and conditions. Casino honored players bonus winnings of 1051 eur. Also player was correctly informed that complimentary points are considered as a bonus (that means that complimentary points are under casino terms #15.2), also player was aware that maximum cashout for aforementioned bonus was 100e.

Upon everything stated above we consider this complaint resolved and officially closed. If player isn't satisfied with our decision he can seek further help with licence authority of the Euromoon casino.

Euromoon Casino complaints

  • 10 of 16 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 2,200 USD avg amount

Have trouble with Euromoon Casino?