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EnzoCasino - 1600 euro withdrawal declined due to unjustified breach of bonus terms

RESOLVED
Complaint Info
Disputed casino EnzoCasino
Reason Bonus terms violation
Amount € 200
Posted on September 14, 2017

Dear madams and sirs, as i know this would happen, im kind of not surprised and will state my facts as good as i can.

1) I deposited 20 euro on enzocasino and got a 400% bonus in total of 80€
as i read something about 33x wager i was wondering when i first checked my wager status i had something like 7600 left to wager, which is a ridiculous amount of 100X

2) i really managed to wager this money with a total max betsize of 3.75 on the game GANGSTER GAMBLER

3) i requested a withdrawal, but this was cancelled, cause i somehow should have broken the bonus terms.

after i read that i wrote the chat operator named STEFFI and she called me, telling my i broke the terms cause i transfered some loyalty points into money and played and surpassed their 30% bonus terms maxbet rule.

Now the weird part kicks in: i transfered the loyalty points AFTER i withdraw my money

SEE SCREENSHOTS:

i cant get why they deny my funds AFTER i played with the loyalty money. there are absolutly two different balances.

Im looking forward to get some help

Posted on September 17, 2017

Our client Relations Group will be examining your complaint and will write to you directly, as soon as possible.

Best Regards!

Enzo Casino

Posted on September 17, 2017

i hope to get an answer that satisfies me, the chat seems to be very weird: explanation:

when i asked where they are licensed, i get answers which are pretty weird: look screenshot

enzocasino is in curacao licensed, why would the chat opertator write something this weird...


FURTHERMORE: i have asked multiple times and tried to STATE my sight of these things, the operator said: i can arrange further investigations, but there is no way the sight of the casino will be change­d....u­npr­ofe­sio­nal­ism....

you can feel free and write here in public, that everyone has the opurtunity to see it.

nice day

Posted on September 19, 2017

You may soon expect a e-mail from our Client Relations Group. The e-mail will be from client­rel­ati­ons­gro­[email protected]­exe­cs.com Thanks for your patience!

Enzo Casino

Dartagnan88 Germany
Posted on September 19, 2017

still havent received any emails nor any contact was made with me

Dartagnan88 Germany
Posted on September 20, 2017

ANSWER FROM ENZOCASINO: I WILL COMMENT BETWEEN

Dear Mr Milos,

I have gone over your game play records, your financials and your chat history. You were indeed misinformed by the chat person to whom you communicated. You were not cut for the extra comp points you received, or even for any violation of the bonus T&Cs.

-I was supposedly misinformed on every fact on your casino, thats very profesional-

It happens to be that you did have a violation of your bonus T&Cs. You came into the chat and requested to receive 40 free spins. You played these spins on 11 September between 14:12 and 14:15. You accrued a bonus of 5.5 euro. According to the bonus T&Cs, any bonus received becomes the basis for your max bet limit. You violated this max bet limit extensively during the play that followed.

-is there any proof i requested 40 freespins? i had a positive balance all the time, why the hell would i request 40 spins? u were giving them out on purpose to make ur shady rule of 30% KICK in....i have absolutly no words for it. WHAT IF THE FREESPINS PAY 20 CENT?? that u are allowed to play with MAXBET 9 CENT on a 20 or 2000 euro deposit?

See section 13: “The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. ‘Irregular play’ may include, but is not limited to: Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met.”

However, you were not actually penalized for this, since your violation of the bonus T&Cs was most likely unintentional. However, you failed to be cognizant of a different rule as well. Sec 12 of the Bonus T&Cs states “New players who have not yet deposited more than 200 euro cannot accrue a balance in excess of x10 the original deposit. Any balance in excess of this max cash-out will be voided upon withdrawal. This applies both to bonus players and non bonus players.”

-THIS IS MOST IMPORTANT: HE DIDNT EVEN CHECK MY ACCOUNT - I deposited 20 and then 180, he didnt even review my accoutn and thats the biggest shame i ever see. i hope blacklist them instantly. LOOK HOW IT IS: If player wins, they confesticate wins : look at players reviews for this casino - if u lose u lost,

Please understand that it is always important to be familiar with the casinos T&Cs both general and bonus. Bonus T&Cs are particularly critical, because all bonuses come with stipulations. In comparison to many Bonus T&Cs, Enzo’s are highly favorable to players who like to bet large, allowing up to 30% of the bonus or deposit, whichever is smaller. So a player can deposit 100 euro, get a 150 euro bonus and have a max bet of 29.9 euro. In the event that a smaller bonus is taken, that becomes the basis for a restricted bet limit. However, every player has the option to play big or play small. In the end, these methods of play even each other out.

I any event, as I said, you winnings were not confiscated for over betting, but because you were not eligible to cash out more than x10 of your deposit. The 200 euro for which you are eligible has been paid to you.

-I deposited 20 and then 180, he didnt even review my accoutn and thats the biggest shame i ever see. i hope blacklist them instantly. LOOK HOW IT IS: If player wins, they confesticate wins : look at players reviews for this casino - if u lose u lost, -

I realize that you are disappointed. However, you may be able to draw some comfort from the fact that a X10 return on an investment of 20 euro is still quite nice. I hope you will find it in your heard to withdraw your complaint against Enzo Casino.

- Disappointed is not even a state how i feel, you are the worst casino in this planet - PROVEN BY ME NOW -

Wishing you much luck in your future

Karl Z Michaels

Client Relations Team

I Never requested any freespins and what proof, they were giving it out on purpose to kick in their weird rules. i dont take back my complaint and hope everyone is reading it, leading to COMPLETE INFORMATION how they handle wins. if i see my case is similar to the cases of the other players. Not even looking on my account and giving some information is just funny as hell. hahahahhh

WP ENzoCASINO,

CASE IS NOT CLOSED

Dartagnan88 Germany
Posted on September 20, 2017

so if its true that the violation was ignored on me, you need to pay me atleast 200 euro if i see it right...

Posted on September 23, 2017

Yes, there was quite a bit of needless confusion in your case. I know you were misinformed more tan one by various individuals who tried to answer you but were not looking carefully at your file.

Once again, you were not penalized for the 5.5 bonus. There were many good reasons why not, one of them was what you stated. It was also true that you probably did not aware of the status of the free spins. And there were more factors as well.

You winnings were cut because of the x10 rule. The two hundred euro with you were eligible to withdraw were, to the best of my knowledge paid out to you. I will check in to the status of this withdrawal if you like.

Have a great weekend.

Posted on September 23, 2017

ty for your reply, on my next upload u can see that i deposit a total of 200 euro, that should have been a total withdraw of 400 as u say... but as i see you never know, looking forward that u review it

AskGamblers
Posted on September 23, 2017

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that EnzoCasino management will soon jump in with an update on this complaint.

Posted on September 23, 2017

Also since you mentioned your subsequent 180 euro deposit and you made it seem as if I didn't properly look over your information, I will allow myself to answer you on that point.

I didn't mention the second deposit because it was not relevant. The Bonus T&Cs state as follows: "New players who have not yet deposited more than 200 euro cannot accrue a balance in excess of x10 the original deposit. Any balance in excess of this max cash-out will be voided upon withdrawal." At the time you accrued your winnings you had not yet deposited more that 200 euro, and you were not eligible to accrue any more than 200 euro at that time. Your subsequent deposit has no bearing on the voided status of your previous winnings.

Needless to say, I will be inquiring about your last deposit and what refund may be coming to you for it. I will be in touch soon.

In conclusion I would like to thank you for being patient with my response time. Our team has been undergoing some upgrades lately which have unfortunately had unforeseen consequences.

Once again, best of luck and have a great weekend.

Dartagnan88 Germany
Posted on September 24, 2017

still waitimg for reply...case is not closed

Posted on September 25, 2017

Dear Dartagnan,

I have written you again.

Posted on September 25, 2017

Complaint can be closed, enzocasino and i found a solution.

AskGamblers
Posted on September 25, 2017

Based on submitter's last post, AskGamblers Complaints Team considers this complaint as successfully resolved and the case is being officially closed.

We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.

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