Ag Awards

Casino Euro are refusing to pay me

Complaint Info
Disputed casino CasinoEuro
Reason Declined payment
Amount € 2100
Posted on October 31, 2015

I gambled with casino euro last month and I won 2100 euros. However they are refusing to pay me saying that I broke their terms and conditions of their bonus. I was very careful not to bet too much and did everything within the rules of the bonus. The one thing I did do wrong was try and log into my casino euro account with my euro casino account user name and password. My user names are very similar which is how this mistake occurred. This was a stupid mistake but just a mistake and there is no reason for them to not pay me because of this. I only did this once and is not like I gambled under the wrong user name, every gambling I did on casino euro was with my casino euro account. I hope you can help me with this.

Posted on October 16, 2015

Hi budalic,

The winnings from your account were confiscated due to breaching our Terms and Conditions for bonuses. And is not related in any way to login attempts.

As stated in our terms and condition the maximum bet while wagering bonuses are €10. While the bets you placed were significantly larger. These terms are both explained on the landing page for the Welcome Bonus, as well as our general terms and conditions.

Additionally I would like to add that your original deposits have been refunded and only the winnings have been confiscated.

Our decision on the matter is final.

Additionally you can find the terms below:


How can I get my winnings?
You must wager a total of 35 times the sum of your deposit and bonus before you can withdraw your bonus and any accrued winnings. The maximum stake whilst playing with the first deposit bonus is €10. Using the gamble functionality offered in some games is not allowed whilst having an active bonus. You have to complete the wagering within 14 days after the Welcome bonus has been awarded. For example if you deposit €100, you will get a €100 bonus and you will receive a total amount of €200 on your account. You will be required to wager €200 x 35 = €7000 in the casino before you may cash out. To see your bonus and how much you need to wager go to “My profile” and click on “My bonuses” in the menu.

Best Regards,
Casino Euro

Posted on October 16, 2015

When I registered on the 23rd your terms did not say this. I am 100% sure of this because I read them before playing. You can see this below.

https:­//w­eb.a­rc­hiv­e.o­rg/­en/­pan­el/­gen­era­l-b­onu­s-rules (terms of the bonus on the 29th.)
Players cannot bet more than 20% of the initially awarded bonus amount in a single bet or game round on any of the casino games for the duration of the bonus wagering, otherwise the bonus and all associated winnings may be voided.

I made my withdrawal on the 28th. That means that I did not break your terms and conditions.

Posted on October 16, 2015

Sorry i didn't know you cannot see the link i provided, here is a screen shot of the terms on the 29th, you can also check the terms on the 29th on the website

Posted on October 19, 2015

Hi budalic,

Please note that the Web Archive is not up to date for the relevant period. And the terms I previously referred to were changed before you signed up on the site.

As the €10 max bet was in place before the creation of the account, our decision will remain the same as previously communicated.

Best Regards,
Casino Euro

Posted on October 19, 2015

This is absurd!

When I registered I looked at terms and conditions, max bet was 20% of a bonus amount.
I would never break terms.
It is interesting that you didnt put any date ( last update date ), like you have on your other terms
https:­//w­ww.c­as­ino­eur­o.c­om/­en/­pan­el/­ter­ms-­of-use ( Last updated: 23/04/2015 Version 2.4 ).

Also internet archive is up to date.

So, when did you change those terms, can you provide me with some proof that the terms were changed before I created my account.

Posted on October 27, 2015

We are still reviewing all evidence that submitter and casino management provided. We will keep this complaint open for another 96h.

Posted on October 31, 2015

After much consideration regarding this issue, our decision is that we didn't get relevant evidence from the casino management that can confirm their statement. We consider this complaint unresolved and we recommend to the player to seek further help in front of casino's licence authority.

CasinoEuro Complaints

  • 6 of 11 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 2,245 USD avg amount

Have trouble with CasinoEuro?

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy