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Casino Euro - Bonus not credited, staff rude and useless

Complaint Info
Disputed casino CasinoEuro
Reason Bonus not given
Amount ‚ā¨ 303
Posted on July 23, 2014

A brief synopsis

Casino Euro sent me an email, a promotion for a "50% bonus" up to 500 EUR" As a long time online casino enthusiast, I am fully aware that it means, deposit 1000, to get 500.

I clicked on the link. After 5-6 attempts of failed transactions, I deposited 606 Euros, so approx. 500 gbp in my home cuurency. Expecting a 303 EUR bonus.

I didn't get the bonus.

Instead, I got 20 minutes of patronizing live chat, from somebody who obviously has it in their remit to treat everyone like idiots. With the final words being, "you would only receive a 250 eur bonus, as that is half of 500"

After questioning their interpretation of the terms, which were quite clear, I got passed onto another person. They were equally ignorant, actually started sending me messages to wind me up, 'you sound stress, let me help" and...


I've made a withdrawal request. No doubt that will be another week before a reply.

And do you know what the final joke was? On the automated email from my withdrawal request, the header said, "Nicola, claims your 500 Euro bonus NOW!!!!"

Here is a copy of the chat.

Olivia: Hi, my name is Olivia.

 NICOLA < surname removed >: Hi, I deposited for a 50% bonus 

 NICOLA < surname removed >: I received an email from you guys

 Olivia: Hi, I see.

 NICOLA < surname removed >: I deposited 606 Eur. it took a while to get in, but its in now

 NICOLA < surname removed >: But no bonus credited

 Olivia: Oh I see, just a moment and I will check this. 

 NICOLA < surname removed >: Thanks

¬†Olivia: Could you please send us the email that you received from us, to suppor¬≠[email protected]¬≠asi¬≠noe¬≠uro.com and we will be able to credit this. We apologize for the inconvenience. Please do not play for the money during the time. We willl be happy to help you with this.

 NICOLA < surname removed >: Well how long is that going to take? Why do you send me an email and then not honour the bonus

 NICOLA < surname removed >: You sent me the email on Feb 26th, at 102pm

 NICOLA < surname removed >: ive sent the mail. please credit the bonus

 Olivia: Thank you, if you want you can hang on while we wait for the email.

 NICOLA < surname removed >: Yes please. Its getting a bit late though, need to sleep, work early!!

 Olivia: I see, no problem we can send you an email as soon as this is done for you. We sincerely apologize for this inconvenience. 

 NICOLA < surname removed >: no thats not acceptable. You sent me an offer, I haven't been credited. I've sent you a mail, as per request. an email takes 2 seconds to deliver. THis should not take any longer than 2 minutes to resolve. This is not 1983, it's 2014. 

 NICOLA < surname removed >: do you have the email now

 Olivia: I understand that you are feeling this way. We have a lot to do at the moment and we are doing our best to help you. As you said that you needed to sleep, I thought you might wanted us to send an conformation when it is added. I have the email now and I am talking to the relevant department. 

 NICOLA < surname removed >: thanks

 NICOLA < surname removed >: Yes, but its quite a big amount of money I deposited, so am a little concerned

 Olivia: I totally understand that and I know that it is frustrating. I am checking it right now, and as I said we really apologize for this. 

 Olivia: At the moment, unfortunately we have no one here that can credit this bonus right now. I am really sorry, but I need to send this to the bonus appartment that will add this during the night. You will receive an email as soon as this is done. You will get the bonus on the amount 500 Euro, as you have deposited 606 Euro you can play for 106 during the waiting time if you like. I am really sorry for this waiting. 

 NICOLA < surname removed >: The bonus is 50% up to500. So I get a 303 bonus.

 NICOLA < surname removed >: 50% is 50% of a 1000 deposit, how hard is that to work out

 NICOLA < surname removed >: That is outrageous

 NICOLA < surname removed >: Why is this not automated in this day an age? I clicked via your link

¬†Olivia: This is what you sent me "NICOLA, we have a special treat for you. We're offering you an exclusive reload bonus of 50% up to ‚ā¨500."

 NICOLA < surname removed >: yes and 50% of 1000 is 500

 NICOLA < surname removed >: I deposited 600, 50% of which is 3003

 NICOLA < surname removed >: 303

 NICOLA < surname removed >: christ, a 3 year old could do those maths

 Olivia: It should be automatic but something went wrong. No this is meant that you wil get 50% of the amount 500 Euro if you deposit 500 Euro you will get 250 in bonus.

 NICOLA < surname removed >: 50% of the deposit!!! 

 NICOLA < surname removed >: Did you write it in senagalese? No it's english. A 50% bonus, up to 500. It doesn't say a a bonus of 50% of the deposit. 

 Olivia: As I said, you can read it in the email. Now I have explained to you that this is how we mean in the email that you wil get 50% up to 500, that you will get 250 as bonus. 

 NICOLA < surname removed >: OK, if the 303 is deposited in the next 5 minutes, I will play. If it is not, I will withdraw. I'm not going to be treated like an idiot

 NICOLA < surname removed >: I will also be sending this to regulators and the ask gamblers forum

 NICOLA < surname removed >: You email is misleading, and is not being honourd

 NICOLA < surname removed >: I'm the english one here.I can read what it says. Please do not patronise me

 Olivia: I apologize if you are feeling that I am treating you like this.My colleague will help you further. 

 James: Hi, my name is James.

 Olivia has left the chat.

 James: Hello Nicola. 

 NICOLA < surname removed >: hello

 James: Please let me read the chat real quick so that I can see what has been said. One moment please

 NICOLA < surname removed >: Is the 50% bonus going to be credited now or not

 NICOLA < surname removed >: If not, I'm withdrawing, and complaining, not wasting any more of my time

 James: 2 minutes please

 James: So, now I'm back.

 NICOLA < surname removed >: I'm not going to go through all this again

 James: You don't need to. I understand that there is some confusion regarding the rules of the bonus?

 NICOLA < surname removed >: there is no confusion

 James: Oh great. 

 NICOLA < surname removed >: 50% up to 500, means deposit 1000 get 500. At EVERY casino in the world

 James: No, that is incorrect I'm afraid

 NICOLA < surname removed >: I deposited 606, for a 303 bonus

 NICOLA < surname removed >: It's not incorrect. And I will be putting this on the ask gambler forums, and to your regulator/ 

 NICOLA < surname removed >: You sent me an email for a bonus that you haven't credited, and with bad English that you are trying to turn in your favour

 NICOLA < surname removed >: I guarantee I'm the person on this chat who's first language is english, and I'm being treated like an idiot

 James: I'm American so I'm not really sure if that is the problem. If you like I can explain how it works? 

 NICOLA < surname removed >: hmmm,seems strange, didn't realise malta had a large US popula­tio­n........but I guess thats just a front for a dodgy casino

 NICOLA < surname removed >: I dont need an explanation. I've played casinos for 12 years

 James: Well you learn something new every day Nicola

 NICOLA < surname removed >: but thanks again for reinforcing your belief that I am stupid. 

 James: What?

 James: Who said you are stupid? 

 NICOLA < surname removed >: I've literally had 20 mins of patronising messages

 James: You seem very upset Nicola. I can help you if you like?

 NICOLA < surname removed >: I'm withdrawing now. bye

 James: It wont work I'm afraid

 James: You have to wager the deposit

 James: before you can withdraw

 NICOLA < surname removed >: It will. Because I will contact Visa and make a criminal complaint

Posted on April 12, 2014

AskGamblers Complaints Team have been informed by the player that their complaint has been successfully resolved. 

The case is being officially closed now.

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