Dear Sirs and Madames,
it is about the online casino casinoeuro.com. The operator of this website is BML Group Ltd, Maltese company registration number C-34836, having its registered address at ´Betsson Experience Centre‘, Ta‘ Xbiex Seafront, Ta‘ Xbiex, XBX 1027, Malta.
I would like to describe my problem in as much detail as possible and thank you very much for your time and help!
I created my account at casinoeure.com/de on 20.05.20 by a recommendation from an online streamer. I am a new customer to this website and have never had any contact with this page before.
I paid 50 € on May 20, 2018 and used the welcome offer (100% bonus: 50 €). After I gambled away my 50€ real money, I was able to successfully wager the bonus money.
With bigger hits I was finally able to achieve 800.22€ and requested a payment of the amount.
On May 22nd, however, I found that the payment had been canceled. I originally assumed that I had accidentally canceled the payout myself and contacted the customer service via live chat to reverse this cancellation. I have been informed that I will shortly receive an email when I can request that payment of my winnings again.
Instead, an email came out saying that after a thorough check of my account, all winnings were confiscated, but I would get my deposit of 50€ back. According to the e-mail, this is related to GTC 12.1, which is as follows:
All bonuses are only available once per person, family, household, address, email address, credit card number, bank account, telephone number, computer / device and / or IP address."
Even after almost 1 week of e-mail contact, my alleged breach of terms and conditions is not explained to me in more detail, but only referred to 12.1. I haven’t had a reply for 5 days, so my request is ignored.
All data was given correctly and error-free when I registered, I am a completely new customer on this website and as a result have used the welcome offer once and for the first time. I met all bonus wagering rules meticulously. Verification was also offered by me to prove that I am a real person and that I am extremely cooperative. After all, it is about the legitimate profit for which I invested my time and before that my real money.
So far, casinoeuro has not given me the opportunity:
- to understand where the specific problem lies that justifies the retention of profits (GTC 12.1 person? family? household? address? Etc.)
- To rule out that casinoeuro made a mistake
- To rule out that casinoeuro has simply made a false claim in order to sporadically prevent withdrawals of bonus funds
Even if a payment of my winnings of 750,09 € should no longer be possible, as a new customer I have to be provided with precise and understandable evidence that justifies the retention of winnings by casinoeuro! Otherwise, all doors are open for fraud and cunning.
Finally to the points of the general terms and conditions 12.1, which I should have violated:
Person: I am a new customer & a real person who used the bonus for the first time / once (no violation)
Family: I am in close contact with my family and can 100% rule out that someone has already used the bonus (no violation)
Household: I live with my partner and can 100% rule out that she has already used the bonus (no violation)
Address: I live in a multi-party rental house, as well as millions of people in Germany who live in large locations, etc. All 8 neighbors or even previous tenants logically had the same home address. It is impossible for me and all other customers to check that one of these people has already used the bonus on casinoeuro (and also unreasonable)! The terms and conditions would be dubious in my opinion and a breach of the terms and conditions would be preprogrammed!
I could specify my address by my apartment number. Only that is generally not done in Germany and therefore it was not given by me. In order to resolve this dispute and to avoid a misunderstanding, I am ready to further specify my address.
E-mail address: my email address, which was used to register for casinoeuro, was never used for this bonus before (no violation)
Credit card number: no credit card available (no violation)
Bank account: first-time use of online banking for the deposit of € 50 and use of the bonus (no violation)
Telephone number: was also never used on casinoeuro, only for the creation of my account (no violation)
Computer / device and / or IP address: The bonus was activated and used for the first time / once only on 20.05.20 by my desktop PC. To my knowledge, it has never been activated from my PC before. The bonus was also completely wagered on my PC on May 20, 2018 and the payment was requested with this. (Computer / device: no violation). Only on the following day did I use my mobile phone to deposit another € 50 and to keep an eye on the payment status of € 800.22.
I do not have the best knowledge of the subject of IP addresses, which is why I can only point out that I have been living in my new apartment since the beginning of 2019 and since then only a very limited number of people have access to my protected WLAN. Me, my partner and her sister once, for whom the use of this bonus can be excluded. In my view, it can only be a mistake. Here I really have no choice but to trust the competence of casinoeuro that errors are recognized and profits are not hastily withheld.
I would like to thank you again for your time and hope you can support me in this case, because as a student I lack the options to defend myself accordingly.
I look forward to your reply
Christoph < surname removed >