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Euro Palace Casino - Confiscated unfairly legitimately won money

Complaint Info
Disputed casino Euro Palace Casino
Reason Declined payment
Amount kr 40000
Posted on January 4, 2019

Hi, please AskGamblers, help me get my withdrawal from this fraud casino group.

To start the story, I've played LOTS of different casinos. So I found this Euro Palace Casino that looked really good, I liked the layout and I thought it fit me perfect with all the different games. Casino, Live blackjack, Roulette etc.
So I started in Oktober 2018 so make a couple of deposits, I lost most of them. Then I got a bonus offer, I think it was 100% bonus, so I thought I'd give it a shot. I looked through all the terms & coniditons and I am SURE I didn't break ANY rule.
So the maxbet was 75kr. I usually bet 30kr, but since I got a 100% bonus I thought I could bet 60kr, like I did.
I had a really good rush and I made it up to 56000kr (5600€~). I was aware that I had to wager my money and I did that - still without breaking any rules.

After I had finished my wagering I kept playing for weeks, maybe months. I played blackjack, live roulette, Live blackjack etc. I didn't have the same luck and lost my money to 40000kr. I thought it'd still be a good win and I asked the support if they needed any verification so my withdrawal would go smoother. They asked for my verifications and I sent everything.

I still keept playing after my verification was done and I went up and down with my winnings, until I hit the 40000kr again. Then I got a e-mail that the EuroPalace would be shut down for swedish players at the end of the year. So I made the withdrawal around 20 dec - I heard nothing for a week and I wrote to the support again 28 dec (friday), they said everything looks fine and that my withdrawal would been paid out LATEST monday (31 dec), because of holidays.
I went to the support at monday and they still said everything looks fine and that it would take max 24h until I have the money on my bank account.
Two days later, today (2 Jan). I write to the support and asking what's going on. They are telling me that I wont get my money and I broke the bonus rules almost 3 months ago??. I asked what I did and they said I made 500kr bet (mostly 160kr bet). On the roulette and Blackjack.
I told them that that was AFTER I wagered my bonus and it was "my money" on the account - he said that he was sorry and couldnt help me - I needed to send them an E-mail and that they will look at it.

Please ASKGAMLBERS, help me with this one!

I attach some files from the chat (in Swedish). Let me know if you need me to translate the conversation.

Posted on January 7, 2019

I have still not got any answer from Euro Palace Casino.
They said that they will get back to me after they wrote to the "department who handle this cases".

I have been writing 2 e-mails to them after that and has still not get any answer.

Posted on January 10, 2019

1 week ago I got this e-mail:
Casino Kundtjanst Hjalp

Thu, 3 Jan, 23:05 (7 days ago)

to me
Hejsan Tony,

Tack för att du kontaktar oss.

Vi väntar fortfarande på återkoppling från vår berörda avdelning, och vi kontaktar dig så fort vi vet mer.
Tack för visat tålamod!

Om du har några fler frågor eller funderingar så kan du alltid kontakta oss via live chatt och e-post som finns tillgängligt dygnet runt.

Ha en fortsatt underbar dag.

Vänliga hälsningar,

I have sent them 4 emails asking how its going after that with no respond.
So I havent heard from them for 7 days, please ASKGAMBLERS, help me out!

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