Euro Play Casino - Changing conditions after withdrawal

posted on November 24, 2013.

I am writing to complain about europlaycasino.

Was playing there recently and not going very well, I contacted "Tomas" on support to request account closure. Tomas informs me that he has one last bonus for me to try, 299% with no max cashout restriction. I deposited $500, received the bonus and fulfilled the onerous wagering restrictions to the point where I had made withdrawals totalling $30,000 US.

Today, I received an e-mail saying that there was a max cashout of 10x on my withdrawal (despite me being told clearly that there was no max cashout). I have contacted support and they have admitted to telling me that there was no max cashout but are blaming it on a mistake of one of the operators in that he "gave me the wrong bonus". I have the chat transcripts of this taking place which I'm happy to share. This stinks of cheating and lying. It is not ethical to change conditions purely because someone has had a win. Please help.


posted on November 25, 2013.

Please note that I have chat transcripts confirming from Tomas that he made a "mistake" and that the bonus was intended to be no max withdrawal. I also have a chat transcript from the casino manager acknowledging that Tomas did intend for the bonus to be no max and made a mistake (not sure why I would have to pay for his mistake???). Can provide upon request.

posted on November 26, 2013.

Chat has been disabled on the casino for me and support have not responded to my last e-mail. Looking through other complaints here, it seems like this a common occurrence.

posted on November 26, 2013.

As on 23rd of Nov you got 299% bonus on your second last deposit and that bonus was a no max cash out bonus as its also mentioned by tomas on chat. But after that on your last deposit you got 310% bonus and in this bonus there is a max cash out limit of 10X. Even we have a chat transcript of conversation after your last deposit and our agent also didn't mention that this is a no max cash out bonus as he mentioned after your earlier deposit. We will give you more details on via email and if you want we can also forward you all chat transcripts of conversation.

posted on November 26, 2013.

You also have transcripts of not one but two of your agents admitting that the bonus (be it 299% or 310%) was intended to be no max and a mistake was made. Please explain that? Clearly you have changed your mind once the withdrawals were made. I have also had no reply and chat is disabled as I stated earlier. I have also had no official correspondence re any withdrawals. As far as I know, non have been approved.