Refusing to pay legitimate winnings, using false reasons

Hi! I try to keep this short and simple. I registered to the casino and first made deposit of 50e and got bonus of 100e. I started playing Gonzo's Guest which you can't play with bonus money. I mostly played with bets of 5e and 10e. Then after a while i had winnings over the wagering requirement. I made couple of bets of 20e to speed up bonus requirements. I was not aware of casino's betting rules. Which say that you must not bet over 30% of the value of your current deposit. Then i made 25e deposit using neteller because that was necessary to make so i could make a withdraw using neteller. And that 25e i played with 5e bet and did not win anything. But after all i made a withdraw request of 1500e. Next day i made two more deposits of 50e. Then i won 800e. And i used bets of 5e and 10e, not over the 30% of the value of deposit in play. To withdraw this 800e i had to cancel my first withdraw request of 1500e. Then i made new withdraw request of 2300. Then i even made couple of deposits more because i thought that everything was ok. But the deposits were 100e and i played with max. 10e bet and did not win anything. Then after couple of days i got an e-mail that my withdraw has been cancelled and all my winnings has been confiscated because of "irregular gaming" which is mentioned in the Casino's General conditions and terms. I was left 75e on my account which was very weird because this amount does not fit to anything. I understand that i have been unaware and broken the terms of betting in my first deposit and so on Casino has the right to confiscate the winnings of 1500. But i did not break any terms or conditions with my second and third deposit which i used to win 800e. And casino is not answering to my e-mails about this case anymore and all they say in livesupport is "general conditions and terms". But there is nothing said in the general conditions and terms that they can confiscate the furure deposit winnings because of irregular gaming of previous deposit. And this is crazy that they tried to offer me many times this "new deposit bonus". Because this confiscating of my 800e winnings prove that if i now make a new deposit and win by the rules as i did, they can still confiscate all the winnings just by referring to my first deposit irregular gaming. I hope you can help me! The casino has stopped answering my e-mails about this case. Thank you in advance!

Hello I have been playing in Euromoon Casino for a while on 4 various games named Mini, Premium and VIP roulette and some slot as well. I started with 50 Euro which has been transferred into my account by a friend of mine who introduced me to this Casino. I started to play with it and lost it all. I try to give myself another chance so after consulting with a live supporter named "Adam" and an Account Manager named "Jeremy" [ He's part of the support team as well ] I told them that I don't want any bonuses and getting any wager on my account if I deposit any amount of money. So they set my account up thus everything seems fine. I start to play with a 201 Euro following by another 880 Euro of deposit and again, I almost lost it all! It's not quite a shocking news but just a regular action may happen to a player. From what remained from it and this time after nearly 5 hours of playing I managed to get to 700e. I simply withdrew it - I provided all the documentation for withdrawal when I opened my account - and it takes 2 days of analyzes/approval from the Financial Department and after that another 2 days [Overall 4 days] for me to have it into my bank account. So then again I deposit 201 Euro - I always deposit 201 since Jeremy and Adam both told me that any amount more than 200 has bigger withdrawal limitation of 5000 a month - and this time I play it cautiously to not losing it again like I lost more than a thousand before. I managed to get in to 500e so I WD it and instantly deposit 2 of 201e and keep playing with that for days and again get to win of 1000e with my 402e of deposit. So now in overall I deposited 603e and my winning got to 997e so I WD 1600e and waiting for Financial Dep. to approve it. 2 days ago I got an email from mentioned department telling me that my winning is declined due to some "Irregular Betting" and having a so-called "Strategy"! I mean this is just not logical. I just play the way I played on my previous approved withdrawal and their own department accepted it! How can you accused someone for being systematic but yet you approved a similar withdrawal of that player ? :D If they told me on My First Withdrawal that you're suspected of playing with a "strategy" or whatever they call it, it could have been a bit of acceptable and I would have simply stopped playing as I was aware of the situation, but when you already approved a WD after days of analyzing in your department, you shouldn't be able to decline a similar one just because I'm honored to get to win again. It is definitely not something depends on someones' taste or perspective. If something is wrong it's always wrong and if it's right it's always right. If you accept/approved my first WD which was similar to my second one, then you shouldn't just label me to wipe off my money. I trusted casinos' team including its supporters, agents and its Financial Department analyzes and I need them to be fair to me too. I still think that there is just a misunderstanding and I can keep depositing and playing on this casino as long as I can get what I spent my time for which is my winning back :) P.S : Jeremy just told me I cannot withdraw that ~600e they gave back to my balance from my winning they've declined it as they want me to play with it again! Is it a prank or something? Regards

I won around 150 euros with my welcome free spins. I was only able to withdraw 100 euros, because of their cash out restriction for no deposit bonuses (like most sites have). Then I asked their live chat support that can I play the remaining money for fun, since the wagering was done already. And I asked can I do it with high bets, because there was no wagering requirements left anymore (I also checked that I was able to do a withdraw). He told me I can do that, but just do not go under 100 euros and lose your winnings. (I also checked the rules and according to rules after the wagering is done there are no max bets). Then I played till 100 euros and made a withdraw. But before making a withdraw I had to deposit at least 50 euros in order to do a withdraw. So I deposited 50 euros and they removed the bonus amount from free spin winnings (around 20 euros), so I had 30 euros balance and then I won 100 euros with my deposited money and now I was able to withdraw those 100 euros as well (100 euros is min withdraw amount). I sent documents for them etc. and was waiting for a withdraw. Now I found out that my withdraw was denied, because of those high bets which I made after my wagering requirement was done (and I was not able to win more money with those high bets, because the max withdrawal with those free spins were 100 euros). And I also found out that I have only 50 euros balance at the moment, even though I had won 100 euros with my own money and those winnings were waiting until I could withdraw them, because the site allows only 1 withdraw at a time. (for some reason they have removed 50 euros as well from my balance). So overall I lost 150 euros + and most likely I will lose my balance as well since minium deposit is 100 euros (so I have to play with my 50 euros AGAIN to achieve that 100 euros.) and after that my overall lose will be 200 euros. They do not answer to my questions etc, emailing them will not help. They cannot even send me my chat logs from 26.5.2016, where the live chat support told me that the wagering is done and now I am allowed to bet whatever I want to. They stopped answering for my questions after I asked: "which rule did I break, because I only placed over 5 euros bets after the wagering requirement was done and the live chat support told me that I can do that + the rules says I can place over 5 euros bets after the wagering is done". I also have screen shots/phone video of their rules + my game history. Unfortunately I do not have that chat log from 26.5.2016 (because they do not want to send it for me).

I tried to close my account because I was worried about the amount I was spending, only to be told they have seen I was playing (which was the problem!) and have added cashback to my account! I since developed a serious problem and spent nearly £10,000. I have attached the reply to the support ticket I received.

I won 2000€ on this casino after making several deposits of 50€. So i made my withdrawel and waited. After a day Jeremy (vip manager) told me take a bit from my winnings back and keep playing because this way the financial department would see i'm active ??? Found this strange but did what he wanted.After some days of waiting i took another 50€ from my winnings and sended them back to my account to play with. (for some reason if u want a deposit u cant stop playing at this casino)Now it seems i pressed once on the wrong button (maxbet/by mistake), and because of this (no bets >30% of deposit allowed) i seem to have lost all my winnings ? (lol?) Do i see it wrong but when money is being placed in a withdrawel section, and by this separated from the 50€ i was playing there is no way that a bet made with the last 50€ can make them confiscate all my winnings ? (imagine it was already sent to my account ?) The wrong bet gave me exactly 0€ winnings btw and never i added money from this last 50€ back to the withdrawel section. What can i do pls

Hi there I have a huge complaint about Euromoons Casino. I deposited 1400 of my hard earned cash and on the only occasion that I have ever won at any casino got up to 4600 euros. This was on 31.03.16. Being sensible I clicked withdraw immediately. Happy Days! However on 2.03.16 I got a phone call from the accounts manager saying that the Finance Manager was on holiday and I would need to split my withdrawal. 2000 and then another 2600. Anyway to cut a long story short this continued for a week with no sign of a withdrawal. Playing on the psyche of a gambler and hoping you will gamble again which sadly I did. My own fault to an extent. Complaining about why the withdrawal took so long I was promised a refund of half my deposits which never appeared. Instead it was cunningly added to my account in the form of bonuses with wagering requirements which they deny. Please avoid this casino at all costs! On three occasions while playing my password changed itself and I had to contact customer service for a new one. Furthermore the slots run really slowly and cut out twice for me during winning spins! I am convinced these are fake Netent Slots. However my biggest grievance is that this company is accepting bets illegally ( under all these terrible conditions) from UK customers without a license. I deposited 1400 pounds at this casino which I had no hope of ever seeing again. I believe that since this money has been taken illegally I should be refunded. You don't mind losing when the game is fair but stealing unethically and operating without an appropriate license is another thing. I really hope Ask Gamblers can help me and other players from being caught in this trap.

i made deposit of 80e and 250%match bonus i made wagering.after wager was done my balance was 11000+e i made withdrawal of 5000e.casino decline my withdrawal rest money in my account balance was declined to.they send me e mail that there was bug in that game........game i played was magic love netent game.now casino try to offer me deposit bonus =) this was e mail they send-Hello Erik! Thanks for the call. As I said before, there was a bug in the system, which means that unfortunately you did not win the big amount that you thought. Finance department has cut your winnings and put back your original deposit of 80 euros. I can offer you to try again, and put back your original deposit bonus of 250%. This offer is on your account so either answer me or come in to the live chat when you have decided regards, Rafael, account manager Ticket Details Ticket ID: EUD-906-41965 Department: Euromoon Casino Support

Hello, around 2 weeks ago I made two deposits on the Euromoon casino site of £100 each around 1 hour apart. I gambled on the casino and won 2000 euros. I requested the withdrawal and was contacted for ID documents which I provided. I was then e-mailed by 'Jeff' to advise everything was in order but could I please split the withdrawal (2x1000) to make the withdrawal quicker. I did this and thankfully the first 1000 was processed within a couple of days and I received the money in my bank account. Only after the withdrawal was processed was I able to request the second 1000. I requested the second 1000 around 1 week ago but then changed my mind and kept gambling with the 1000 (keeping within a strict 30% wager limit which I noticed was in their T&C's). I had great wins and turned the 1000 into 3500 which I requested as a withdrawal 6 days ago. I was obviously over the moon with the winnings and seeing as I was within the T&C's and had already had ID docs confirmed I awaited the confirmation of my withdrawal. Until a couple of hours ago I received notification from the casino that my withdrawal of 3500 had been rejected: "Hi Mr. McAllister, We inform you that the winnings earned on the slot machine will have to be canceled, we had a technical problem in the Starmania slot, so we are obligated to cancel your winnings. We understand that this news can be irritating to a player, as the terms and conditions stipulated in case of technical problems the casino must delete the gains improperly. We will credit your last deposit so you can try your luck in the casino. We apologize again for the inconvenience caused. Regards, Jonathan Cassini Fraud Director" I was shocked and have e-mail straight back to query how this is the case, especially as the first 1000 (the one I was asked by their support staff to cancel to make things quicker) had already been described by Jeff as 'all good'. I've just been on the support chat but I didn't get anywhere. I feel I have been massively cheated and am owed money. If they had an error in their game I have at least been cheated out of 1000 which would have been processed (2000) as my original request before I was instructed to cancel it by 'Jeff' Could you please assist. The 3500 was an amazing win and I've just had it taken from me. Many Thanks Jason

I had nothing but good words to say about Euro moon casino until just now. Like the other complaints I've supposedly broken that clause where you can't bet more than 30% deposit which is ridiculous in itself. They've taken away my 1200 Euro winnings and only refunded my last deposit! No you take away my winnings you should refund all my deposits that tie to those winnings which is several hundred pounds!

I deposited £30 (€38) to play a new slot, and i couldn't believe my luck when i won a jackpot of €10,000. Continued playing on various games for a while, and managed to win just over €14,000. Withdrawal limits are set to €5000 per month, so attempted to withdraw that amount, with the intention of leaving the rest in to withdraw monthly. I received an email saying that this has been declined, and that it is due to irregular play. Basically because i haven't deposited thousands of pounds (Only a few hundred in this last 6 months), they aren't going to pay out a large win. So they wiped my complete balance of over €14,000 and put my initial deposit back in instead. Ridiculous. Now when I attempt to log into my account it states that the site is being upgraded, so I can't even access the support live chat. Sent an email to dispute it, which hasn't been responded to. Basically, will let you deposit money to your hearts consent, but any attempt to withdraw will be refused.