Complaint #4 Everum Casino

Refusing to pay legitimate winnings citing non-existing bonus term

By Anastasiia C.

8 years ago

Message on forum

Everum casino confiscated 500 euro (including 100 euro my own deposit). When I asked for the reason - the answer was they found my gameplay abusive. As far as I can understand- they did not like that I used a respin feature available at some of the slots to fulfill the wagering requirements. They even claimed that this kind of play is almost risk-free. First - it is absolute BS. Respin feature does not provide a better House edge for the player than a regular slot play. Second, nowhere in the Terms of the Everum casino Respin feature is mentioned as banned for wagering purposes. When I asked again what exact rule from their Terms and Conditions I violated - they informed me that it is up to the casino to deem as an abuse whatever they wish even if it is not mentioned in their T&C at all. I found this reply deeply disturbing. It means the casino can use ANY excuse in order not to pay the winnings and they are not bound even by their own rules. Please, help me with this casino.

Disputed Casino Everum Casino

Reason Bonus abuse

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Everum Casino management in regards of this complaint to confirm and justify the casino actions, which are in compliance with their own terms, Clause 4:

...Any behaviour meant to obtain real money by manipulating or exploiting bonus wagering system will considered as a bonus abuse. Winnings earned from such behaviour will be confiscated.
Company reserve the right to audit Player activity during wagering the bonus: your play will be reviewed for any irregular playing patterns, for example: playing of equal and zero margin bets, playing on any games other than slots, using the double feature on any slots, playing bonus games / rounds after the bonus has been lost, etc.. Company reserve the right to reclaim the bonus and any winnings and close an account in such situations.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Everum Casino.

Ansta942

• Ukraine

8 years ago

One important addition. What the casino classifies as “manipulation” is the fact that I used a respin feature which is an option at several video slots at their website. Not these slots, and not this respin feature were ever listed amongst those prohibited for play at Everum casino. I played an allowed slot and Everum casino calls it “manipulation”.

Ansta942

• Ukraine

8 years ago

The games that I played are not mentioned in the list of the games prohibited for play with the bonus at Everum casino. I did not violate a single bonus rule at this casino. Actually, the only rule that they try to apply to my gameplay is the rule stating that casino has a right to deem abusive whatever it wish.
Also, pay attention that the casino has confiscated my own deposit. Which makes this case even more ridiculous.
Dear Askgamblers , please get more details of my gameplay at this casino from their representative and give us your decision. Was this confiscation of my winnings and deposit justified or not? In my opinion - 100% NOT!

Everum Casino

• Representative

8 years ago

Account has been blocked for breaching Clause 4 of our Terms and Conditions:
...
Any behaviour meant to obtain real money by manipulating or exploiting bonus wagering system will considered as a bonus abuse. Winnings earned from such behaviour will be confiscated.
...
Company reserve the right to audit Player activity during wagering the bonus: your play will be reviewed for any irregular playing patterns, for example: playing of equal and zero margin bets, playing on any games other than slots, using the double feature on any slots, playing bonus games / rounds) after the bonus has been lost, etc.. Company reserve the right to reclaim the bonus and any winnings and close an account in such situations.

@AskGamblers Team: please contact me for explanation of the situation.

Maxim
Everum Casino

Everum Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $732

Avg. Complaint Duration 2 days

Avg. Response Time 1 day

Everum Casino Complaints

See all complaints for this casino

Delayed payment and false promises

Hello,

I have been attempting to withdraw some winnings (2000 euros – $2900 CAD) from Everum Casino since October 20th and October 22nd and it now seems I am just getting a run around story. At the beginning I trusted their explanations and accepted their reasoning for why the withdraw process has not been able to go through but now it seems it is just a stalling charade.

There were several reasons I chose this casino and they all came from 'Online Casino Review Sites” such as yours. You and the others presented many pros about this casino. Such as; the number of games they offered, the types of withdraw options that were available, the speed at which a withdraw can occurred, and the communication factor and for the better part these pros were correct except for two of them it is not accurate.

The means I use to withdraw winnings from a casino is the option of the “bank transfer” and this process was available through Everum Casino as presented by your site.

So now I am trying to withdraw funds and this process in actuality not available to me since I am “Canadian”. As stated by Everum Casino, “ We have been told that it is not possible to send withdrawal to your card due to restrictions set for any bank. As for Bank transfer we do offer bank transfers and within SEPA it normally takes 1 day to be credited to recipient account. Unfortunately our German bank follow compliance rules and do not allow to send funds to Canada.”

I have withdrawn funds from other casinos who are I believe are a part of SEPA and these transactions have been successful.

So I am not getting why this option is not available?

I have a transcripts of all the correspondents I have had with them from the beginning and if you would like to see and read to get a better feel for the situation I am willing to forward them on to you. Maybe I am totally wrong in this...

Thank you for listening..

David

Resolved

$2,900

Took my winnings without any proof

I joined Everum casino on 7th December and deposited a total of €300 and got a bonus of each of my deposits. I played the slot 300 Shields and was lucky enough to get a balance of over 9000, I then changed slot and played King of Slots. Then on the 15th December I got an email saying: "We would like to let you know that your Everum Casino account temporarly closed for investigation by our Security Department. We will come back to you with comments or request they might have soon" I went on chat and a few days later and was asked to send my ID, proof of address and neteller screenshot which I did. On the 28th December I then got the following: "We regret to inform that your Everum casino account is permanently blocked and remaining funds confiscated. We made this decision based on Clause 9 of Terms and Conditions: as we have reasonable evidence that you are involved in syndication and collusion during your use of our services" I am completely shocked at this accusation and can't believe this reason to clearly take the money I won fair and square. Please help me Askgamblers

Resolved