Free spins unfairly taken after casino malfunction

2 weeks now and almost Heading to 3rd week, I haven't received my withdrawal payment.

On 22nd April, I withdrawed £250 from my winnings.
The payment processing was on hold.
I contact them the following week and asked why, and they requested documents to verify my account.
I sent them my Government issued ID and Bank statement to prove my address and Age.
After 2 days my account was reviewed and verified with email received confirming that account has been verified.
After that nothing happened with my withdrawal transection.
The status is still showing "Processing Withdrawal".

2 weeks now and nothing is done.
Every day I contact, they tell me it's "Under Review" by operation team.

Same old respond I get every day.

They sometimes lie to me that withdrawal is with payments department for processing, allow 3-5 or 24-48 hrs for payment to reach you account.

Next day when I contact live chat, someone tells me a different feedback. Your withdrawal is still "Under Review".

2 weeks now and almost 3rd week approaching.

I feel like this is not looking good at all.

Hi after winning 10k the casino suddenly dropped by bet limit on some slots to benefit themselves I believe for example the slot 4 Diamond Blues Megaways highest bet I can make per spin is $1.00 yet Break The Bank is $50.00 I have attached screen shots for proof. I believe this behavior must be illegal??

Hi there:

Euro Palace casino locked my account for no reason when I was still waiting for my $27067 withdrawal. Hopefully I can get help from AskGamblers with my online casino account and withdraw issues.

I registered my account on Nov 25 at Euro Palace Casino and starting my online gaming right away. I was lucky enough that ended up winning upwards to $27067. I choose to stop playing and submit my withdraw request on Nov 26. Since all my verification documents has been verified. I thought withdrawal should be processed after 24hours pending. I start to contact casino thought their live chat since Nov 28 ask about my withdrawal processing status, they told me that my withdrawal request has been sent to their operation department, will be processed soon. I choose to trust them and keep waiting my withdrawal. During the period of Nov 28 to Dec 05, I almost checking with their live chat everyday trying to find out what's my withdrawal status, as I mentioned above, always get back with the same answer and they ask me to wait for their email and response which I never receive any feedback from them. I have no idea what's going on and why took so long to process my withdrawal.

Until Dec 05, I found that I can't login to my account. I was so upset since I still haven't got my withdraw yet. I contact their live chat support and I was shocked that they locked my account with no reason and no explanation, they also said the account has been locked by their management team decision and my withdraw will not be processed. This is definitely fraud. What an annoying and unfair. They don't deserve to be trusted. Please help!

Hello Askgamblers team,

I did deposit two times to europalace casino, 4.7.2019. Both times i got 100% deposit bonus with 50-times wagering rules. First deposit i did lose and second one i got winnings up to 2900e. Games (slots) i played were Bookie of odds, Bloodsuckers 2 and Jimi Hendrix, none of these were forbidden. Bet sizes that i used didnt exceed their max bet limit.

First withdrawal i asked was about 4-5hours lateer, 5.7.2019. They asked documents for KYC-process so i sent them and they accepted my documents. Then 3 days later i hadn't hear of them anything, so i did another withdrawal amount of 2500e. Again, i didnt hear anything from then.

I asked 15.7.2019 via their live-chat, is there something wrong with my withdrawals. There I find out they have decided not to pay my winnings, only return my deposit. They didnt let me know this decision, i had to find it out myself. I asked reasons for this and it was "irregular play". I have followed their rules so this seems faulty accusations to me.

I hope there is all information you need to solve this, i think i havent done anything wrong and I deserve to get my winnings (c. 2900e).


Regards,

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.

Euro Palace Malta Gaming Authorities License Numbers MGA/CL3/542/2008 (issued 16th June 2015) and MGA/CL1/1404/2017 (issued 29th November 2017) and MGA/CL1/932/2013 was issued on 6 November 2014 Dear Sir or Madam, thanks for giving me the chance to fully cooperate with you and keeping you updated. The online casino Euro Palace which belongs to the addressed Digimedia Ltd. Group committed fraud by tooking up to 97.15 percent of my deposits. Instead of booking them on cash credits they did so on bonus credits. In consequence I never had the chance to withdraw, or see any of my winnings any elsewhere then in the Bonus amount. These wrong bookings are not visible at a glance, I discovered it coincidentally and found out that this was not a single mistake. And it is reproducible. By that time I already had deposited more than 8.000 EUR. The support team first denied the wrong bookings, so I deposited more money and collected evidence by filming, doing screenshots and saving the along going chats. Finally they admitted, that there was an unexplainable “system error” but corrected only the last deposit. I sent them over a tiny little part of my evidence and asked to give me all of my deposits back because I deposit money for a fair chance of winning and not for a zero chance. Also I can only risk my money fair when it is fully on the cash credit balance booked, which it was not. All these distorted bookings have not only led to a complete wrong amount of my withdrawable cash balance at any time in favor to the Casino. It also made sure, that I did not have a one digit chance of winning while I was gambling. This comes from the terms and conditions in combination with the bonus fraud. As the support team was completely aware of the “system error” while it still happened again and again and only gets corrected when I discovered it before gambling a single Euro, this is a clear case of bonus fraud along with direct stealing from deposits. The support team still refuses to give me back my deposits. They argue that I gambled the Bonus money instead and should have complained earlier. But we are here not talking a system error. This is clearly theft, as the Casino employees knew that these things happen before I deposited. And theft stays theft, no matter when you discover it! The bonus money was neither withdrawable nor did I ever had the chance to withdraw any of my winnings as bonus money is bound to strong rules to become real money. Most of my winnings were not visible as they were falsely booked on my bonus balance. It`s like stealing someone`s money from his bank account and when he discovers it while you are stealing it, you say “oh, that happened by mistake due to a system error” and give the money back, but else you just keep the money and even keep on stealing a day after. Especially bold, you even refuse to give it back. In order to let the E-Mail get not too long, I only send you 2 videos of a single transaction, together with the associated chat histories. Further evidence is available. For the repayment of the above listed deposits during the definitive period of time of the fraud, in total 8.614,00 EUR, I set Digimedia Ltd. under deadline 28th of March. Any winnings in my account balance result from fair gaming out of the last (corrected) deposits I made, so they are my legal property and have to be transferred as well. Furthermore, I askes Digimedia Ltd. kindly to hand out the full accounting documents regarding my account. In special, it has to be apparent on which account my money has been booked to. Definitely not to the account behind my cash credits balance. Maybe the Digimedia Ltd. Group itself is a victim of some employees when smaller and bigger parts of customer transactions are booked to accounts of the brains behind that fraud system. So, if I was one of the owners of the Digimedia Ltd. and feel accused wrong, I would let a group of auditors check the accounting of the Euro Palace. Please let me know, if you need more documents and thank you very much for your assistance. Best regards. < full name removed > Evidence that comes along with this complaint (Video-, pdf- and txt- files are linked to my dropbox) and what you see there: Video 08: Link to Video is < link removed > Showing that my account balance is 0 EUR before depositing and that there are still wagering requirements that may not apply for the next deposit Showing the terms and conditions of the accepted bonus Depositing with Paysafe Refreshing the website Showing that after a transaction the gambler sees only the total of cash and bonus (which just fits in total). So he has no reason to control and he does not know that he has to hover over “balance” to see the composition of bonus and cash. He just does not see or has any idea, that he has already become the victim of a theft. In this video, you see that from the 50 Euro deposit, 20,29 EUR have not been credited. Instead the Casino secretly raised the bonus that has to be wagered (50 times as shown in the terms and conditions before acceptance, so the correct wagering requirements should in this case result in 2750 Euro to wager with 50 Euro own money.) Very hard to find, but when you know where and check the requirements, you can see which requirements the system brought to me, in this case I got 10656,80 EUR wagering requirements which is instead of a 50 times wagering 55 Euro with 50 Euro own money, a wagering of 183 times. This decreases the chances of winning dramatically. In other deposits I received with 100 Euro deposit even only 2,85 Euro own money and had requirements of 28.000 Euro. You can also see, that without having gambled a single Euro the system tells me, that I gambled for 552,66 Euro already, which can lead to breaking bonus rules and gives the Casino maybe rights to not cash out (if you make a winning against all odds). As far as I can see, there are also manipulated "play checks". Coinsidentally I saw a game there I did not play at that time and whil I could open details for the games I played, I could not do that in the Game 150636, screenshot attached. In the end of the video you see me starting a live chat with HannaH at 08.00 PM which is completely in a text file stored and comes along with this E-Mail. So that you can see that no text has been changed, I also recorded the beginning of the chat in Video 09. Video 09: Link to Video is < link removed > Showing the beginning of the chat, then I needed hands free to write. Chat Protocol 16: < link removed > System operator admitting a system error and trying to give the responsibility for correct system bookings back to me as I shall check the details and first ask for corrections. The thing is, that I could not do that while I was not knowing that this Casino is stealing money and chances with every deposit I make. The system operator also claims that this “system error” would only exist on my account. I am an IT professional and as an IT professional I can tell, that this is nearly impossible. It is fully automated theft and I don`t think that they use another system on other accounts. Chat Protocol 19: < link removed > System operator denying to give me back my deposits, following the very wrong view, that it does not make any difference if real money or bonus money has been gambled, but implicitly admitting that these wrong bookings happen all the time and “when you detect what we do wrong, we correct it, else we keep it and you don’t have a chance” is obviously the method of the crime. Other attachements: - Screenshot of a 100 Euro deposit result - Screenshot of a maybe manipulated play history for letting customers break bonus rules (it is not even possible to load a game in 2 seconds) Other Attachements linked to my dropbox (you only accept jpg and png) - List of deposits I want to get back because of their fraud system. In my opinion only one trickery while depositing changes everything and decreases chances of winning dramatically Link to file is: https://www.dropbox.com/s/1nk07tlgx69040s/Deposits_to_repay.pdf?dl=0 - Letter "Euro_Palace_bonusFraud_and_theft" I sent over to the support team (they forwarded it to the management) < link removed > - Chat Protocol 16 < link removed > - Chat Protocol 19 < link removed >

I was verified with all needed documents until I made a withdrawal of 4K. All of a sudden the verification process had to be done again because the last verifiaction was older then three month. (So they let me know after 4 days). This is strange enough, but never the less I sent new documents. 24 hours later came the reply that the copies of my Visa cards were not clear enough and asked me to do the copies again. So, I did the copies again. 300 dpi, in color, front and back in JPG format. I am a IT professional, trust me, I am able to do a clear scan with a 400 EUR scanner model. The quality is awesome good. But guess what, after 24h they came up with the reply that the copies were not clear enough (they wrote, that the copies were washed by the sending process - which is funny because this is technically impossible. I did not send them through rain, but via E-Mail). Anyway, they still resist to process my withdrawal. They cancled my withdrawal and again ask me to send new copies. As I sent them through E-Mail and uploaded the copies as well in the casino software they do already have perfect copies of my Visa cards and it is highly senceless to do the scans again.

On August 31 2016 i received an offer by mail from Euro Palace Casino. The offer was 120% deposit match. I went to the store and purchased a virtual pre-paid MasterCard in the amount of $200. I always use this type of payment method as i have no other option. I had to fight with online chat support to honer the offer. I deposited $100 , that gave me a total of $220 to play. I started to play the slots. As usual not much winning so i decided to try the game Fortune Lounge. Going into the game i had about $260. It took me down to $70 before i received a bonus. After the bonus was complete my amount was back to approximately $224. I did one spin and noticed $100 was missing from my amount. I immediately went to chat support. I explained what happened and was told this. You are being connected with our support team. Thank you for your patience. 'Mason' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat. Mason: Thank you for contacting the Customer Support Desk, My name is Mason and how may i assist you today? steven: i am missing money from my account steven: i was playing. got a bonus. won 162 on bonus to bring me over 220.00 did a spin and i am now showing 124 Mason: One moment please, while i check on that for you. Mason: I'll gladly look into this for you. Please allow me a moment to review the account and I will be right with you. steven: where did my money go Mason: Sorry for the delay. I am still reviewing the account for and i want to make sure that i give you the correct information. I wont be much longer, but i really appreciate your patience. :) steven: ok Mason: thank you for holding for me and kindly note we are requerting that you send us the session id and transaction number of when you had certain funds on your account to when you noticed the funds are missing by kindly following these simple steps and forward the email to [email protected] Mason: *Click on My Account Mason: * Under "My Account Details" click on "View my game history" Mason: * Select the appropriate time period next to "Show My Login Sessions from". Mason: * Click on View next to first transaction. Mason: * Click on "Show Detailed Statement" on the right. Mason: * View all transactions from that point forward. Mason: steven: i am looking at game history. 2 spins ago i had a win of 162.00. How that equals 124.00 with 1.80 bet is beyond me. Cant you see my game history? Mason: kindly send us the session id and transaction nyumber to have a look at that for you sir steven: Session ID 123962987 steven: Transactions 4400, 4401, 4403, 4404 it is missing a 4405 steven: sorry missing 4402 steven: all numbers are showing in a row but there is no 4402 Mason: One moment please, while i check on that for you. Mason: I'll gladly look into this for you. Please allow me a moment to review the account and I will be right with you. steven: ok take your time Mason: I will be right with you. Mason: I'm sorry for the delay. I'll be right with you. steven: ok Mason: Thank you for waiting. I'll be with you in just a moment. steven: ok Mason: thank you for holding for me and kindly note Mason: What has now occurred is that you or your method disputed that you had never made these transaction with us and then reversed the funds back into your financial account. Mason: Unfortunately this is against the Casino Terms and Conditions and this money is now owing to us as it was originally deposited here at Euro Palace Casino. I have contacted the player Security team and they have advised that the amount of 679.15 is still owing to the Casino. Mason: Kindly inform us as to when you would like to settle the outstanding amount and we can have this organized to be completed so that the account can be returned to good standing order. Mason: Please contact us again, should you have any further queries. Mason: steven: what are you talking about? steven: i made one transaction and that was this evening. I have not played this casino in months and months and months and made one deposit of 100.00 steven: and it was paid with a prepaid credit card that cannot be reversed Mason: Steven please note that we have been informed by the casino player security that you owe the casino funds for reversals that were done. This means that deposits were made to the casino and then disputed by your bank and refunded to you. This left an outstanding amount on your account owd to us. As you deposited to your account the casino player security have deducted $100 from your cash balance Mason: At the moment you still owe the casino an amount of $679.15 which you would need to reconcile with the casino Mason: Due to inactivity, I will, unfortunately, have to end the chat. If you require any further help, please contact us again. Chat session has been terminated by the site operator. I was being accused of making a deposit's then withdrawing it. There are a number of things wrong with accusation. First it's a pre-paid credit card. Meaning money cannot be put back on the card. Second i had bonus money making it impossible to withdraw anything. I decided to call Euro Palace Casino. The same exact story was given to me. Apparently i still owed them close to $700 in fee's because they claimed i made a deposit's then withdrew it. Over and over furiously i told them i did not make deposit's then withdrew it. They wanted bank statements as proof. How in the F can i provide bank statements when i used a pre-paid credit card ? My bank account has never been and never will be linked to a casino because i won't allow it and my bank won't allow it. I do not and never have owned a credit card. WTF is going on here ? I can provide proof of the pre-paid MasterCard i used and a statement showing the payment to Euro Palace Casino. Not only did this ruin my night and shaken my trust with the Euro Palace umbrella of casino's but to be accused of such actions is slander at the least ! I am discussed and accuse THEM of fraud ! I will not post the pre-paid MasterCard and payment statement used for obvious reasons here but will provide it to the appropriate personnel upon request. In the end when i'm proven right what am i going to get as compensation besides a sorry ? Legal action may be in order.

Last friday and saturday i made several deposits to Europalace.com using Skrill. Saturday morning I asked for a withdrawal of € 1100,-. Knowing that it can be difficult to withdraw I myself asked for a verification of my account and send them my drivers licence, utility bill, skrill screenshot of my account and recent bank statement. Then they responded on saturday afternoon with the following text: "Attachment on your previous email has been automatically removed as a result of it being sent to the incorrect document queue. Apologies on the inconvenience caused." Strange, because i send it to the emailadres they wanted me to send it. I received the next mail a few minutes later: "I've received it, thank you very much for that. I've escalated it to our player security department to review for you. Please allow anything from now to the next 24 hours for it to be verified." They ask me to be patient 24 hours.... Then out of the blue i received the following email: "We have received your mail and can confirm that we have received your documents and our player security department will review them shortly. Please allow up to 48 working hours for our player security department to review the documents, and if they require anything further form you they will be in contact with you. Additionally, once the documents have been accepted the standard turn-around times for your preferred method of payment (Visa) Please be advised that after your withdrawal has been requested it will enter a pending period of up to 48 hours, from there it will take between 3-7 working days for the funds to reflect in your account." Now they say it takes 48 hours and that my preffered method of payment is Visa.... I dont have visa nor ever had visa.... This morning I asked them what the status was since it was more then 48 hours after my first request and they replyed with: "Sander, I have spoken to the Security Department in this regard and they have unfortunately advised that they still need one or two more documents from you We therefore kindly request that you send the following documents in color for verification purposes: A Picture holding your Drivers License next to your face. We recommend that you please SCAN or DIGITALLY PHOTOGRAPH and email all the documents to the Casino and these documents should then be emailed to [email protected] where they will be verified by the Security Company and then saved for future reference as per E-Cogra requirements." Is it true that E-Cogra recuires a picture of me holding my drivers licence?? And are they even registered to E-Cogra? I dont know and at this but i am afraid of the answer... I spoke with someone on their livechat and she said she escalated it again and I would be informed again this afternoon. She did confirm all my documents have been received but somehow i don't feel things are going to work out ok for some reason.