Thank you for bringing this complaint to our attention.
We would however like to take the opportunity to explain why we took the decision at the time in more detail which we hope will shed some light on the matter.
Having spoken to player on Tuesday 29th November , we kindly explained to him via our online chat system that the method of betting he was using, (doubling up his bets when losing and starting on lowest bet amount again once he had a winning result) was not in accordance to fair gaming and as stated in the terms and conditions of our site it clearly mentions that continuous use of doubling up your bets on Roulette is not permitted.
The player personally mentioned that he was not experienced in online gaming, our Greek language support staff then had a long chat with the player and was thoroughly explained the rules in using bonus funds on the account. As a result of him stating that he was not an experienced online gambler we returned the deposit and bonus amount back to his balance after deducting winnings to the amount of which he generated from using the doubling up method. We did this as a goodwill gesture in order for him to continue wagering and meet requirements for the welcome bonus.
Once the bonus and deposit amount was returned to the player’s balance, we informed him of this and asked him to continue wagering upon which he went back to the casino for 2 sessions, where in both sessions he played Only Premium European Roulette as he did previously with same strategy and bet amounts. Total amount wagered in these 2 sessions prior to requesting another withdrawal was €102.01. He then requested another withdrawal to the amount of €219.49 knowing he was short of having met the wagering conditions.
To note that the same player has used the same method of gaming in another casino for whom we do support and knowing clearly after discussing the conditions with him on initial account continued using same strategy on the other casino also.
We have all the good will to offer assistance, game information, and support to our valued players especially for Greek players who we kindly allow to meet wagering conditions on all bonuses awarded playing roulette. We feel that after giving the player a second chance and explaining to him the rules of the casino and conditions of the bonus feel that we have been fair enough but we have to stand firm in our decision where we know players are trying to abusing the system and generous bonuses we have on offer.
We do hope the explanation finds you well, should you have any questions or need any additional information please do feel free to request these.
Greek crm manager