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Casino Euro - Missing and Misleading Terms and Conditions

Complaint Info
Disputed casino CasinoEuro
Reason Bonus terms violation
Amount € 500
Posted on September 23, 2015

I found my account sitting at €10 instead of €1418 than it was the day before. I had deposited €500, received a €500 welcome bonus and had won €418. Upon asking Casino Euro where the money went, they told me that my wager period had run out. I questioned why they had taken the €500 deposit, as in their Term and Conditions it states that if the wager period runs out, the bonus and winnings are considered “bonus” but not the deposit money itself "You must wager a total of 35 times the sum of your deposit and bonus before you can withdraw your bonus and any accrued winnings”. I questioned them as to why the deposit money wasn’t there, to which they said that it was part of the bonus money because I had spent it. I asked them at which point did I spend the deposit money as I was at €1418 in credit, they did not answer that but said they would give me 10 more days to meet the wager. I checked their terms and conditions as to when you “lose” your deposit and all it says is that if your account gets to less than €1 then you will forfeit your deposit; my account never did get below €1.

The 24/7 Live chat isn’t always working, and when I did speak to them about the issues they forwarded me onto support who would email me, often “support” don’t email or don’t respond to any questions. When I realised that I wasn’t getting anywhere with them I decided to just bet until I met the wager. I noticed that although I had done a lot of betting (on slots and live roulette) that it still said that I was 0% towards meeting the wager. I asked them why this was and they told me to read the wager distribution percentages. I did and it said that 100% of my slot bets and 20% of my Live Roulette bets should contribute to the wager. After reading this, I asked them again why I was at 0% and exactly how much more money I needed to meet the wager. They replied saying to me that I now have to meet a 40 times wager (it was originally 35) on the €1418 deposit money (not the original €500 bonus money). My account is currently sitting at €1543.23 and my extended wager period is meant to run out next week Monday (21/09/2015). I suspect I won’t get any answers from them until they’ve taken all the money including my deposit on Monday.

In summary, my problem is:
1) Why did I lose my deposit if it says “The Welcome Bonus will expire after 30 days of having been credited if wagering requirements have not been met.”? Emphasis on Bonus not Deposit.
2) Nowhere in the bonus Terms and Conditions (that I could find) does it state that you can “spend” your bonus while being over €1 in credit.
3) Where is it stated that if your bonus time is extended that you have to meet a new 40 times wager on all of your previous money? Not the original deposit bonus

I’ve looked everywhere on their website and can’t find any answers to this.

I have all the email chain documented but can’t upload it as it is in PDF format.

Posted on September 19, 2015

Dear @csmgambler,

Any update regarding your complaint? Thank you.

Posted on September 22, 2015

Hi Csmgambler,

It is of course unfortunate if the terms of the bonus was not clear to you. We always strive to offer the best service and playing experience possible and I can only apologies that we did not live up to your expectations.

In regards to our wagering rules and requirements, a player always play for their own money first, and afterwards the bonus. If the initial funds should at any time be used fully, all future winnings will be bonus money up until the completion of the wagering requirements. These wagering requirements are the same for all our bonuses unless otherwise is specified.  Additionally all bonuses carries a pre-determined time limit. As soon as the time limit is exceeded the remaining bonus funds on the account will be cancelled.

In regards to wagering, different slots and games counts differently towards the wagering requirement. Unfortunately you had been playing from the Roulette found in the casino section and not Live Roulette, therefore the gameplay from Roulette did not contribute towards your wagering.

We do however understand that that there have been some misunderstanding in regards to our wagering conditions and as a gesture of goodwill we have therefore credited your player account with your original deposit + bonus, equal to  the total amount you had on your account today. Do however note that the wagering needs to be completed before your funds are available for withdrawal. Additionally money will first be deducted from the deposit amount thereafter the bonus.

In regards to contacting support, we are available 24/7, and I can only apologize if you have been able to reach us during this time. I have however checked the communication with us, and I can't see that anything have gone unanswered.

I would also like to add that you will be contacted by our customer support department shortly, if you have any further questions you are more than welcome to bring it up with them and we will do our best to assist you.

Kind Regards,


Betsson Group

Posted on September 23, 2015

Hi Halvor,

Thank you for your response, I appreciate you taking the time to look into this.

I do still think that the Terms and Conditions are unclear as to when your deposit money is spent. I have read through them multiple times and still can't find anything that touches on that topic. The only way I found out was through one of your staff members after the incident had happened. If I had known this from the start I would have just used my own money and not bothered with the bonus.

Therefore I think a resolution to make both parties happy would be that I can forfeit the bonus. By doing this I receive just my deposit money back to either gamble with no complications or withdraw whenever I like

The times I spoke of not being able to contact support involved the live chat having "technical" issues. I couldn't start a live chat because a technical error would come up. I was using the same PC with the same web browser and sometimes the live chat would work, sometimes not. However saying that, when there weren't technical issues your staff responded almost immediately and were happy to help.

I hope you can help regarding receiving the deposit money back.

Kind Regards


Posted on September 23, 2015


And thank you for your quick reply.

I fully understand, and I have also brought your feedback forward so we can have an extra look into the wording of the bonus. We do of course wish to offer a good gaming experience, and always appreciate feedback from our customers.

In regards to the bonus, you are welcome to cancel it, your original deposit will still remain on the account, and you will be able to continue playing with no restrictions. Do however note your deposit is first deducted during game play, so to receive the full amount I advise you to cancel before you continue to play.

You can both cancel the bonus yourself, or by contacting our Customer Support directly before cancelling, and they will be more than happy to assist you further.

Best Regards,


Betsson Group

Posted on September 23, 2015

Hi Halvor,

I have now cancelled the bonus and my deposit has returned, thank you for your help with this.

I'm glad we have come to a conclusion that has been satisfactory for both parties.

I do think think that your Term and Conditions should be extended to incorporate situations like this, to prevent them from happening to others in the future, but as you said you will have a look into this.

Thank you again for your help,


Posted on September 23, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

CasinoEuro Complaints

  • 5 of 10 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 2,385 USD avg amount

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