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.
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