Casino Euro - Bonus not credited, staff rude and useless

Habe am 03.10.2019 im CasinoEuro gespielt.

Während meines Spiels habe ich an einer Aktion Teilgenommen:

VIP Reise nach NewYork die Teilnahme am Spiel wurde bestätigt. Die einsatzhöhe war 0,75 Euro. Der Spielprovider ist Pragmatic.

Das Casino war das CasinoEuro.

Das Spiel war: John Hunter an the Scarab Queen

Während des Spiels ist ein Sofortgewinn in Höhe von 500 Euro aufgetaucht. Leider wurde dieser Betrag niemals ausgezahlt.

Nach Rücksprache mit dem Casino Support wird nun eine Auszahlung abgelehnt. Man behauptet ich hätte diesen Preis nicht gewonnen. Als Beweise für den Gewinn habe ich ein Screenshot gemacht, desweiteren sind die Spielregeln und die Aktion ebenfalls als Screenshot vorhanden.

Nachfolgend ist hier noch mein Chatverlauf mit dem Support.

Kundenservice

19/10/2019 13:35

Hallo xxxxxx,

wir melden uns im Namen unserer zuständigen Abteilung.

Diese hat Ihr Anliegen zusammen mit dem Anbieter geprüft welcher uns mitgeteilt hat, dass in dessen System keine Information darüber hinterlegt ist, dass Sie den Preis gewonnen haben. Hierbei handelt es sich um den ersten Preis des Angebots, welcher an einen anderen Kunden gegangen ist. Aus diesem Grund können wir Ihnen nichts nachträglich gutschreiben.

Wir möchten uns für die entstandenen Unannehmlichkeiten und die Verzögerung entschuldigen.

Sollten Sie sonst noch weitere Fragen haben oder Hilfe benötigen, stehen wir Ihnen jederzeit gerne zur Verfügung. Bis dahin wünschen wir Ihnen einen schönen Tag. 

Herzliche Grüsse,

Nina

CasinoEuro.

Kundenservice

16/10/2019 16:40

Hallo xxxxxxx,

vielen Dank für Ihre Rückmeldung.

Wir möchten diese Chance nutzen, und uns in erster Linie für die Umstände entschuldigen. Wir können Ihnen versichern, dass Ihr Anliegen sehr ernst genommen und derzeit noch gründlich geprüft wird.

In diesem Zusammenhang wollen wir Ihnen mitteilen, dass Ihr Anliegen erneut weitergeleitet und der entsprechenden Abteilung eine Erinnerung zugesandt wurde, um eine prompte Bearbeitung zu veranlassen, da wir bisher leider noch keine Rückmeldung diesbezüglich bekommen haben.

Wir bitten Sie somit um noch etwas Geduld, und hoffen Ihr Anliegen bald zu Ihrer Zufriedenheit geklärt zu haben.

Wir danken Ihnen vielmals für Ihr Verständnis.

Sollten Sie sonst noch weitere Fragen haben, oder Hilfe benötigen, stehen wir Ihnen jederzeit gerne zur Verfügung. Bis dahin wünschen wir Ihnen noch einen schönen Tag.

Herzliche Grüsse,

Alex

CasinoEuro.

Kunde

15/10/2019 12:15

Sehr geehrtes Casinoeuro Team,

Leider habe ich bis zum heutigen Zeitpunkt, immer noch keine rückmeldung erhalten. Das ist extrem unseriös. Werde jetzt den Sachverhalt an die Aufsichtsbehörde weiterleiten und den Fall über Askgamblers und andere Foren Publizieren.

Desweiteren werde ich eine Beschwerde einreichen und diese ebenfalld über Twitch ,youtube und Instagram publizieren. Zur zeit überpfüfe ich die möglichkeit einer Betrugsanzeige.

Setze Ihnen hiermit eine Frist bis zum 25.10.2019.

Sollten wir bis dahin keine Lösung finden.

Werde ich die erforderlichen Schritte einleiten.

MfG

--

Diese Nachricht wurde von meinem Android Mobiltelefon mit WEB.DE Mail gesendet.

Am 12.10.19, 11:25, "[email protected]" schrieb:

Kundenservice

12/10/2019 11:25

Hallo xxxxxxx,

vielen Dank für Ihre Anfrage.

 Wir möchten Sie gerne darüber informieren, dass Ihre Anfrage an die zuständige Abteilung zur Prüfung weitergeleitet wurde. Sobald wir eine Rückmeldung erhalten haben werden Sie wieder per Email von uns hören. Wir danken Ihnen vielmals für Ihre Geduld in der Zwischenzeit.

 Bei weiteren Fragen stehen wir Ihnen natürlich gerne jederzeit zur Verfügung.

 Wir wünschen Ihnen noch einen schönen Tag.

Herzliche Grüsse,

Lynn

CasinoEuro.

Kunde

12/10/2019 11:15

Ich möchte ergänzen das ich am 03.10.2019 gespielt habe anstatt dem 01.10.2019

--Diese Nachricht wurde von meinem Android Mobiltelefon mit WEB.DE Mail gesendet.

Am 12.10.19, 10:45, "[email protected]" schrieb:

Automatische Rückmeldung

12/10/2019 10:45

Hallo xxxxxx,

vielen Dank für Ihre Kontaktaufnahme.

Wir möchten Sie darüber informieren, dass wir Ihre Email erhalten haben und diese die Referenznummer 191012-xxxxxxx hat.

Sollten Sie uns weitere Informationen zu Ihrer Anfrage geben möchten, oder Fragen dazu haben, antworten Sie bitte direkt auf diese Nachricht. Es werden somit alle weiteren Informationen zu dieser Anfrage in einer Email zusammengefasst und gespeichert.

Wir werden Sie so schnell wie möglich erneut kontaktieren.

Herzliche Grüße

CasinoEuro Customer Service

Kunde

12/10/2019 10:45

Sehr geehrtes CasinoEuro Team,

ich habe am 01.10.2019 bei Ihnen im CasinoEuro gespielt und an folgender Aktion Teilgenommen:

Dein VIP Trip nach NEW YORK

XXXXXXXXXXXXXXXXX2019

Das 5000 Euro Cash Turnier 

30.09.2019-06.10.2019

Das gespielte Spiel war:

John Hunter and the tomb of the Scarab Queen auf 0,75 Euro

Die Teilnahme an der Aktion wurde vorab vor meinem Spiel von mir bestätigt.

Während des Spiels ist ein Sofortgewinn auf der Seite aufgetaucht.

Im Anhang finden Sie ein Screenshot.

Die höhe des angzeigten Sofortgewinns betrug 500,00 Euro.

Leider wurde dieser betrag bis zum heutigen Tag nicht auf mein Konto gutgeschrieben.

Habe bereits 2 mal mit dem Livechat gesprochen, dort sagte man mir das man sich darum kümmern würde.

Habe leider bis jetzt noch keine rückmeldung erhalten. 

Können Sie biite mal prüfen warum der Gewinn, nach Ende der Aktion nicht an mich augezahlt worden ist.

MfG

I've played a lot at Betsson because it's famous for being a company with tradition in the casino business, I deposited a lot but never tried to withdraw. I migrated to CasinoEuro, which belongs to the Betsson group, trusting in this house tradition. I had gained and decided to withdraw 5000 BRL via PIX (this method is attractive for us Brazilians because it is done quickly, without fees and accepted by any bank) which was the way I made all my deposits in the two gambling casinos, the nightmare. I entered the withdrawal part via PIX and everything was fine, my CPF which is my PIX key, there was only one field to fill in which was the value of the withdrawal amount, I did everything right. I was informed that they were having problems with payments via PIX, so far so good, I was told to try again. After numerous attempts, they removed the withdrawal part via PIX from my account and included the bank transfer, they told me to try via bank transfer, but in the "name of the bank" part, which does not allow filling, there was not mine, making it impossible to withdraw via bank transfer, there are even several numbers there that aren't even a bank, I informed everything. After many e-mails I sent of deposit receipts, print screens, etc., they informed me that they had fixed the PIX (they informed me that they had fixed it several times, the last time it would be enough for me to make the minimum deposit for the PIX that I would be able to withdraw, honestly faith I did what was asked. Soon they informed me that I filled out the PIX request wrong, and it has no place to fill it in on the website, anyone who says they are able to pay by this method certainly knows that payment via PIX only needs the PIX key that was correctly there (< key removed >), putting this number in the PIX automatically directs it to my account. In short, there were a lot of e-mails explaining and they always going back one step from what had been talked about. This withdrawal is still lower than so much so that I deposited there, the deposits always went to their account without problems. I am very disappointed with the Betsson group, be careful. I want to get my money.

*I'm sorry for my English, I used google translate.

Hi Askgamblers team,

I was hoping you can help me with my issue.

First I registered at Casinoeuro.com using my Virtual Visa card. I then decided to withdraw after playing in the casino and my withdrawals are all declined. So I ask help from Casinoeuro to check what's going on. Later on I found out that my Visa card is not accepting withdrawals as it's an e-wallet and doesn't have a bank statement. Then they asked me to submit to verify my account and submit bank statement, address, phone number, which I did and it's now verified ( see attached screenshot ). Casinoeuro advised me to re-request withdrawal to my bank which is impossible as explained above it's an e-wallet and not tied up to a bank. ( See screenshot ) email from Casinoeuro. Below is their next email after I mentioned that I still cannot withdraw.

< content removed >

I then sent the requested information. See attached bank statement. I still cannot withdraw.

_____

Customer Service30/09/2021 08.30 AM

< content removed >

_____

The < content removed > is my account number that is linked to a Visa card however. There's no other options for me to withdraw in my gaming account but to use SKRILL. There's no option for me to add my Visa card which is linked to my < content removed >. See attached.

Casinoeuro then added an option for me to add my bank but not the VISA that is linked to my bank. But unfortunately my country is not listed and we don't use IBAN but we only use SWIFT Code. ( See attached ).

___________

< content removed >

Casinoeuro sent me an email:

______

Customer Service 30/09/2021 04.06 PM

< content removed >

I complied to the above and sent all information required. See attached and ask to withdraw 950 EUR and see how we go. ( See attached email that I sent to them )

_______

Then I received this email:

< content removed >

_______

I hope you can help me with my withdrawal as I have been playing and depositing to Casinoeuro but unable to withdraw my fair winnings. I would also like to request to add an option in my gaming account to add my Visa card which is linked to my bank account so that I won't have this issues again in the future.

Hope your team can help me expedite my withdrawals.

Thank you in advance,

< initials removed >

Good morning.

I had earlier reached you in this regard that I have been experiencing issues with Casinoeuro.com.

I have a sum of money stuck on this site (namely €1688.05) and it seems impossible to cope with KYCs and the obstacles they make out on the spot and finally cash the funds out.

I used my Monese GBP card to make a deposit in euros as the site allowed me to and now I can't withdraw using the same method as they require the details my bank does not provide for the GBP accounts (they need IBAN and BIC and I only have a sort code and account number). I have provided them with my bank statement showing the bank details and the transaction (deposit).

After that I tried to withdraw to my Monese EUR account using its IBAN details but failed to do so as there was no Belgium in the list of countries at withdrawal page (my bank is Belgian).

The next step was a try to deposit via Skrill, wager the deposit, and withdraw back. However, they only allowed to cash out €20 using this method and use the GBP card I deposited with for the rest (as I have stated above, it's is impossible).

Then they added Belgium to my casino account withdrawal page and I tried to withdraw to my Monese EUR bank account again but the withdrawal was declined and they requested the statement showing the deposit from this bank account (which is impossible as the deposit was made with my GBP card and I had sent my GBP bank statement showing this transaction).

I have reached their live support for loads of times explaining my situation and asking to allow to withdraw all funds to Skrill but they just redirected me to email, didn't text me back, and pretended not to receive my emails with the proofs.

In general, it looks like Casinoeuro.com are not going to pay back the money to their customer who had trusted them, deposited on their site and won. Therefore, I would like to draw your attention to this casino and I really hope for your support.

I am also attaching the screenshots you had requested before to this email in respect of this matter.

Thank you in advance!

Regards,

Nicola <personal data removed>

Dear Sirs and Madames,

it is about the online casino casinoeuro.com. The operator of this website is BML Group Ltd, Maltese company registration number C-34836, having its registered address at ´Betsson Experience Centre‘, Ta‘ Xbiex Seafront, Ta‘ Xbiex, XBX 1027, Malta.

I would like to describe my problem in as much detail as possible and thank you very much for your time and help!

I created my account at casinoeure.com/de on 20.05.20 by a recommendation from an online streamer. I am a new customer to this website and have never had any contact with this page before.

I paid 50 € on May 20, 2018 and used the welcome offer (100% bonus: 50 €). After I gambled away my 50€ real money, I was able to successfully wager the bonus money.

With bigger hits I was finally able to achieve 800.22€ and requested a payment of the amount.

On May 22nd, however, I found that the payment had been canceled. I originally assumed that I had accidentally canceled the payout myself and contacted the customer service via live chat to reverse this cancellation. I have been informed that I will shortly receive an email when I can request that payment of my winnings again.

Instead, an email came out saying that after a thorough check of my account, all winnings were confiscated, but I would get my deposit of 50€ back. According to the e-mail, this is related to GTC 12.1, which is as follows:

All bonuses are only available once per person, family, household, address, email address, credit card number, bank account, telephone number, computer / device and / or IP address."

Even after almost 1 week of e-mail contact, my alleged breach of terms and conditions is not explained to me in more detail, but only referred to 12.1. I haven’t had a reply for 5 days, so my request is ignored.

All data was given correctly and error-free when I registered, I am a completely new customer on this website and as a result have used the welcome offer once and for the first time. I met all bonus wagering rules meticulously. Verification was also offered by me to prove that I am a real person and that I am extremely cooperative. After all, it is about the legitimate profit for which I invested my time and before that my real money.

So far, casinoeuro has not given me the opportunity:

- to understand where the specific problem lies that justifies the retention of profits (GTC 12.1 person? family? household? address? Etc.)

- To rule out that casinoeuro made a mistake

- To rule out that casinoeuro has simply made a false claim in order to sporadically prevent withdrawals of bonus funds

Even if a payment of my winnings of 750,09 € should no longer be possible, as a new customer I have to be provided with precise and understandable evidence that justifies the retention of winnings by casinoeuro! Otherwise, all doors are open for fraud and cunning.

Finally to the points of the general terms and conditions 12.1, which I should have violated:

Person: I am a new customer & a real person who used the bonus for the first time / once (no violation)

Family: I am in close contact with my family and can 100% rule out that someone has already used the bonus (no violation)

Household: I live with my partner and can 100% rule out that she has already used the bonus (no violation)

Address: I live in a multi-party rental house, as well as millions of people in Germany who live in large locations, etc. All 8 neighbors or even previous tenants logically had the same home address. It is impossible for me and all other customers to check that one of these people has already used the bonus on casinoeuro (and also unreasonable)! The terms and conditions would be dubious in my opinion and a breach of the terms and conditions would be preprogrammed!

I could specify my address by my apartment number. Only that is generally not done in Germany and therefore it was not given by me. In order to resolve this dispute and to avoid a misunderstanding, I am ready to further specify my address.

E-mail address: my email address, which was used to register for casinoeuro, was never used for this bonus before (no violation)

Credit card number: no credit card available (no violation)

Bank account: first-time use of online banking for the deposit of € 50 and use of the bonus (no violation)

Telephone number: was also never used on casinoeuro, only for the creation of my account (no violation)

Computer / device and / or IP address: The bonus was activated and used for the first time / once only on 20.05.20 by my desktop PC. To my knowledge, it has never been activated from my PC before. The bonus was also completely wagered on my PC on May 20, 2018 and the payment was requested with this. (Computer / device: no violation). Only on the following day did I use my mobile phone to deposit another € 50 and to keep an eye on the payment status of € 800.22.

I do not have the best knowledge of the subject of IP addresses, which is why I can only point out that I have been living in my new apartment since the beginning of 2019 and since then only a very limited number of people have access to my protected WLAN. Me, my partner and her sister once, for whom the use of this bonus can be excluded. In my view, it can only be a mistake. Here I really have no choice but to trust the competence of casinoeuro that errors are recognized and profits are not hastily withheld.

I would like to thank you again for your time and hope you can support me in this case, because as a student I lack the options to defend myself accordingly.

I look forward to your reply

Sincerely yours,

Christoph < surname removed >