Casino Euro - Confiscating 100,000 SEK jackpot due to max bet violation, refusing to provide any proof

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of CasinoEuro management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Hi,

I can see that on the contrary of what the customer is claiming on the 3rd October 2017, customer was very clearly explained and notified of the breach of TCs already from the 21st September and repeatedly, and finally even shown from our side the breach on the email we sent her on the 2nd October 2017 please see below:

From Customer Service

Email

10/02/2017 12:40 PM

Hi < first name removed >,

Thank you for your kind patience whilst we reviewed your most recent request.

We can kindly inform you that the amount of 2000 SEK which you deposited into the account: daniel­kor­pin­ens­e@g­mai­l.com, has now been refunded to your bank account ending in 0018 and should reach you within 3-5 working days.

I am very sorry to see you upset and disappointed in your most recent emails with our customer service. Although I can fully understand that the decision we previously communicated in regards to your account was not to your satisfaction, I will need to once more inform you that no changes will be made to this decision on our end. It was taken after a very careful review of all the information we have available and based on our terms and conditions and what we see as clear evidence.

The term for max bet applies from the moment you claim a bonus and to any bets placed whilst you have an active bonus in the account, in addition to the terms we have already communicated; please see the terms for the Welcome bonus you claimed in the following link: https:­//i­n.c­asi­noe­uro.co­m/w­elc­ome­-bo­nus/ei/ and more specifically I can highlight the following term: The maximum stake allowed when having an active bonus is €6 per game round or 50 eurocents per line. All these terms you approve of when registering an account and claiming the welcome bonus. These terms applies to all bets placed with an active bonus, regardless of which game you play.

Kindly also find examples from your account below of bets breaching the maximum allowed bet amount with an active bonus:

Should you disagree with this and want to take this case further, you now have the possibility of contacting our regulatory body, MGA (Malta Gaming Authority). Whilst I cannot share or discuss any additional details regarding our internal security procedures, I can assure you we will provide them with all information regarding your case for further investigation when they contact us with a request. If they see any reason for us to change our decision we will adjust accordingly. I have included their contact details once more for your convenience:

✔ Website: http:/­/ww­w.m­ga.o­rg.mt/

✔ Call on: +356 25469000;

✔ Address: Building SCM 02-03, Level 4, SmartCity Malta, Ricasoli SCM1001, Malta

✔ Complaints form: http:/­/ww­w.m­ga.o­rg.mt­/su­ppo­rt/­onl­ine­-ga­min­g-s­upport/

Best regards,

Elisa

Supervisor

CasinoEuro Customer Service.

I believe this clarifies everything.

Regards

Roger

CasinoEuro Customer Support Manager

Dear all,

Following a careful review of valid information and proof presented by CasinoEuro management, the AskGamblers Complaint Team, both reached the conclusion that CasinoEuro management acted in accordance with their Terms and Conditions., and has reasonable grounds to suspect that the player has not been honest while describing an issue and submitting a complaint.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.