CasinoEuro Complaints

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 >

A brief synopsis

Casino Euro sent me an email, a promotion for a "50% bonus" up to 500 EUR" As a long time online casino enthusiast, I am fully aware that it means, deposit 1000, to get 500.

I clicked on the link. After 5-6 attempts of failed transactions, I deposited 606 Euros, so approx. 500 gbp in my home cuurency. Expecting a 303 EUR bonus.

I didn't get the bonus.

Instead, I got 20 minutes of patronizing live chat, from somebody who obviously has it in their remit to treat everyone like idiots. With the final words being, "you would only receive a 250 eur bonus, as that is half of 500"

After questioning their interpretation of the terms, which were quite clear, I got passed onto another person. They were equally ignorant, actually started sending me messages to wind me up, 'you sound stress, let me help" and...

ACTUALLY CLAIMED I WOULD NOT BE ABLE TO WITHDRAW MY FUNDS WITHOUT PLAYING FIRST!!!

I've made a withdrawal request. No doubt that will be another week before a reply.

And do you know what the final joke was? On the automated email from my withdrawal request, the header said, "Nicola, claims your 500 Euro bonus NOW!!!!"

Here is a copy of the chat.

Olivia: Hi, my name is Olivia.

 NICOLA < surname removed >: Hi, I deposited for a 50% bonus 

 NICOLA < surname removed >: I received an email from you guys

 Olivia: Hi, I see.

 NICOLA < surname removed >: I deposited 606 Eur. it took a while to get in, but its in now

 NICOLA < surname removed >: But no bonus credited

 Olivia: Oh I see, just a moment and I will check this. 

 NICOLA < surname removed >: Thanks

 Olivia: Could you please send us the email that you received from us, to [email protected] and we will be able to credit this. We apologize for the inconvenience. Please do not play for the money during the time. We willl be happy to help you with this.

 NICOLA < surname removed >: Well how long is that going to take? Why do you send me an email and then not honour the bonus

 NICOLA < surname removed >: You sent me the email on Feb 26th, at 102pm

 NICOLA < surname removed >: ive sent the mail. please credit the bonus

 Olivia: Thank you, if you want you can hang on while we wait for the email.

 NICOLA < surname removed >: Yes please. Its getting a bit late though, need to sleep, work early!!

 Olivia: I see, no problem we can send you an email as soon as this is done for you. We sincerely apologize for this inconvenience. 

 NICOLA < surname removed >: no thats not acceptable. You sent me an offer, I haven't been credited. I've sent you a mail, as per request. an email takes 2 seconds to deliver. THis should not take any longer than 2 minutes to resolve. This is not 1983, it's 2014. 

 NICOLA < surname removed >: do you have the email now

 Olivia: I understand that you are feeling this way. We have a lot to do at the moment and we are doing our best to help you. As you said that you needed to sleep, I thought you might wanted us to send an conformation when it is added. I have the email now and I am talking to the relevant department. 

 NICOLA < surname removed >: thanks

 NICOLA < surname removed >: Yes, but its quite a big amount of money I deposited, so am a little concerned

 Olivia: I totally understand that and I know that it is frustrating. I am checking it right now, and as I said we really apologize for this. 

 Olivia: At the moment, unfortunately we have no one here that can credit this bonus right now. I am really sorry, but I need to send this to the bonus appartment that will add this during the night. You will receive an email as soon as this is done. You will get the bonus on the amount 500 Euro, as you have deposited 606 Euro you can play for 106 during the waiting time if you like. I am really sorry for this waiting. 

 NICOLA < surname removed >: The bonus is 50% up to500. So I get a 303 bonus.

 NICOLA < surname removed >: 50% is 50% of a 1000 deposit, how hard is that to work out

 NICOLA < surname removed >: That is outrageous

 NICOLA < surname removed >: Why is this not automated in this day an age? I clicked via your link

 Olivia: This is what you sent me "NICOLA, we have a special treat for you. We're offering you an exclusive reload bonus of 50% up to €500."

 NICOLA < surname removed >: yes and 50% of 1000 is 500

 NICOLA < surname removed >: I deposited 600, 50% of which is 3003

 NICOLA < surname removed >: 303

 NICOLA < surname removed >: christ, a 3 year old could do those maths

 Olivia: It should be automatic but something went wrong. No this is meant that you wil get 50% of the amount 500 Euro if you deposit 500 Euro you will get 250 in bonus.

 NICOLA < surname removed >: 50% of the deposit!!! 

 NICOLA < surname removed >: Did you write it in senagalese? No it's english. A 50% bonus, up to 500. It doesn't say a a bonus of 50% of the deposit. 

 Olivia: As I said, you can read it in the email. Now I have explained to you that this is how we mean in the email that you wil get 50% up to 500, that you will get 250 as bonus. 

 NICOLA < surname removed >: OK, if the 303 is deposited in the next 5 minutes, I will play. If it is not, I will withdraw. I'm not going to be treated like an idiot

 NICOLA < surname removed >: I will also be sending this to regulators and the ask gamblers forum

 NICOLA < surname removed >: You email is misleading, and is not being honourd

 NICOLA < surname removed >: I'm the english one here.I can read what it says. Please do not patronise me

 Olivia: I apologize if you are feeling that I am treating you like this.My colleague will help you further. 

 James: Hi, my name is James.

 Olivia has left the chat.

 James: Hello Nicola. 

 NICOLA < surname removed >: hello

 James: Please let me read the chat real quick so that I can see what has been said. One moment please

 NICOLA < surname removed >: Is the 50% bonus going to be credited now or not

 NICOLA < surname removed >: If not, I'm withdrawing, and complaining, not wasting any more of my time

 James: 2 minutes please

 James: So, now I'm back.

 NICOLA < surname removed >: I'm not going to go through all this again

 James: You don't need to. I understand that there is some confusion regarding the rules of the bonus?

 NICOLA < surname removed >: there is no confusion

 James: Oh great. 

 NICOLA < surname removed >: 50% up to 500, means deposit 1000 get 500. At EVERY casino in the world

 James: No, that is incorrect I'm afraid

 NICOLA < surname removed >: I deposited 606, for a 303 bonus

 NICOLA < surname removed >: It's not incorrect. And I will be putting this on the ask gambler forums, and to your regulator/ 

 NICOLA < surname removed >: You sent me an email for a bonus that you haven't credited, and with bad English that you are trying to turn in your favour

 NICOLA < surname removed >: I guarantee I'm the person on this chat who's first language is english, and I'm being treated like an idiot

 James: I'm American so I'm not really sure if that is the problem. If you like I can explain how it works? 

 NICOLA < surname removed >: hmmm,seems strange, didn't realise malta had a large US population........but I guess thats just a front for a dodgy casino

 NICOLA < surname removed >: I dont need an explanation. I've played casinos for 12 years

 James: Well you learn something new every day Nicola

 NICOLA < surname removed >: but thanks again for reinforcing your belief that I am stupid. 

 James: What?

 James: Who said you are stupid? 

 NICOLA < surname removed >: I've literally had 20 mins of patronising messages

 James: You seem very upset Nicola. I can help you if you like?

 NICOLA < surname removed >: I'm withdrawing now. bye

 James: It wont work I'm afraid

 James: You have to wager the deposit

 James: before you can withdraw

 NICOLA < surname removed >: It will. Because I will contact Visa and make a criminal complaint

I've made a withdrawal at 05/05/2012, the casino has canceled it and asked me some documents. I've sent that documents by e-mail, I made contact many times, but still I didn't get a answer from the Casino Euro.

CasinoEuro ignoring payment

Posted: 29 September 2011, 21:00 AM by Euroknaller

Hi,

I am writing to you in connection with a complaint regarding CASINOEURO.COM, my name is D. M************** from Amsterdam the Netherlands, my user name with the casino is Euroknaller, and I'm registered with the e-mail address of [email protected]

I have been a player in the casino for over a year and gambled on a monthly basis, as I got their bonus offers. I never had any winnings but kept the faith and gambled.

On 21th September 2011 I finally won and reached total withdrawal of €2504,69.

I was requested to send my ID + utility bill, did so, and on the following day received this confirmation from casino support: ( from [email protected]). The Name of employee/worker is Frits or Elizabeth.

Thank you for your documents. We have now forwarded them to our Payments

department for verification. We will get back to you by email as soon as

your documents have been verified.

Have a nice evening!

Best regards

Frits

CasinoEuro Support

A days later, I have been told that the documents were not acceptable:

Dear < name removed >,

Thank you for playing at CasinoEuro.

Our payments department has now informed us that we unfortunately cannot

accept the scan of your visacard you sent us.

I would appreciate if you could send us a scan or a picture of another

form of ID (a driver's license for example) instead.

I apologise for any inconvenience caused.

Feel free to contact us again should you have any questions about this.

Best regards

Eliza

CasinoEuro Support

Then, I received the same email which says that the verification by visacard holder was ok but this time they asked for full colour scans from the front and backside from my visacard. I have replied back to their support again that I followed their request and provided them with readable scans full in colour. Employee Frits replied and that he has sent it to another department who will look into this matter. After a day I received a mail that they decided to lock my account and not to process my payment. I have replied back to their support again that I followed their request and provided them with TYPES OF ID and I deserve to be paid with my fair winnings but this time they sent me another email which says:

Dear < name removed >,

Thank you for your email to CasinoEuro.

The decision regarding your account was taken by our Risk and Fraud department and it is final. This also means that the winning money is taken by our Risk and Fraud department and it is final. Any reply on this matter we do not answer.

Best regards

Eliza

CasinoEuro Support

On the face of it, it certainly appears that I met all of their terms and conditions but the casino decided to ignore my fair winnings and lock my account for no real reason and CHEET after I had my first ever withdrawal from their casino.

I do appriciate your help to handle this case on my behalf to make this casino to honor my payment withdrawal after I followed their request and sent them my needed documents twice with 2 types of my ID.

THANK YOU!

D. < name removed >

I also read a similar/ same case of dtbett77 that was solved

Hi,

I am writing to you in connection with a complaint regarding CASINOEURO.COM, my name <full name removed >, of County Kildare, Ireland, my user name with the casino is *******, and I'm registered with the e-mail address of *******@gmail.com.

I have been a player in the casino since Feb 22nd,2009 and gambled on a monthly basis, as I got their bonus offers. I never had any winnings but kept the faith and gambled.

On 18th Nov (or 19th) 2010 I finally won and reached total withdrawal of €2300.

On 21st Nov, I was requested to send my ID + utility bill, did so, and on the following day received this confirmation from casino support: ( from [email protected])

Thank you for your documents. We have now forwarded them to our Payments

department for verification. We will get back to you by email as soon as

your documets have been verified.

Have a nice evening!

Best regards

< name removed >

CasinoEuro Support

Two days later, I have been told that the documents were not acceptable:

Dear < name removed >,

Thank you for playing at CasinoEuro.

Our payments department has now informed us that we unfortunately cannot

accept the scan of your passport you sent us.

I would appreciate if you could send us a scan or a picture of another

form of ID (a driver's license for example) instead.

I apologise for any inconvenience caused.

Feel free to contact us again should you have any questions about this.

Best regards

< name removed >

CasinoEuro Support

Then, I received the same email but this time they asked for another form of ID since they " could not verify my passport". I have sent them my scanned driver licence but once again they replied that they could not verify my second ID and they decided to lock my account and not to process my payment. I have replied back to their support again that I followed their request and provided them with 2 TYPES OF ID and I deserve to be paid with my fair winnings but this time they sent me another email which says:

Dear < name removed >,

Thank you for your email to CasinoEuro.

Please kindly note that the terms and conditions that apply in our casino are the ones stated in our website and nowhere else.

The decision regarding your account was taken by our Risk and Fraud department and it is final.

Have a nice day.

Best regards

< name removed >

CasinoEuro Support

On the face of it, it certainly appears that I met all of their terms and conditions but the casino decided to ignore my fair winnings and lock my account for no real reason and CHEET after I had my first ever withdrawal from their casino.

I do appriciate your help to handle this case on my behalf to make this casino to honor my payment withdrawal after I followed their request and sent them my needed documents twice with 2 types of my ID.

THANK YOU!

< full name removed >