Hello!
I played at https://www.casinoeuro.com for a few days a few weeks ago. I played on many slotmachines but Jackpot Jester Wild Nudge stands out because I won the jackpot worth 100000SEK (~ 10000EUR).
After that I continued to play a little bit, because I had a bonus balance that had to be wagered 40 times. When I was done with that I finally made a withdrawal of 91000SEK.
After a few days had passed without the money reaching my personal account I contacted the company's support via an email. I asked what was happening with my withdrawal and I also expressed my joy for winning the big jackpot. I also told them that I had lost a lot lately and that I have some difficulties with the gambling.
They replied that they were carrying out some security checks and that it would take longer then usual. They also announced that they had frozen my account because I expressed concern about my gambling in my mail to them.
A few days later, I get an email from a diffrent email address (csmanagement@casinoeuro.com). In that mail they told me that I had violated a bonus rule. The rule reads:
"The maximum bet allowed for an active bonus is €6 (60SEK) per game round or 50 eurocents per row."
And as a result, all my winnings had been removed and my account is frozen.
I could not understand what they meant. I was fully aware of the rules for bonus money and I also have the habit of beting around ~25SEK on slot machines. I am 100% sure that I never bet more then 60SEK on any machine.
And since then I have tried to find answers. I have sent email after email requesting, even begging for details about this.
On what machine do they say this happened?
How much do they claim I had bet?
Is there any special cases where the bet is made in an unusual way, maybe not directly from the account balance?
Is this about "Jackpot Jester Wild Nudge", where I won the jackpot? (When you win on this slot the winnings are not transferred to your balace, instead you can use it on a special bonus wheel. And on that wheel you can not decide how much to bet. If this special case count as betting as usual I am not sure if more then 60SEK was ever used. If that is the case they will not tell me anyway.)
It is also stated in the rules that:
"Real money will be deducted before Bonus money when you play in the casino."
I therefore also asked what rules apply in my case, because my balance was never lower than my real money.
And many other questions...
They have not answered a single question or given me any information at all. The only thing they said is that they have made that decision. And now they no longer answer my emails at all. I have never been treated this badly by any customer service anywhere.
I must have the right to know why I am denied my winnings, especially when it comes to such a large sum, am I not?
So I have lost almost 100000SEK and do not have the brightest idea why or what I've done wrong.
And my account at https://www.casinoeuro.com has been locked so I can not log in and try to find out what this is all about myself.
I apologize so much for writing so much. The matter here has been very stressful and I do not understand anything.
And as you probably understand, English is not my main language, so if I need to clarify something, please feel free to send me an email.
Thank you so much for your help!
Informação da reclamação
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
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.
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