CasinoEuro - Player believes that their withdrawal has been delayed.

Hey

slot casinoeuro

I deposited 60 eur. and I got 60 eur for it. bonus, i.e. a total of 120 eur.

i played several rounds and had several wins.

I made a withdrawal request for 10,000 eur.

They rejected the withdrawal because I had exceeded 6 eur. investment.

I studied the history of the game and at the beginning I had played with an excess bet.

After the bonus was completed and therefore the wagering requirement was also completed, I won several big wins after that.

In my opinion, after that bonus reset, no bonus restrictions should apply anymore.

However, they do not agree to pay my winnings.

Dear Tuomo66,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They don't pay my winnings.

I played bonus rounds with an overbet, but other game rounds that were not bonus games have also been rejected.

Thank you for your reply, Tuomo66. Do I understand correctly that the casino has confiscated your winnings because you breached the maximum allowed bet?

Yes. I played 143 bonus rounds with an over bet, during the games there was no warning about the over bet.

After that I played 424 normal rounds from which I got winnings, but those winnings have also been rejected.

If that is the case, I am afraid that there is not much more we could do here. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

I do understand and accept that the bonus game rounds will be rejected.

But I don't understand why the other game rounds that weren't bonus games, the winnings from those have been rejected as well.

I have also already asked Eurocasino 2 times to close my game account, but they have not done it.

Tuomo66, if you feel like you have been mistakenly accused, feel free to forward your game history from the moment you started playing with a bonus, together with a link to the bonus you activated to kristina.s@casino.guru. Thank you in advance.

I will try to send at some point, there are 73 of those pages.

Dear Tuomo66,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

OK thank you.

I emailed you the game history.

Tuomo66, I am sorry, but you truly breached the maximum allowed bet repeatedly and many of these bets resulted in winnings. I am afraid that there is nothing we can do for you at this point. I can only recommend that you always read thoroughly (and follow) the bonus T&Cs to avoid such situations in the future.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.