Enzo Casino - Player is criticizing casino’s withdrawal process.

Casino zahlt nicht aus und behält den Betrag ein statt zurück zu buchen. 

Dear David,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, could you answer a few questions so that I can fully understand what the issue is? Was this your first withdrawal request? Which payment method did you use? 

Please, be aware that all casinos take the KYC (Know Your Customer) process very seriously in order to send the winnings to the right player. Could you confirm that you have completed the account verification in the past? 

I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear David,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Petronela

Please be advised that we have investigated the player's concern and we can confirm that the player winning source is a free no deposit bonus. 

The player broke the bonus terms and conditions:

13. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, but is not limited to:

• Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met.

Further, we see that the player have not made a single deposit at the casino.

Kind regards

Compliance @ ENZO

Das ist aber kein grund den gesamten Betrag nach erfolgloser auszahlung einzuhalten. Wenn man ohne Einzahlung nicht auszahlen kann sollte dies nicht zur Verfügung stehen, und somit auch dernbetrag zurück auf den Account gebucht werden, damit ich einzahlen könnte um auszuzahlen. 

Dear David,

Please could you forward me your player’s history? My email address is petronela.k@casino.guru

Thank you very much in advance.

I would like to ask Enzo Casino to specify which exact rule has been breached while wagering the bonus. Was it "placing single bet equal to or greater than 30% of the value of the smallest bonus credited"? How much was the non-deposit bonus credited to the player? Could you please send me player’s history to petronela.k@casino.guru? Thank you in advance.

@David, thank you very much for reaching out to me through email. 

We would like to ask the Enzo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Petronela

We apologise for the delays in responding.

We have sent copy of the game history for the said player.  We must note that the player have not made any single deposit at the casino and therefore the source of the contested winning is a free no deposit bonus of €10.

Kind regards

Casino Enzo

Dear David,

I have checked with the casino and unfortunately, I have to say, that the proofs provided to us were satisfactory. Those evidences show that you have breached 30% rule: 

"Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a 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.

Dear David,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Was heißt das 30% Regel verstoß? Ich habe dauerhaft mit 0,25 Cent Einsatz gespielt. 

Dear David,

Not only the bonus terms were breached, but also the same bonus code has been used in two different accounts, sharing the same phone number and address. I have checked the terms and conditions, and this is what I found: "You may only open one Account on the Internet Site. We reserve the right to close an Account at any time and to cancel all the transactions pertaining to any Client who has registered more than one Account in his own name or under different names. We reserve the right to block regular or tournament play and/or prize distribution should any evidence of multi-accounting arise." 

Please understand, that there is not much I can do for you at this time. As I mentioned before, the proofs provided to us were satisfactory. Please if there is anything else I could do for you, let me know, otherwise, I will be forced to reject your complaint.

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. 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.