Alvaro, a player from Spain, is upset that the casino confiscated his winnings because he breached the rule which does not allow to bet more than 30% value of original deposit.
Enzo Casino - Player is upset about Bonus T&Cs.
Amount: €900
Enzo Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I describe my frustration to see if it doesn't happen to anyone again.
I deposit 100 Euros and they give me a bonus of 150 Euros. I play live casino and not slot machines.
I see that I can't use the bonus and ask to be canceled and they don't do it because I have already started playing.
I have very high requirements to simply be able to withdraw my money. After several days playing I get to meet the requirements and ask for the refund.
After 1 week waiting they tell me that I have placed bets for more than 30% of my deposit and that they cancel all my winnings.
It is true that I made 50 and 100 euros stakes when I had a bank of 1000, but I do not think that a bet of less than 15% of my bank can be considered as a risk bet which is what they say I have done.
So my experience in this casino has been frustrating. and although I can't claim because the bonus conditions are clear, I feel scammed and robbed by this casino. And I will never play there again.
The only way to alleviate my frustration for this theft is to report it in forums like this and I will continue to do so.
Greetings
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4 years ago
Hello Alvaro.
Thank you very much that you submitted a complaint through our website. I am deeply sorry that you feel that casino is unfair to you. Unfortunately, rules which limit bet size are standard practice in casino industry. Usually casinos limit the bet size to 5€ when playing with bonus money, but sometimes also as some percentage of the deposit.
We hope that in the future maximum bet rule will be technologically enforced by all casinos, but that’s I hope near future. I am very sorry, but from how you describe the situation I think that we can’t help you.
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4 years ago
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The conditions of the bonds are usually unfair, I do not plan to accept any more in my life. In fact, I didn't want it and they didn't let me cancel it. I didn't use it, and in the end they stole all the money I had earned. It seems to me an armed robbery.
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4 years ago
Hello Alvaro.
I am deeply sorry that you had such a bad experience in this casino. I would like to ask: Do you have some screenshot or chat transcript where you are asking casino to remove the bonus? I will contact them and try to convince them to pay you. Any evidence from your side would be more than helpful.
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4 years ago
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’.
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4 years ago
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They do not usually respond, they have a somewhat unfortunate customer service. We will wait to see.
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4 years ago
I am extending the timer by another seven days. Casino representative promised me that he looks on the case. I am very sorry for the delays.
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4 years ago
I am sorry Alvaro I am afraid we are forced to close the complaint now. They promised me that they investigate the case, but I see no response here or over Skype.
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
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4 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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4 years ago
Translation
I thought the casino had asked to reopen this issue to answer ...
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4 years ago
Hello Alvaro.
Yes, they asked me through Skype to reopen the complaint. They are working on your complaint, but these days before Christmas everybody is very busy, so it is very time-consuming. I am very sorry about that but I hope they will answer soon.
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4 years ago
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If so, the same would be good to give them more time. The truth is that I was very disappointed with the attitude of the casino but asking them to open the case gave me some hope.
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4 years ago
I completely understand you Alvaro and hope that we would be able to help you.
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4 years ago
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’.
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4 years ago
Hello Alvaro,
Enzo Casino is verifying your complaints together with Casino Guru and we will get back to you with a reply on the e-mail soon.
We are terribly sorry you are experiencing this on our casino and we will talk to you in private regarding these problems.
Best Regards,
Enzo Casino's Team
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4 years ago
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Thanks for answering. When I receive the answer, I will share it with Casino Guru so they can publish it and know how all this has been in the end. I think that it is fair.
Cheers
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4 years ago
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To show my willingness to reach a solution I have made another deposit at Enzo casino. I hope everything is fixed. Merry Christmas.
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4 years ago
Dear Casino Guru
On the 25th of December 2019, we have posted our response to this complaint, however, we see that it was not published nor any comment received.
Kind regards
Enzo Casino
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4 years ago
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On December 25 it was published that you would contact me by email in private. Today, no one from Enzo has contacted me. My email with which I have the Enzo account is nutspp3.0@gmail.com I hope you contact me as soon as possible.
Cheers
Alvaro
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4 years ago
Dear Enzo Casino.
As I told you on Skype. Could you please reply one more time to the player. We investigate the issue you mentioned to me, but we didn't find any problem. You can answer here. Or in case you still can't respond here, write to the player directly.
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4 years ago
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I still have not received any email my Enzo call
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4 years ago
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Hi,
I have received a response from the casino where they tell me that since I made bets of more than 33% of my income, my winnings are withdrawn and I am not entitled to anything.
In summary:
- 100 Euros deposit
- They give me a bonus of 150 Euros that I cannot use because it is not valid in live casino.
- I ask that the bonus be canceled and they say no.
- I earn 1000 Euros
- my earnings are confiscated because they apply to me the terms and conditions of a bond that I have not used.
They can close the case. I am very grateful for the support that the Guru casino page has given me. It is very useful for those who feel cheated by pages of doubtful reputation. Reputation that is earned by hand with cases like mine and many others.
I learn the lesson and I will not play again in Enzo and most likely in any other online casino. I play to have fun and not to have this kind of unpleasant experiences.
Greetings
Alvaro
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4 years ago
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The casino sent us this reply by email:
Dear Alvaro
We have investigated your concerns and here is the result.
We can confirm that the source of your disputed earnings is as follows:
- deposit number 1129000 of € 100
- deposit bonus 1129001 of € 150
On October 18, 2019 at 10:19:26 AM (casino time) you made a deposit of € 100 and received an automatic deposit bonus of € 150 and started your game. After more than an hour of playing in the casino, he entered the Live Chat and requested the elimination of the bonus. The operator had informed him that his request was verified by a manager, however it was denied. The bonus cannot be eliminated since you had started playing and made numerous bets.
In addition, the agent informed him that he cannot make any bet equal to or greater than 30% of his deposit at stake and that he read the terms and conditions.
The casino terms and conditions clearly state that:
The Casino reserves the right to withhold any withdrawal or confiscate all winnings and bonuses for irregular play. "Irregular play" may include, but is not limited to:
- Make individual bets equal to or greater than 30% of the value of the lowest bonus credited to the player's account, before the Total Bet Requirement for that balance has been met.
- Make individual bets equal to or greater than 30% of the most current deposit in force, if it is less than the bonus. This maximum bet limit applies to all players even if no bonus is received, or if the Total Bet Requirement has already been met.
https://www.enzocasino.com/bonus-terms-conditions/?isPopup=true&lang=en#
His game was audited, and shows that he made 64 bets over the limit ranging from € 30 to € 100 in the Baccarat, Blackjack and Dream Catcher games. These bets were made after Live Chat casino support explicitly informed you that you are not allowed to place bets equal to or greater than 30% of your deposit.
This is the reason why your earnings were canceled.
Please note that we cannot pay your winnings since you have breached the casino's terms and conditions.
If you disagree with the casino's decision, you can contact our regulatory authority.
For any questions, feel free to reply to this email.
Best regards
Enzo Casino
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Dear Alvaro
We have investigated your concerns and here is the outcome.
We can confirm that the source of your contested winnings are as follows:
- deposit ID 1129000 of € 100
- deposit bonus ID 1129001 of € 150
On 18 October 2019 at 10:19:26 AM (casino time) you made a deposit of € 100 and you received an automatic deposit bonus of € 150 and you commenced your gameplay. After more than an hour of playing at the casino, you came to the Live Chat and requested for the bonus to be removed. The operator had informed you that your request was verified by a Manager, however, it was denied. The bonus cannot be removed as you have started to play and made numerous bets.
Further, the agent informed you that you cannot make any bets equal or over the 30% of your deposit in play and to read the terms and conditions.
The terms and conditions of the casino clearly state that:
- 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
- Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared.
https://www.enzocasino.com/bonus-terms-conditions/?lang=en
Your gameplay was audited, and it shows that you made 64 bets over the limit ranging from € 30 to € 100 on the games of Baccarat, Blackjack, and Dream Catcher. These bets were made after the Live Chat casino support had explicitly informed you that you are not allowed to make bets equal or over 30% of your deposit.
This is the reason why your winnings were voided.
Please be advised that we cannot recommend paying your winnings as you have broken the terms and conditions of the casino.
If you do not agree with the casino decision, you can contact our regulating authority.
For any questions, please feel free to reply to this email.
Kind regards
Enzo Casino
Ticket Details
Ticket ID: SAU-860-72366
Department: Enzo Casino Support
From this email is it clear that Alvaro breached the T & Cs of the bonus. We are very sorry Alvaro, but the Enzo casino had the right to confiscate your winnings. If you ever decide to play in some casino, I strongly recommend reading our educational materials about how bonuses work.
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