Enzo Casino - Player’s winnings have been cancelled.

Salve ero arrivato a 600€ con denaro reale Ho richiesto il prelievo  infine il casinò dopo una settimana mi Ha annullato il prelievo e cancellato la somma ma la cosa più sconcertante è che nello storico non appare nulla e mi hanno rimborsato il deposito di 30€ si sono inventati che mi aveva dato un bonus di 5€ e come da regolamento non si può giocare il 30% della somma depositata e bonus compreso io L importo massimo di uno spin è stato di 1,80€ 

Dear Luca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you forward any relevant communication between you and the casino to petronela.k@casino.guru? I believe that we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards,

Petronela

Thank you very much Luca for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Luca,

Just to make sure I fully understand your situation - the casino confiscated your winnings and you were informed, that you placed bets higher than 30% of your deposit. Is that correct, please?

Si corretto ma non hanno fornito nessuna prova 

Thank you Luca, I would like to give an opportunity to Enzo Casino to comment on this case and explain the situation in more detail.

😀😀😀 come no figurati se sti ladri di Enzo rispondono denunciate questo casinò va che nessuno ha mai prelevato sono dei ladri 

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’.

Please be advised that we do not see any latest withdrawal request here.

The withdrawal request that is being mentioned here was made on 28 April 2019.

The casino terms state "20.3 The Client is hereby acknowledging and accepting that any complaint or contest made by the Client more than 14 days after the date of finalisation of the transaction which is the subject of the complaint in question will not be taken into consideration, and shall have no value."

We do not understand why it took a year to raise a complaint.  If there is indeed an issue with the voided winnings, you had enough opportunity to raise this issue. Further, we see that a full explanation was provided at that time. 

As far as we can see the said withdrawal was voided under the following bonus terms "15. 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"

Ho scoperto solo ora casinoguru altrimenti avrei fatto prima il richiamo e comunque nel mio profilo non c’è nessuna transazione di giocate e quindi avete sempre voi la ragione 15 giorni? Siamo andati avanti 3 settimane che mi chiedevate documenti e io vi ho mandato tutto perfino il selfie e alla fine avete annullato il prelievo in più ripeto un deposito di 30€ che scommette il 30% in più del bet? E se anche fosse un casinò onesto bloccherebbe tale giocata i Vostri termini condizioni? li Cambiate ogni giorno poi ripeto sono solo 600€ siete proprio messi male eh 

Hello,

Thank you Enzo Casino for this explanation. We don't see the date when the problem occured to be a problem. We always try our best to help the players to find a solution to their problems no matter when it happened.

However, would you be so kind and send me a proof, that the player breached the maximum bet rule, please? We need it in order to decide how to continue resolving this complaint. You can send it to my email address kristina.s@casino.guru.

Hello everyone,

Thank you Enzo Casino for your email providing the evidence.

Luca I am sorry, but you breached the casino's T&Cs, therefore there is nothing we can do for you in this case and I am forced to close this complaint. We believe, that in the future all casinos should enforce the maximum bet rule by the casino's system, so the player will be notified, if he tries to place a bet higher than allowed. Unfortunately, only a few casinos use this in practice. We have these casinos marked as 'fair and safe' on our website.

I apologize I couldn't help you to solve this issue. The only thing I can do for you now is to recommend you to be more careful next time whilst reading the casino's Bonus and/or General T&Cs.