Home Complaints Enzo Casino - Player’s winnings have been reduced to x10 of the last deposit.

Amount: €3,200

Enzo Casino - Player’s winnings have been reduced to x10 of the last deposit.

5.4/10 Questionable reputation Submitted: 31 Jul 2020 | Case opened
Current status

Waiting for Casino Guru to reply

6d 0h 50m 43s

Case summary

06 Aug 2020

The player from Italy had the winnings reduced due to a rule about lifetime deposit.

Written by Jozef Krucay
Data and complaints deputy lead
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Good afternoon I won 3200 euros in EnZo casino and I'm waiting to activate the account to be able to withdraw them.

The problem is that due to strange terms and conditions I was told that I will only be able to withdraw the last deposit for 10 (500 euros) since I have not yet deposited the sum of 200 since I registered.

However, I do not agree because according to the terms and conditions this only applies to the bonus games which I have not used.

Could you kindly check it?


Automatic translation
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Dear Leone,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions (no bonus terms), and this is what I found https://www.enzocasino.com/general-terms-conditions/?lang=en :

"If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game. Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime accumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

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In the last week I have accumulated deposits for 170 euros but I remembered very well that I had affected others some time before they are not on the chronology and this seems very strange to me but I don't think I can do anything to prove otherwise. Do you have any advice to give me? Do you think you can reach an agreement with the casino to make sure that I reach an agreement that allows me to multiply at least 170 times 10 (ie all the last deposits) and not just 50. It seems very incorrect on their part. Thank you very much .

However, I confirm that I have not used any bonuses

Automatic translation
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Dear Leone,

Could you please forward your cashier history and if you believe that you have deposited more funds into your account than it’s showing, please forward your bank statement too. Thank you in advance.

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Unfortunately I cannot forward my bank statement since I have replaced the credit card, on the history it is 170 euros.

can an agreement be found with the casino?

Automatic translation
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Dear Leone,

Even if you replaced your credit card, you should have access to the bank statement from which you have deposited funds. Could you please double-check? Thank you.

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Hi, I checked but unfortunately I can't find anything, only these 170 euro deposit remain.

How can this be resolved?

I don't think these terms and conditions are legal

Automatic translation
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Thank you very much, Leone, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Casino Guru is examining the case