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.

1.1/10 Very Bad reputation Submitted: 31 Jul 2020 | Unresolved : 26 Aug 2020
Our verdict

Against fair gambling codex

UNRESOLVED

Case summary

151 days ago - 26 Aug 2020

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

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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.

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Okay thanks.

I'm waiting for news

Automatic translation
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Hello Leone.


I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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Thank you for bringing this matter to our attention.


Firstly, we must mention that you have requested a withdrawal on 3 August, 2020. For that time your total deposits amount has been €170.00. Therefore, we must take into consideration casino Terms and Conditions, which state that


"16.3 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."


https://www.enzocasino.com/general-terms-conditions/?lang=en


Please be advised that Terms and Conditions is available to all players when creating an account and come into force the moment the player clicked accept when the account was created.


If you require assistance, please contact the Casino Live Chat Support.

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Hello there,


Dear Enzo Casino team.


First of all, thank you for your cooperation in this case. 


I am sorry but the Casino.Guru team considers the rules like this as hidden and predatory.

You can find more information in our Fair Gambling Codex, section one Hidden and predatory rules, link below.

https://casino.guru/fair-gambling-codex-for-casinos


Please, could you reevaluate the case or is it your final decision?

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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 Enzo Casino.


We believe this rule should never apply for real money play. It significantly changes the RTP and put new players who don't deposit 200+ at first deposit into very unfair position.


For example, if I deposit only €20 and bet them to a single number on roulette, my winnings should be 35x20=700, but instead, I can get only 10x20 = 200. Much worse is this rule in some slots where the winnings could be 500 - 2000 x bet. This rule affects the RTP, which is unacceptable. 

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We understand and respect the point of view of Casino Guru, however, we have taken into consideration the account history involved.


The account was created in November 2019. It has been inactive and no sole deposits were made for so many months.

Prior to the gameplay, the player was informed of the conditions of his gameplay including the maximum cashouts and bet limits therefore the maximum cashout is no surprise to the player.


Given the history on the account, the casino management decision remains the same.

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What kind of answer is this?

Was the player informed prior to the game?

But by whom?

The fact that I have been inactive means nothing, here we are talking about the honesty or dishonesty of a casino and from the reviews the answer seems to be clear.

However, I'm not here to make further controversy.

Thanks to casino guru and players ATTENTION.

Automatic translation
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Hello there,


Dear Enzo Casino team.


Thank you for your cooperation.


Unfortunately, we consider this case as against our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos.



Dear Leone. 


I am sorry that we could not help you more. 


I am afraid that until somebody from the platform start thinking why their casinos are so poorly rated and decide to change their terms, we can't do much to get your winnings. Of course, we publish your complaint and give Enzo Casino more black points .


Usually, I would recommend contacting the gambling authority but since the casino has this rule clearly in their T&Cs, I am afraid they are not able to do anything about it. 

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).


Best regards, Jozef

Casino.Guru