EuroCasino - Player’s bonus winnings have been cancelled.

Ich hatte vor zwei oder drei tagen 50€ eingezahlt habe dann die 50€ Bonus bekommen und habe damit so lange gespielt bis ich 550€ auszahlen konnte doch jetzt wurde auf einmal die Auszahlung abgebrochen und mir wurden nur 50€ erstattet die 500€ die ich gewonnen habe sind einfach weg.

Dear Jannek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any explanation from the casino why your winnings have been confiscated? Could you please advise which payment method you have used when depositing funds in to your account and activating the bonus? I have checked bonus terms and conditions, and this is what I found:

"Deposits made through Skrill or Neteller will not be eligible for the Offer. If you are not able to activate your bonus when depositing with Trustly, please contact our customer support to get your bonus manually credited."

Additionally, there’s a maximum bet allowed while wagering any bonus:

"The maximum stake allowed when having an active bonus is €6 per game round or 0.50 Eurocents per line."

Are you aware of placing single bet higher than the maximum allowed?

I hope 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

Dear Jannek,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.