The player from Italy had his winnings voided after placing bet greater than 30% of his last active deposit. We closed this case as justified but, unfortunately, unresolved. We consider maximum bet 30% of a single deposit (when applied for real money/regular play) to be an unfair rule.
Euromoon Casino - Player’s winnings have been cancelled due to irregular play.
Black points: 983
Amount: €1,500
Euromoon Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.0
Euromoon Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
I follow up on the complaint sent earlier, adding details.
I have been playing on EuromoonCasino for years, losing thousands and thousands of euros. My account is regularly open; have all my documentation and I have already withdrawn (exactly 2700 euros, definitely at a loss compared to the paid). Already last year they told me a lot of stories for a withdrawal (they credited me only half and after threatening them to report the other half). I received several calls from them where they threatened me that, if I had not paid and played regularly, npn would have more liquidated my winnings. Days ago I paid € 20 with Mastercard and I won € 1,500. I make a withdrawal request and, after 2 days, the withdrawal of 1500 euros disappears. In chat they tell me that my game was IRREGULAR because I exceeded 30% of the paid amount with the winnings and therefore my withdrawal is null. I DON'T BELIEVE MY EARS! But when ever? Gambling is like that! I can pay 1500 and not even win a euro ... or pay a euro and win 1500! I don't know how to behave, can they be denounced? I ask for your help.
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4 years ago
Dear Nicola,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"Betting rules
. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.
. "Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play."
I would like to emphasize that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets
'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.
'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:
Enforce maximum bet sizes, restricted games and other bonus conditions.
Please, could you confirm for me that you were playing without a bonus? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
There is talk of "fair and safe casino" rules. But, if this were the case, it should be REQUIRED to give the possibility to pre-set a maximum payment threshold and a SELF-EXCLUSION should be possible at any time. Instead Euromoon is a casino where PURE gambling is played and where, therefore, there is the possibility to PAY WITHOUT RESERVES (in fact there is no constraint in this regard) and to win without reservations (coincidentally here the constraint there is is). For any ethical and civil code, this is called SCAM. So much so that EVER was I placed a limit on payments. So I expect that an agreement will be found about a refund of my win, regularly played, based on the winning streak itself. Or I will go on with my accusation of illegitimacy of the rules of Euromoon scammers.
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4 years ago
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I confirm that I was playing WITHOUT any bonus and I confirm that in recent months I have made payments well in excess of € 1500 of the winnings and that NEVER and in no way has Euromoon intervened to protect me. And when I wanted to exclude myself or set a maximum payment threshold, I verified that it is not foreseen in any way by the Euromoon portal. Here the PROTECTION is only theirs: to cash in and not pay.
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4 years ago
Dear Nicola,
Thank you very much for your reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and settle this case to your satisfaction.
@ Euromoon Casino, please, could you shed some light on this case? In the meantime, I would like to emphasize, that we consider limitation of the maximum bet applied for real money play (not during completing bonus wagering requirements) to be unfair. If software enforcement is not possible, each case should be judged separately. Thank you very much in advance for your reply and cooperation.
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4 years ago
Translation
Exactly like that. In a casino "fate" can be unfavorable or favorable. That's the goal of gambling. They should have protected me every time I paid hundreds of REAL Euros (I NEVER ACCEPTED BONUS), without winning anything. Thank you
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4 years ago
We would like to ask the Euromoon 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
Dear Nicola and Casino Guru
We have checked the player’s concerns and we can see that Nicola indeed have an account at the casino since October 2017.
The 30% betting rules of the casino is not something new and therefore Nicola would have been aware of this term’s existence. As we can see on the account the player has been made aware and had been provided the full explanation of the rules by the casino agents on numerous occasions.
We can confirm that the contested winnings were voided under term 16.3 of the casino.
Unfortunately, we cannot recommend the payment of the voided winnings. That being said, the player had been contacted several times to resolve this issue amicably, however, the player has failed to contact the casino.
Kind regards
Euromoon Casino
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4 years ago
Translation
Scammers. It already happened to win last year and, arbitrarily, I was credited with half the winnings. I managed to contact them and they told me that they would credit me the rest of the money as long as I made a commitment to pay more (it's called blackmail from me). I have never seen the point "16.3" because it was evidently misled and is, above all ILLEGAL! A casino cannot allow players to make UNLIMITED payouts and withdraw if they win. I repeat: REAL MONEY, not bonus. And there is nothing to solve amicably! I played money from my salary and they didn't liquidate what I won, thanks to the casino algorithms. What should we talk about amicably? Beggars. They turned out to be like jerks, swindlers, miserable, failed. Italian complaint procedure has already started.
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4 years ago
Translation
Scammers. It already happened to win last year and, arbitrarily, I was credited with half the winnings. I managed to contact them and they told me that they would credit me the rest of the money as long as I made a commitment to pay more (it's called blackmail from me). I have never seen the point "16.3" because it was evidently misled and is, above all ILLEGAL! A casino cannot allow players to make UNLIMITED payouts and withdraw if they win. I repeat: REAL MONEY, not bonus. And there is nothing to solve amicably! I played money from my salary and they didn't liquidate what I won, thanks to the casino algorithms. What should we talk about amicably? Beggars. They turned out to be like jerks, swindlers, miserable, failed. Italian complaint procedure has already started.
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4 years ago
Dear Nicola,
I would like to emphasize that we consider this rule about maximum bet 30% of the last deposit, when applied for a real game, to be unfair. Unfortunately, there is nothing we can do to change casino’s decision to confiscate the winnings when this term has been breached.
I would like to suggest checking our website for recommended casinos https://casino.guru/top-online-casinos#tab=RECOMMENDED. Even from our review https://casino.guru/Euromoon-Casino-review, it’s clear that Euromoon Casino is a very bad online casino. We don't recommend playing at it and strongly advise you to stay away from it.
Once again Nicola, I’m sorry I couldn’t help you to resolve this case. I will close it now as unresolved and justified. Please, don’t hesitate to contact us if you run into an issue with any other casino in the future. Thank you for your understanding.
