The player from Austria has been accused of breaking bonus T&Cs by using a promotional code several times. Player’s complaint is now resolved.
Euromoon Casino - Winnings from bonus play have been cancelled.
Amount: €15,000
Euromoon Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello, you won 15000 in the euromoon casino. Since you can only pay 5000 mntl I have done that. Was rejected and the remaining amount was deleted from the account. It said I used a code several times a day. Which is not true. Each code goes once a day because I've won at partnerhouses casinos often and played with bonus. The code is automatically assigned by the system only once a day per code from the bonus market so that would not even work. Please help me because I know the rules and have played 100% correct and the code MARKET6 only 1x used. Thank you for help
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4 years ago
Dear Jasmin,
Thank you very much for submitting your complaint. I’m very sorry to hear about your forfeit winnings. Please, allow me to ask you a few questions so I can understand what the problem might be caused by. Is there anyone else in your family / friends who could use your casino account? Did you try to communicate this issue with the casino, and if yes, could you forward all relevant communication to me? My email address is petronela.k@casino.guru. I will then contact the casino and ask them to provide us with evidence that would justify your cancelled bonus winnings. I believe I will be able to help you with this case as soon as possible.
Best regards,
Petronela
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4 years ago
Translation
Good day. No, nobody else has an account in this casino and it was also told to me in the chat that it was canceled because I paid more with bonus codes that day. Whats right because every code is usable once a day because the system would never credit a bonus when it expired. This is done automatically. And I know that they made a mistake because I've played and won many times in their partner casinos. I even won before the bonus was attacked but anyway it does not matter because I have met all sales conditions. I did not do anything wrong at 100%. Many thanks for the help. Ubd please your correct email address then I send them screenshots.
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4 years ago
Dear Jasmin,
Thank you very much for your quick reply. I contacted the casino regarding your cancelled winnings from bonus play. If you wish to forward any communication or documents, here is my email address: petronela.k@casino.guru. Hopefully, we will receive a response soon and sort this case to your satisfaction.
Euromoon Casino, thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Many thanks for the help. I hope you reach something. Kind regards
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4 years ago
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Hello, you were already able to achieve something.? Chatted on Thursday with a support staff member who told me that it would take a maximum of 48 hours before I received an answer. So an answer should come today. But I strongly doubt it
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4 years ago
Dear Jasmin,
Unfortunately, we didn’t receive any reply from the casino yet. Since they have one more day to response, I will leave the complaint opened, and then tomorrow, I’ll extend the timer. I have sent another email to the casino, as a reminder, that there is a complaint which requires their attention. I’m still hopeful, that this case will be resolved to your satisfaction.
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4 years ago
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Good day. I really hope that you achieve something. Unfortunately I only read bad things about this casino and that they never answer. Thank you
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4 years ago
Dear Casino Guru and customer
Thank you for bringing this matter to our attention.
We will investigate your concerns and update you accordingly.
Regards
Euromoon Casino
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4 years ago
Thank you, Euromoon Casino for your response. We are waiting for your update intently.
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4 years ago
Translation
Thank you for responding to euromoon casino. I did nothing wrong. I didn't break any rules. Thanks dear greetings.
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