Roguish CS at Eurolotto giving bad advice

[Dinahnana]

I deposited €40 so I could play the powerball and avail of the game of the week bonus. I was unable to load powerball so I couldn't play it. I contacted support and they told me to clear cookies and cache etc. I did this and tried three different browsers and even tried on my mobile. So I played and lost my deposit and was thinking about depositing again just to play the Powerball. I contacted CS who assured me there was nothing wrong with Powerball. I asked was Ireland restricted from playing (it wasn't before and I can play it on other sites).

Anyway the CS agent encouraged me to change my IP address and use a VPN so that I could play. This is what I have a problem with; a casino shouldn't be encouraging players to try to mask their location and I do expect better from an accredited casino. I have sent a pm to the rep to bring this situation to her attention. Casinos ought to never encourage players to change their IP addresses and use VPN's in order to mask their location especially not casinos that are accredited here. I am very disappointed with this casino's CS agents.

 

[HelenT]

Hello there, I replied via PM to you; but for the sake of clarity in the forum, I wanted to add something here too. We were extremely surprised to hear that you had received that help - we do not train our staff to offer advice of that nature! The agent definitely knows that you *should* be able to play (you couldn't due to a technical problem), and I think he had exhausted his solutions, but was looking for another way to help. It was misguided and regardless of the fact the Team member you spoke to was new and less experienced; this isn't acceptable advice and we're addressing it - I'm grateful that you reported it and sincerely apologise for any misinformation. We'll review this in our training policies.

 

[Dinahnana]

Hello there, I replied via PM to you; but for the sake of clarity in the forum, I wanted to add something here too. We were extremely surprised to hear that you had received that help - we do not train our staff to offer advice of that nature! The agent definitely knows that you *should* be able to play (you couldn't due to a technical problem), and I think he had exhausted his solutions, but was looking for another way to help. It was misguided and regardless of the fact the Team member you spoke to was new and less experienced; this isn't acceptable advice and we're addressing it - I'm grateful that you reported it and sincerely apologise for any misinformation. We'll review this in our training policies.

I Thank you Helen for taking care of the problem and am glad to hear that nobody else will be given this advice. A good result in my opinion

 

[HelenT]

Thank YOU for bringing it to my attention and helping us improve!

I Thank you Helen for taking care of the problem and am glad to hear that nobody else will be given this advice. A good result in my opinion

 

[lockinlove]

Holy crap thats about the worst advice ive ever heard lmao

Maybe they will refund the deposit you lost because #1. for the horrific advice that could get him in alot of trouble with other casinos..money forfeited and banned....if he was unaware this could have ended terribly


and #2. Because your game had errors

 

[Lolo1and2]

I have to say I'm not at all surprised!

 

[Dinahnana]

Holy crap thats about the worst advice ive ever heard lmao

Maybe they will refund the deposit you lost because #1. for the horrific advice that could get him in alot of trouble with other casinos..money forfeited and banned....if he was unaware this could have ended terribly


and #2. Because your game had errors

Thats okay because I did play the deposit on slots. On an interesting note I am trying to find out about how they would pay the Powerball jackpot if it was won at Eurolotto. I read the t&c's and got the following answer.

6.2.Payment of Large Wins

The Player understands and agrees that the payment of any jackpot prize of a game offered by a third party game provider may be the responsibility of the respective game provider. Specific terms and conditions may apply. The jackpot winning Player is recommended to contact customer support for more information.

Without prejudice to the foregoing, In the case of significant wins exceeding €5,000,000, for which EUROLOTTO is responsible for the payment thereof (see section 13) EUROLOTTO reserves the right to decide to pay the winning Player in accordance with the following re-payment plan:

The first 10% of the win will be paid by EUROLOTTO to the player immediately after KYC is collected and the identity of the Player verified;

The remainder amount of 90% will be paid by EUROLOTTO to the Player over a period of nine (9) years at the frequency decided at the sole and exclusive discretion of EUROLOTTO. This applies if there is no other specific payment plan in the Terms & Conditions for any Game. The longer time of the two should apply unless EUROLOTTO agrees on another payment plan.

Each Player is solely responsible for reporting and paying any taxes as required by the governing law of the country of residence, if applicable.

EUROLOTTO and the respective game provider reserve the right to publish the name of a PLAYER who makes a significant amount. If publication of the PLAYERS NAME can’t be made EUROLOTTO can deny to pay out the win.

This did not answer my question so I went and looked at term 13 which states:

Powerball-Jackpot” – the aggregate amount payable by the MUSL or any (co-) organiser in respect of all Winning Tickets in Prize Category 1 in US dollars and in respect of the relevant draw of the US-lottery “Powerball”, paid out in 30 growing annual amounts according to the official rules (i.e. with 4% p.a.), or, in a condition where no such Winning Tickets are announced, the amount that would have been payable by the MUSL or any (co-)organiser over 30 growing annual amounts (in case of the “annuity” option) had there been a Winning Ticket in Prize Category 1 in respect of the relevant draw.

I found this curious and wanted more of a breakdown of how the jackpot would be paid e.g. what percentage of the Jackpot would be the first payment, would a player be guaranteed to receive all 30 payments if the site or it's lottery partners go tits up (in this day and age a possibility) and finally how come they don't offer the lump sum payment since the Real Powerball draw offers it. I am waiting for an answer.

Chances of winning it is slim to none (closer to none than slim) but having said that it would be a bummer to win and only get paid a small amount if things go wrong in the future with the site.

So far only one of the lotto sites gives you the best option if you win is the lotter since they will fly you over to the states where you pick up the physical ticket so you can go to the official HQ to claim your prize the way you want it.

Just food for thought.

 

[Dinahnana]

Questions answered.

Well today I got my answer with regards to the Powerball. 10% gets paid out at first and then the rest over the next 29 years which is guaranteed regardless what happens to the Eurolotto site unless the insurance company goes bust. So now all my powerball questions have been answered.

Thank you for contacting us.

Yes, you will receive 10% of the winnings.

If the homepage closes down you will still receive your winnings from our insurance company.

 

[Lolo1and2]

Well today I got my answer with regards to the Powerball. 10% gets paid out at first and then the rest over the next 29 years which is guaranteed regardless what happens to the Eurolotto site unless the insurance company goes bust. So now all my powerball questions have been answered.

A question that maybe you should ask is the insurance company they use in any way under the umbrella or in anyway linked to any of the companies owned by any director or owners of the company.