Withdrawn: EU Casino: balance confiscations, non-responsive

maxd

Complaints (PAB) Manager
Staff member
[strike]We've had a rocky relationship with EU Casino over the years but recently that has deteriorated so dramatically that I feel I have no choice but to proceed with a Casinomeister Warning:[/strike]
[Update (20100402): I based the above statement on memory and since I cannot locate supporting materials it appears that I was mistaken in believing there was a history of problems with them: I have corrected this per the casino's request. To the best of my knowledge the casino started operations in mid-2009. The following issue is the only one we've pursued with them to date, though others would have been raised if they had been available to discuss them.]

In this [strike]latest[/strike] case a player deposited €1000 and received a €500 bonus through an affiliate site. The player worked through the WR, then continued to play until they were down to a €500 balance. They requested withdrawal of their balance.

When they checked their account the balance had been confiscated and they had an email stating that this action was taken due to "play patterns" and "irregular gaming" and that their decision was "final with no recourse for appeal." Neither the player nor the affiliate could get a response from the casino so the player turned to us.

As it happens we fared no better. After an initial response of:
Thank you for your email.

Please be advised that I have forwarded your concern to the relevant department.

Regards,
Nothing happened. The casino did not contact the player at any time, and simply refused to respond to our efforts to discuss the issue with them.

Warning: EU Casino is confiscating player balances with nothing more than an "F Off" email. The player is given no recourse and even the affiliates cannot help. The casino ignores all attempts to raise the issue. Given the recent developments we've seen with this site we recommend that players [strike]avoid EU Casino[/strike] proceed with caution.

[strike]I will also be recommending that EU Casino be added to the "No Can Do" List since they clearly have no intention of cooperating with us on player issues.[/strike] [this no longer applies since the casino has since expressed intentions to modify this policy]

Regards,
Max @ Casinomeister.com

[Update (20100402): I have since been contacted by casino managment and have been told that is was casino policy at the time to ignore 3rd party sites like us, which is exactly what they did. This may or may not change: TBD. They further claim that the issue was eventually settled between the player and the affiliate though I have no verification of this.]
 
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maxd

Complaints (PAB) Manager
Staff member
Readers will note that the original Warning has been updated to reflect the fact that I had mistakenly believed there was a longer, more troubled history to this casino than there actually was.

Furthermore there have been some management changes at the casino and the new people have expressed a desire to turn a new page:

We are the fastest growing casino in Europe with [many] players per month and with the exception of that one incident we have very happy players.

It is our aim not to have any further complaints. Our aim is to deal with every query coming into support to the full satisfaction of the player. We have an excellent track record which is the reason you have not received any other complaints.
While there are assumptions made there that are not 100% correct I can't and won't argue with the basic points.

Based on these new developments I am going to change the status from 'Warning' to 'Under Review'. If in a few months time everything has gone smoothly regarding this casino the Warning will be withdrawn and archived.
 

maxd

Complaints (PAB) Manager
Staff member
As it happens the case that precipitated this Warning seems to have continued on in a bad way for the OP, contrary to the casino rep's statement that "the issue was eventually settled between the player and the affiliate".

Given the "Under Review" status of this Warning I believe the following is relevant to the issue:
They still owe me my balance of £500 and the affiliate, rather than settling the matter, has instead restored EUCasino to full prominence in their bonus section. I was so angry about this that I wrote a scathing post to the forum ....

To make matters worse, the EUCasino Rep posted in the same thread falsely stating that I (and another complainant) were given every opportunity to communicate the issue with customer service when this was most certainly NOT the case.

The icing on the cake was when the Rep said that I acknowledged breaching the terms when I have done no such thing. I don't know if the Rep stated this through incompetence or mendacity but either way it is false.

The Rep finished the post in the casino's typical helpful manner: "We consider this issue resolved and will not be responding to any more posts on this matter. [The player] can always contact our customer support regarding any other queries he may have."
 

maxd

Complaints (PAB) Manager
Staff member
Based on these new developments I am going to change the status from 'Warning' to 'Under Review'. If in a few months time everything has gone smoothly regarding this casino the Warning will be withdrawn and archived.
That period has passed without further incident therefore the Warning is withdrawn effective immediately.
 

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