Resolved EuroCityCasino complaint

[Jackson]

I got a promotion e-mail from 888.com(where I have an account) to sign up to Eurocitycasino.com. Well, I signed up, deposited €200, and got a €200 Welcome Bonus.
I wagered the bonus 50*€200 with Power Video Poker(Aces and Faces)because it is not disallowed in

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and I had a lucky; finally in my bankroll was €785.
I have tried to make a cashout three times. The formula is every time the same: They cancel the cashout, send an e-mail from Cassava Operations Department saying that I have € 9635 or € 9728 left to wagering and/or Video Poker will not be included the Welcome bonus wagering, but they don't answer to my e-mails.
I got this e-mail when tried to made a cashout the last time:

Dear ******,

This is Jxxxxxxx. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd.

Cassava Enterprises manage operational services for Euro City Casino.
I am contacting you in regards to your Euro City Casino account with username "*********".

We are pleased to see you that have made a recent cashout request from your account,
and we hope to be able to process this for you without delay. However this cashout
request does include an amount of the bonus we have previously issued to you. Each
bonus we issue has an allocated amount to wager attached, and unfortunately you
have yet to complete the wagering necessary to cashout this bonus amount.

As we would like you to have your cashout as soon as possible, can we please ask you
to cancel this cashout and continue to play the bonus according to our bonus policy
wagering requirement. In order to cashout the bonus you still need to wager (bet) a further 9728 EUR. Alternatively we will return the cashout to the bankroll after the regular awaiting cashout period.

Please be aware that certain games are not relevant for the wagering of particular bonuses. For example the welcome bonus that you receive when you first deposit. We do not consider any wagering from all versions of Roulette, Craps, Video Poker, Power Video Poker and Baccarat for such bonuses, and in order to wager this bonus correctly the wagering must be performed from all other games.

You can check the amount of wagering you have completed by the amount of Bonus Points that you have received. For every $10 you wager, you receive 1 point. When you receive a bonus please check the number of total points you currently have, and how much wagering is required. Please note that any cash out that includes the bonus amount will be subject to the wagering criteria.

Should you require further clarification regarding our Bonus Policy, please visit our website where there is a link to the Bonus Policy.

If you have any questions or require any other assistance, please contact us.

Regards,
Jxxxxxxxx.
Operations Department
Cassava (Gibraltar) Ltd.
operations@cassava.net

However at today they answered my e-mails:

Dear ******,

This is Yxxxxxxxxxx. from the Operations Department at Cassava
Enterprises (Gibraltar) Ltd.

Cassava Enterprises manage operational services for Euro City Casino.
I am contacting you in regards to your Euro City Casino account with
username "**********".

Many thanks for your email. I am sorry that you are confused; hopefully
I can clear everything up for you in this email.

******, since receiving your email I have checked your account.

I see that on 18/06/10 you deposited 200EUR via your Moneybookers
account. Then on 22/06/10 you requested a cashout of 785.55 EUR.

At the time of your deposit you received a bonus of 200EUR. In line with
our Terms & Conditions when you received your bonus before it could be
cashed out we need to see that this amount has been wagered a hundred
times over.

At the time you requested your cash-out you had not wagered the bonus
the required number of times.

Therefore, until you have wagered the bonus the required number of
times, your bankroll must always have in it an amount equal to your
initial bonus, which in your case was 200 EUR and any accumulated
winnings. That being so your maximum cash-out at this moment is your
initial deposit.

I hope this has answered any questions you have and please feel free to
request a cashout along the lines I have described.

Should you require further clarification regarding our Bonus Policy,
please visit our website www.EuroCityCasino.com and click on “bonus
policy” see section “C” of “Our welcome bonus terms and conditions”.


Please do not hesitate to contact us again should you have any further
questions about this or any other matter.

Kind regards,
Yxxxxxxxxxxx
Operations Department
Cassava Enterprises (Gibraltar) Ltd.
operations@cassava.net

-Looks like they decided that I belong in group of "members located in certain jurisdictions" so need to wager the bonus 100 times.
-Of course this time He don't say how much I have left to wagered, either does Power Video Poker counted or not.
-It's starts to feeling that they want the winnings too, even though I don't used the bonus at any time when I wagered.

I have seen at there some other complains for cassava Ltd, and look's like:
888 group is in Casinomeister's "No Can Do" List. Probably can't get support from eGOGRA because Eurocitycasino doesn't appear in the eGOGRA's casino-list. Maybe complaint to GRA is possible.
Keeping wager the bonus seems impossible because I don't know what games they will accepted, how much I have left or will they change rules again if I don't lose.
(I have played only Power Video Poker so It's a paradox to say that
Power Video Poker isn't included but I have 9728 Eur left to wager when the whole required wager-amount is 100*bonus=20 000 Eur)

 

[HadEnouth]

I think it's time players wake up and realize Bonuses are not a Bonus, They are a trap and a casino ploy to make it harder to withdraw. How can any casino justified 100 times the Bonus or even 50 times the Bonus. There is no excuse for that amount of wagering requirement.

I never ever take Bonuses when I sigh up to casinos because I know they are not a Bonus (bonus should work for you, not against you), The So called Bonuses work in the casinos favor, If you win good amount, Most times you end up losing a good chunk feeding the wagering requirement.

My advice to all players out there, Don't take any Bonus at all, But If you must take a bonus, Then take one that has no more than 32 times the bonus. Even that is kinda high. But that would be my rule of thumb if I was going to take a bonus.

I never take bonuses so the casinos can't screw me around when it comes to withdrawing, Because sometimes those good wins come at the beginning and if you got stupid high wagering requirements, You end up withdrawing allot less than you would off if you never took the bonus.

Another point, If the winnings are won on your deposit, Then they should be no wagering requirements attached. you should be able to withdraw and forfeit the bonus. Wagering requirements rule should only start to take affect once you start using the bonus. Why casinos think it's fair to attach Wagering requirements right away is wrong, They take the stakes from your deposit first. And the reason why you got wagering requirements in the first place is because of the bonus. But if the bonus not been touched yet. It should be okay if a person requests a withdrawel before using the bonus. Any winnings from the deposit should be okay. I think casinos only have the right to refuse winnings if the winnings was won from the bonus and the wagering requirements were not met.

That my thought on the subject.

 

[Bencuri]

I think it's time players wake up and realize Bonuses are not a Bonus, They are a trap and a casino ploy to make it harder to withdraw. How can any casino justified 100 times the Bonus or even 50 times the Bonus. There is no excuse for that amount of wagering requirement.

I never ever take Bonuses when I sigh up to casinos because I know they are not a Bonus (bonus should work for you, not against you), The So called Bonuses work in the casinos favor, If you win good amount, Most times you end up losing a good chunk feeding the wagering requirement.

My advice to all players out there, Don't take any Bonus at all, But If you must take a bonus, Then take one that has no more than 32 times the bonus. Even that is kinda high. But that would be my rule of thumb if I was going to take a bonus.

I never take bonuses so the casinos can't screw me around when it comes to withdrawing, Because sometimes those good wins come at the beginning and if you got stupid high wagering requirements, You end up withdrawing allot less than you would off if you never took the bonus.

Another point, If the winnings are won on your deposit, Then they should be no wagering requirements attached. you should be able to withdraw and forfeit the bonus. Wagering requirements rule should only start to take affect once you start using the bonus. Why casinos think it's fair to attach Wagering requirements right away is wrong, They take the stakes from your deposit first. And the reason why you got wagering requirements in the first place is because of the bonus. But if the bonus not been touched yet. It should be okay if a person requests a withdrawel before using the bonus. Any winnings from the deposit should be okay. I think casinos only have the right to refuse winnings if the winnings was won from the bonus and the wagering requirements were not met.

That my thought on the subject.

I don't agree with you. There are good bonuses definately. But it is the players responsibility to find those. For example at Expect or All Jackpots the bonus has no cash out restriction, that is you can cash out winnings and deposit any time. And all games are allowed to play with. I don't see any reason not taking that kind of bonus. You lower your chances of winning if you don't take these kind of bonuses that Expekt or All Jackpots offer.

Also there are casinos with very low wagering requirements with all games allowed, like William Hill Casino Club with a wide range of limits. Those are far more better than than 888.com bonuses. I think Cassava offers one of the worst bonuses on the net, so I agree on that, but you shouldn't consider that ultimate. There are casinos offering good bonuses, just look around.

 

[Jackson]

Like HadEnouth said I have right to keep at least the winnings because I don't needed the bonus in any time, The problem is how to success to make a cashout even only with the winnings. In the last e-mail He basically says that every cashouts over 200 eur will be cancel.


I can also even keep wagering the bonus amount of €10000 but they know that, and that's why don't want to tell a clear which are in their opinion the allowed games and how much I'm already wagered and how much is left.

 

[mjarqus]

I have a similar problem. When i created my account, i asked what are the bonus wagering requirements for players from Finland. They replied almost instantly telling that finnish players have the basic 50 x bonus playthrough.

Made the deposit and played through the bonus got the same mail as jackson, that i have to wager a ~12 000 € more to cash out. I wagered ~5000 € more on blackjack and slots and the support said that i still need to wager over 10 000€ and the wagering requirement was 100 x for some reason. I cant get a decent response from support. They only paste t&c texts and wont comment anything about the responses a got earlier from the support email.

 

[Jackson]

My problem is solved. I tried this time to make a cashout only with amount of my deposit and the winnings, and it went through. Maybe they tired of my whining/complain e-mails.:sob:
In my account has still the bonus amount, I don't know what is the wager-requirements but I don't care even if they took it away, I'm still satisfied about got own money and winnings.

I have a similar problem. When i created my account, i asked what are the bonus wagering requirements for players from Finland. They replied almost instantly telling that finnish players have the basic 50 x bonus playthrough.

Made the deposit and played through the bonus got the same mail as jackson, that i have to wager a ~12 000 € more to cash out. I wagered ~5000 € more on blackjack and slots and the support said that i still need to wager over 10 000€ and the wagering requirement was 100 x for some reason. I cant get a decent response from support. They only paste t&c texts and wont comment anything about the responses a got earlier from the support email.

I think you should keep send the e-mails to them with arguing why you're right and they are wrong.
eGOGRA can't help (I have asked), but if my case wouldn't have succeed I would complained to the GRA.