Casino Complaint EuroSlots does not pay 1700EUR - Is this fair?

[palapaisti]

I transfered my PlayCherry account to EuroSlots two weeks ago. I deposited 100EUR, got 200EUR bonus. I played slots
for hours and won 1700EUR. Unfortunately, they will not pay me because I'm on holiday in Thailand and they have the
following rule in T&C:

"PLAYCHERRY does not accept Player registrations and / or deposits and / or play from the following countries:
American Samoa, Bonaire, France, French Guiana, French Polynesia, Guadeloupe, Guam, Martinique,
New Caledonia, Reunion, Saint Barthelemy, Saint Martin (French), Saint Pierre and Miquelon, East Timor,
United States of America, Wallis and Futuna, Italy, Spain, the Netherlands, Denmark, Israel, Belgium and Thailand."

I still don't feel that it's fair to use that rule for me:

1) That rule is on "4.1. Account registration" section. I did not read it because I did not need to register
(I have had PlayCherry accout for long time). PlayCherry did not have any rule for playing from Thailand -
I played many times. My home country is not on the restricted country list.

2) They allowed me to transfer my account, login and play without any problems. Now they were just freerolling
with my money. If I had lost, they would have kept the money. Now when I won, they just returned my deposit.
Easy money for casino... If they have that kind of rule, they should notify players who login from restricted
country.

3) There is no difference for the casino, if I have played from my home country instead of Thailand.

Do you think it was fair to confiscate my winnings?

See Related Threads:

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• Euroslots Bonus Issue

 

[miso]

I transfered my PlayCherry account to EuroSlots two weeks ago. I deposited 100EUR, got 200EUR bonus. I played slots
for hours and won 1700EUR. Unfortunately, they will not pay me because I'm on holiday in Thailand and they have the
following rule in T&C:

"PLAYCHERRY does not accept Player registrations and / or deposits and / or play from the following countries:
American Samoa, Bonaire, France, French Guiana, French Polynesia, Guadeloupe, Guam, Martinique,
New Caledonia, Reunion, Saint Barthelemy, Saint Martin (French), Saint Pierre and Miquelon, East Timor,
United States of America, Wallis and Futuna, Italy, Spain, the Netherlands, Denmark, Israel, Belgium and Thailand."

I still don't feel that it's fair to use that rule for me:

1) That rule is on "4.1. Account registration" section. I did not read it because I did not need to register
(I have had PlayCherry accout for long time). PlayCherry did not have any rule for playing from Thailand -
I played many times. My home country is not on the restricted country list.

2) They allowed me to transfer my account, login and play without any problems. Now they were just freerolling
with my money. If I had lost, they would have kept the money. Now when I won, they just returned my deposit.
Easy money for casino... If they have that kind of rule, they should notify players who login from restricted
country.

3) There is no difference for the casino, if I have played from my home country instead of Thailand.

Do you think it was fair to confiscate my winnings?

Well, I don`t think it is easy money for the casino, since they returned your deposit.
I am sorry you didn`t get paid, but the terms are clear and you should have read them.
Don`t hold onto PlayCherry rules, you did not play there.
But one thing is true, they should not have let you play or deposit from a restricted territory.

 

[ilovejesus]

hi

Well, I don`t think it is easy money for the casino, since they returned your deposit.
I am sorry you didn`t get paid, but the terms are clear and you should have read them.
Don`t hold onto PlayCherry rules, you did not play there.
But one thing is true, they should not have let you play or deposit from a restricted territory.

i agree with you the terms are clear and you should have read them. i played there never took any bonus casinos ok

 

[EuroSlots]

The outcome of our investigation confirmed that the customer has knowingly breached our Terms & Conditions by both depositing/withdrawing through a Swedish VPN while in Thailand and by playing from Thailand.
Failed deposit attempts were made and correctly blocked by our security system, however, a VPN was then used to bypass our security systems.

We have clear guidelines in our Terms & Conditions that we do not accept player registrations and / or deposits and / or gameplay from Thailand, that includes customers accessing the site from a Thai IP.
Evidence has shown that customer has been using VPN to bypass our security systems to deposit and that game play was made from Thailand.
Having this said – if a VPN had not been used for the purpose of bypassing our security system, there would not have been a deposit nor gameplay in the first place.

When accounts were migrated from PlayCherry to EuroSlots,Terms & Conditions were presented to all customers. Customers could either choose to accept these Terms & Conditions or choose to opt out and not have their account migrated to EuroSlots.
By choosing to migrate their account customer/s have also agreed that they will adhere to the new Terms & Conditions.

Fredrik

 

[mrmark21]

That's good to know. I was on vacation in Thailand recently and played a few spins at the hotel before going to bed (different casino). Does that go for all online casinos that you can't play while inside that country?

 

[miso]

That's good to know. I was on vacation in Thailand recently and played a few spins at the hotel before going to bed (different casino). Does that go for all online casinos that you can't play while inside that country?

Not necessarily Mark, but Ive seen Thailand restricted at a lot of casinos, but as usual it says residents of. I would assume that while you are in a country, it doesn`t matter for how long, be it a holiday or 6 months. You are residing and thats it.
Check with your favourite casinos before going somewhere. I remember playing Bet365 on holidays and after few spins the support asked me
to proof my identity, to make sure no one has hacked my account from another country. I was actually quite impressed when it happened.

 

[clees42]

I would not play at a casino that would refuse my deposits while on a trip.

 

[palapaisti]

The outcome of our investigation confirmed that the customer has knowingly breached our Terms & Conditions by both depositing/withdrawing through a Swedish VPN while in Thailand and by playing from Thailand. Failed deposit attempts were made and correctly blocked by our security system, however, a VPN was then used to bypass our security systems.

Why do you think I have knowingly breached T&C? In that case, it would be very stupid not to use VPN all time time... I thought the problem was with my ISP so I tried to use VPN. The deposit page was just stuck, I did not get any information that I would not be allowed to deposit from Thailand.

We have clear guidelines in our Terms & Conditions that we do not accept player registrations and / or deposits and / or gameplay from Thailand, that includes customers accessing the site from a Thai IP.
Evidence has shown that customer has been using VPN to bypass our security systems to deposit and that game play was made from Thailand.
Having this said – if a VPN had not been used for the purpose of bypassing our security system, there would not have been a deposit nor gameplay in the first place.

This is all true, I have told all the time that I'm in Thailand. The only thing that you tried to block was the deposit (but I did not get any infomation about that). All the gameplay, logins and account transfer was done from Thai IP.

When accounts were migrated from PlayCherry to EuroSlots,Terms & Conditions were presented to all customers. Customers could either choose to accept these Terms & Conditions or choose to opt out and not have their account migrated to EuroSlots.
By choosing to migrate their account customer/s have also agreed that they will adhere to the new Terms & Conditions.
Fredrik

As an old Playcherry customer I don't feel fair that the rule was hidden in the "4.1. Account registration" section. This is the only casino I have seen that does not allow play from Thailand (many do not allow Thai residents). What's the difference for you if I have played from Finland instead of Thailand? Why you really need to be strict about this rule? Especially when your system let me login and play from Thai IP (and I did not get any warning when trying to deposit from Thai IP).

 

[palapaisti]

That was my second biggest slots win ever... first time in any slots I got 5 scatters on one spin. Hurts to lose that

The first time I noticed that rule was when I tried to make a withdrawal. I got some error message (maybe just "error" but a message anyway - when depositing I did not get any message...). That did not appear when I tried to use VPN and withdraw. After that I realized that withdrawal from Thai IP was blocked so I rechecked the T&C and found the rule. Anyway I thought it is better to tell them the truth that I'm on holiday in Thailand. I always thought PlayCherry as very reputable company, so I was pretty sure I would receive my winnings because they let me play anyway from Thai IP and it does not make any difference for them if I'm in Thailand or Finland.

 

[mn001]

So you could deposit and play with a thai ip? You didnt use VPN until withdrawal? If so I think you should be paid since they allowed a thai IP to deposit and play.

But they say you deposited through a VPN. If thats true you should not be paid.

Just my 2 cents

 

[palapaisti]

So you could deposit and play with a thai ip? You didnt use VPN until withdrawal? If so I think you should be paid since they allowed a thai IP to deposit and play.

But they say you deposited through a VPN. If thats true you should not be paid.

Just my 2 cents

Deposit was through a VPN too. When I was trying to deposit the page got stuck (I did not get any kind of error message). I thought the problem was with my ISP so I opened VPN. If I had got any kind of error message, I would have understood that EuroSlots tried to block my deposit (like I noticed when withdrawing). All logins to casino and play was from Thai IP, they did not block it.

Quite unlucky anyway to win that much on the only casino that have "no play from Thailand" rule....

 

[Sovietsky]

Best thing would be if they closed your account and contacted you.

 

[Mouche12]

Best thing would be if they closed your account and contacted you.

I agree, but apparently their security did not work that well. This is a sour story and I do feel for the OP. Why do players always seem to win (big) and subsequently face serious issues when it comes to withdrawing their winnings?

I know, I know, residents of Thailand are not allowed to register/play at this casino, but strictly speaking the OP is a resident of Finland and was on holiday in Thailand. He can prove this with his passport and utility bill, airline tickets etc. Do we need a legal definition of the word "resident"? The T&Cs do not take into account that legitimate players may want to gamble while on holiday in a country that is banned by the casino.

 

[LaHutti]

I'm sorry, but if you use means ... like seperate software, to hide where you are, you are fully aware of what you are doing.

If deposit page gets stuck, contact CS and ask them why, instead of trying to bypass it, and I'm sure they would have told you, that you couldn't play from Thailand. Had the deposit gone through in a "normal" manner, the situation would be different, but it didn't.
Using software to force a deposit through, tells me ....and apparently the casino, that you wanted to do excactly that.

So in my opinion, the casino is right this time...sorry to see you lose a nice win, but you asked for it imo.

 

[palapaisti]

I'm sorry, but if you use means ... like seperate software, to hide where you are, you are fully aware of what you are doing.

If deposit page gets stuck, contact CS and ask them why, instead of trying to bypass it, and I'm sure they would have told you, that you couldn't play from Thailand.
Using software to force a deposit through, tells me ....and apparently the casino, that you wanted to do excactly that.

So in my opinion, the casino is right this time...sorry to see you lose a nice win, but you asked for it imo.

In Thailand all web pages do not load with some ISPs. That's why I use VPN many times here. And I did not definitely try to hide where I am. Support is very clueless about those things. After I was not able to withdraw, I went to the chat and asked about it. They told to clear cookies etc. They did not see that I was in Thailand. Of course this was my fault too, but still they had many chances to not allow me to play (login, loading slots, transferring account). If they have had any message when I tried to deposit from Thai IP this have never happened.

 

[Nifty29]

I agree, but apparently their security did not work that well. This is a sour story and I do feel for the OP. Why do players always seem to win (big) and subsequently face serious issues when it comes to withdrawing their winnings?

I know, I know, residents of Thailand are not allowed to register/play at this casino, but strictly speaking the OP is a resident of Finland and was on holiday in Thailand. He can prove this with his passport and utility bill, airline tickets etc. Do we need a legal definition of the word "resident"? The T&Cs do not take into account that legitimate players may want to gamble while on holiday in a country that is banned by the casino.

If you read the rules again, it does not state only residents of Thailand.....it says "play" from Thailand as well.....so that means it doesn't matter if you're a Thai resident or a poo salesman from Mombasa. The play itself is banned.

 

[mrmark21]

You should always read the T&C and had you done that you wouldnt even be in this situation at the moment.

Each and every online casino has a set of rules. You may not have intentionally broken them but regardless you still did. The information was disclosed to you prior too making you're deposit.

I was on vacation a while back in Thailand. Had a few spins, didn't win much (luckily). However had I won but failed to read the T&C then that would have been my problem, the casino had explained that to me before I made a deposit...

Always read the T&C

P.s. Can't help feeling a bit like Mr Wonka from Charlie and the Chocolate Factory 'you broke the rules'

 

[Mouche12]

If you read the rules again, it does not state only residents of Thailand.....it says "play" from Thailand as well.....so that means it doesn't matter if you're a Thai resident or a poo salesman from Mombasa. The play itself is banned.

Point taken, if the T&Cs mention "play from [banned country] as well, then the casino is in its right to forfeit any winnings. At least the deposit was returned.

 

[palapaisti]

You should always read the T&C and had you done that you wouldnt even be in this situation at the moment.

Each and every online casino has a set of rules. You may not have intentionally broken them but regardless you still did. The information was disclosed to you prior too making you're deposit.

I was on vacation a while back in Thailand. Had a few spins, didn't win much (luckily). However had I won but failed to read the T&C then that would have been my problem, the casino had explained that to me before I made a deposit...

Always read the T&C

Yep, this was an expensive lesson to read T&C very carefully in the future. I just couldn't expect any casino have that kind of rule. The rule was put under "4.1. Account registration" and I did not need to register to their site...

Anyway, if casino has this kind of rule, it should then not let people to play from a restricted country - otherwise they are just freerolling with players' money. As mn001 told, it would be clear that they should pay if I had not used VPN. I guess the VPN is reason that they think I "knowingly breached their Terms & Conditions". But I had no idea that they tried to block the deposit, because I did not get any error message while trying to deposit from Thai IP. And I was all the time able to login and play from Thai IP. They can also check that I went to the chat to ask why I was not able to withdraw (I would have asked from chat about the deposit too if I had got any error message)

So according to T&C they can confiscate my winnings. That I already knew, I wanted to know if this was fair behavior from the casino. I still don't think it was fair to use that rule against me.

 

[Mouche12]

Perhaps the T&Cs should include a section on legitimate players (already registered) playing from other countries than their own (place of residence). You may want to consult a lawyer if you're willing to spend the money... just to make sure that there is no doubt whatsoever that the casino was in its right to confiscate your winnings.

 

[smcinoz]

Anyway, if casino has this kind of rule, it should then not let people to play from a restricted country

The outcome of our investigation confirmed that the customer has knowingly breached our Terms & Conditions by both depositing/withdrawing through a Swedish VPN while in Thailand and by playing from Thailand.
Failed deposit attempts were made and correctly blocked by our security system, however, a VPN was then used to bypass our security systems.

We have clear guidelines in our Terms & Conditions that we do not accept player registrations and / or deposits and / or gameplay from Thailand, that includes customers accessing the site from a Thai IP.
Evidence has shown that customer has been using VPN to bypass our security systems to deposit and that game play was made from Thailand.
Having this said – if a VPN had not been used for the purpose of bypassing our security system, there would not have been a deposit nor gameplay in the first place.

When accounts were migrated from PlayCherry to EuroSlots,Terms & Conditions were presented to all customers. Customers could either choose to accept these Terms & Conditions or choose to opt out and not have their account migrated to EuroSlots.
By choosing to migrate their account customer/s have also agreed that they will adhere to the new Terms & Conditions.

Fredrik

the casino has done what it can to restrict the play besides completely closing your account as soon as any minute access attempt was made from a restricted ip/country

 

[chuchu59]

The casino followed its own rules to the letter but we are talking about a regular customer here so maybe the casino ought to explain the reason for the rule. Is online gambling illegal in Thailand. I recall that Spearmaster(bless his soul) used to play online without problems. I could be wrong though.

 

[mrmark21]

The casino followed its own rules to the letter but we are talking about a regular customer here so maybe the casino ought to explain the reason for the rule. Is online gambling illegal in Thailand. I recall that Spearmaster(bless his soul) used to play online without problems. I could be wrong though.

I know that gambling is illegal in Thailand and I had some issues accessing some casinos with an error message coming up (can't exactly remember what) that would have been from Thailands side. Not the error message you get from a casino when they don't allow players from a particular country. So later drew the conclusion that online gambling must have been illegal as well.

 

[palapaisti]

the casino has done what it can to restrict the play besides completely closing your account as soon as any minute access attempt was made from a restricted ip/country

I don't think that's the only thing they can do. I had no clue that the deposit was blocked due to IP - not any error message so I thought the problems was with my ISP. How about giving some error message when trying to deposit, not allow to transfer my account, play or login from Thai IP?

 

[palapaisti]

Is it even legal to use that rule for me because it is located in "4.1. Account registration" and as an old PlayCherry customer I did not do the account registration process? I guess that's the only way I could win this if I complain to LGA. I'll wait couple of days if EuroSlots still answer something to this thread and make the decision after.

Their own security has worked very weakly, so I don't think fair casino should confiscate the winnings due to that rule (especially because there is no difference for them if I play from Finland or Thailand). Of course every player make their own conclusion if they want to play in this kind of casino that will use every chance to confiscate winnings...