Euromoon Casino - Os ganhos do jogador foram cancelados.

Dear Oliver,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.euromooncasino.com/general-terms-conditions/?lang=en:

"Betting rules

9.1.2. Irregular play

The Casino has the prerogative to refuse any withdrawal request, which includes the right to remove all bonuses or winnings in the case of Irregular Play. The following are deemed irregular play:

9.1.2.1. Real Money (deposit) Betting Rules:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and your last deposit was €30?

Thank you in advance for your reply.

Best regards,

Petronela

Yes I can confirm that

Ja das kann ich bestätigen

Thank you very much, Oliver, for your confirmation. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks a lot

Danke vielmol

Hello Oliver!

From now on, I will take care of your complaint. Firstly, I would like to point out, that we consider rules like this: "9.1.2.1. Real Money (deposit) Betting Rules:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit." to be unfair and predatory.

Secondly, I would like to invite Euromoon Casino's representatives into this discussion in order to help us with finding a solution.

They are very happy to tell me about the bonus and have now also refused the payment of my deposited 30 euros.

Sehr gerne die erzählen mir was von bonus und haben die Auszahlung meiner eingezahlten 30 Euro jetzt auch abgelehnt .

Thank you for getting in touch with us.

Firstly, in respect of the Terms and Conditions of the Casino, we must inform you that they are available to all players when creating an account and come into force the moment the player clicked accept when the account was created. This is an agreement and turns into a fully functioning, legally binding contract upon creation of the account.

We understand that Oliver has made a complaint regarding the decision made by the Casino and his voided winnings. Please be advised that Oliver's winnings were voided due to irregular play.

The Casino also expects all potential players to read all the terms and conditions. Oliver's winnings were voided for breaking the 30% Rule.

https://www.euromooncasino.com/general-terms-conditions/?lang=en

"

9. Betting rules

9.1. Winnings and Betting Rules

9.1.1. A player must bet while taking into consideration the rules of the game he is on.

9.1.2. Irregular play

The Casino has the prerogative to refuse any withdrawal request, which includes the right to remove all bonuses or winnings in the case of Irregular Play. The following are deemed irregular play:

9.1.2.1. Real Money (deposit) Betting Rules:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

"

In Oliver's case, the deposit in play is a deposit of 30 Euro.

Therefore, according to the Terms and Conditions of the Casino, Oliver is unable to bet more than or equal to 9 Euros.

According to his game-play, he has made more than 100 over-bets ranging from €10 to €450 on the game  Blackjack Surrender -  this is the reason why the winnings were voided.

We understand Oliver's frustration, but, since he broke Terms and Conditions, therefore, his winnings have been voided.

The finance team has already refunded Oliver's non-lost deposit of 30 EUR according to the terms and we confirm the deposit was refunded successfully.

I won the slot with the 30 euros, the money won until then has been legitimately won! So at least this is to be reimbursed to me

Ich habe mit den 30 Euro am slot gewonnen das bis dahin gewonnene Geld ist ja wohl rechtmäßig gewonnen ! Also ist mir mindestens dieses zu erstatten

And I just hope that enough people follow or have followed just not to win with you because it’s ass up front anyway ,,, I regularly won the slot so continued playing like I would have done in the casino and would be home with all the winnings but since you look to cheat you left the people as it suits you, really sad for a casino

Und ich hoffe nur das das genügend Leute verfolgen bzw verfolgt haben um bloß nicht bei euch zu gewinnen weil ist eh vorn arsch,,, habe regulär am slot gewonnen damit weiter gespielt wie ichs im Casino auch gemacht hätte und wäre mir dem ganzen Gewinn nach Hause gegangen da ihr allerdings auf Betrug ausseit links ihr die Leute wie es euch paßt echt traurig für ein Casino

Dear Euromoon Casino's representatives,

I would like to remind you once again, that we consider aforementioned rules as unfair and predatory.

We strongly believe, that the players should be able to make bets of any size, when they are using their own funds. Unless maximum bets like this are not enforced by the software, i.e. the players are literally not able to make larger bets than 30% of their deposits.

Please, could you reevaluate your decision? Otherwise it will leave us with no other choice than closing this complaint as 'unresolved'.

Since we haven’t received any response from the casino regarding any reevaluation of this case, we are forced to close this complaint as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.