Europa777 Casino - A retirada do jogador foi confiscada.

Hello, on 03/19/2025 I made a request to withdraw $400.

But on 03/21/2025 I received a message from the casino that my withdrawal was cancelled and the winnings were annulled.

Because I allegedly "used bonus funds on restricted jackpot games to artificially increase the game bank to withdraw winnings more easily"

But as far as I know - I didn't play "restricted jackpot games", as far as I remember I didn't play jackpot games at all, and I couldn't play prohibited games either, because when playing with bonus funds you can't enter a prohibited game, because an error appears, where it says something like: you can't play this game with bonus funds.

I tried to contact them about this issue because I don't agree with them, but after the message from 03/21/2025 - no one has responded to me yet.

By the way, my account is verified.

Здравствуйте, 19.03.2025 сделал запрос на вывод средств 400$.

Но 21.03.2025 я получил от казино сообщение о том, что мой вывод отменен и выигрыши аннулированы.

Потому что я якобы "использовал bonus funds on restricted jackpot games to artificially increase the game bank to withdraw winnings more easily"

Но насколько я знаю - я не играл в "restricted jackpot games", насколько я помню я вообще не играл в джекпот игры, да и в запрещенные игры я тоже играть не мог, потому что при игре с бонусными средствами нельзя войти в запрещенную игру, потому что появляется ошибка, где написано что-то вроде: в эту игру нельзя играть с бонусными средствами.

Я пытался связаться с ними по этому вопросу, потому что не согласен с ними, но после сообщения от 21.03.2025 - мне так никто до сих пор не ответил.

Если что, то мой аккаунт верифицирован.

Hello Laaavo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Europa777 Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Would it be possible to forward your full betting history to nikolas.b@casino.guru for further review?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

• My account is verified, I don't remember when, but a long time ago
• I couldn't find a way to download my betting history.
• The last time - it was 03/21/2025 - a message from them saying that they were canceling my withdrawal, but I can't call it a full-fledged communication, because they did not respond to my response message.

• Моя учетная запись верифицирована, не помню когда, но очень давно
• Я не нашел способа выгрузить историю ставок
• В последний раз - это было 21.03.2025 - сообщение от них в котором говорилось, что они аннулируют мой вывод средств, но я не могу назвать это полноценным общением, потому что на мое ответное сообщение они не ответили.

Thank you Laaavo for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Laaavo,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Europa777 Casino to join the conversation.

Dear Europa777 Casino,

Can you please provide more information on which games the player has played with an active bonus and what unfair advantage that could have brought them? Please forward me the player's full game log, including the bonus history so that I can establish the course of events at michal.k@casino.guru

Thank you in advance.

Dear Laaavo,

I have been provided with your gameplay activity and you indeed played a game "Cash Elevator" from Pragmatic Play.

As can be seen in the casino bonus terms and conditions, this game is listed among the excluded games from the bonus promotion offer:

I have contacted the casino team for clarification regarding your access to this game. Theoretically, it should not be accessible while an active bonus is in use. However, it currently appears that the casino team has acted in accordance with their established guidelines.

It seems so - I actually played this game.

It's a shame that I didn't look at the rules and trusted that it doesn't let me play prohibited games (because an error appears that the game is not available with an active bonus).

Похоже - это действительно так, я играл в эту игру.

Обидно, что не посмотрел правила и доверился тому, что в запрещенные игры меня не пускает играть.(потому что появляется ошибка, что игра недоступна с активным бонусом).

Dear Laaavo,

Thank you for your response. I understand that my previous message may not have met your expectations; however, it is difficult to dispute the fact that you have played a restricted game. If your betting activity in this game was minimal and did not result in any winnings, we may be able to negotiate a solution with the casino. However, given that you have placed over 900 bets in Cash Elevator, with over 130 of them winning, our options are unfortunately close to zero. Although we support the implementation of automatic restrictions on bonus play by the system, it remains the player's duty to understand and adhere to the bonus regulations. Even the most reliable systems in the top casinos can occasionally have imperfections. We cannot fault the casino team for acting in accordance with their established rules.

Although I'm still waiting for the response from the casino on how or why you were able to access the Cash Elevator game when you had an active bonus, I'm afraid it will not significantly change the situation at hand.

Can I consider this case to have been sufficiently explained, or do you still believe the casino team has not treated you fairly?

That was pretty comprehensive.

So yes, I understand everything.

Это было достаточно исчерпывающе

Так что да, я всё понял.

Dear Laaavo,

Thank you for your confirmation. I fully understand that my previous response was not what you had hoped for, but as I mentioned, we cannot fault the casino team for acting in accordance with their established rules, especially when these align with industry standards. While I am still awaiting a clear explanation from the casino team regarding your access to the Cash Elevator game—given that they typically enforce restrictions on certain games when a bonus is active—they previously suggested that it was likely a system glitch. As I mentioned, even the most reliable systems in the top casinos can occasionally have imperfections.

This being said, as you have confirmed that this situation has been sufficiently explained, I will now proceed to close this case.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru