EUSLOT Casino - El retiro del jugador ha sido cancelado.

Hello I received an email from the casino yesterday that there is still a bonus on my account. This bonus was 30 free spins on fa-fa twins from betsoft.

I played these and it turned out to be 23 euros.

I fulfilled the bonus requirement and it was also confirmed in the chat.

Then I made my withdrawal of 300 euros and a few minutes later I received an email from the casino stating that my withdrawal was canceled. The reason was OTHER.

Then I reported in the chat and they tell me it was a technical error that the money is on my account.

That is why I am turning to you because I feel that I have been treated unfairly.

Hallo ich habe gestern eine mail von dem casino erhalten das sich noch ein bonus auf meinem Konto befindet.Dieser Bonus waren 30 freispiele auf fa-fa twins von betsoft.

Diese habe ich gespielt und es sind 23 Euro daraus geworden .

Ich habe die bonusanforderung erfüllt und es wurde mir auch im chat bestätigt.

Dann habe ich auch meine Auszahlung von 300 Euro getätigt und ein paar Minuten später habe ich eine mail von dem casino erhalten wo drin stand das meine Auszahlung storniert wurde Grund war OTHER.

Daraufhin habe ich mich im chat gemeldet und die erzählen mir es wäre ein technischer fehler das das geld auf meinem konto ist.

Deswegen wende ich mich an Sie weil ich mich ungerecht behandelt fühle.

Dear Melanie,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated your winnings from No Deposit bonus? Could you please advise if your winnings have been cancelled completely, or capped? I have checked the general bonus terms and conditions, and this is what I found https://www.euslot.com/bonus-terms:

"The maximum value allowed to withdraw from play with funds associated with a sign up no deposit bonus or/and sign up free spins bonus is EUR 50 / USD 50 / CAD 75 / NOK 540 / PLN 220 / NZD 75 / ZAR 750/ JPY 6,000, not counting the deposit amount. The maximum win restriction persists after the completion of the wagering requirement. Remaining balance will be write-off in favor of the Casino."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Looking forward to hearing from you.

Best regards,

Petronela

Hello, the entire amount was canceled ... without any reason

Hallo es wurde der komplette Betrag storniert ...ohne jegliche Begründung

Dear Melanie,

Do I understand correctly that you have accumulated your winnings from No Deposit bonus?

I had the free spins without deposit and I implemented the required bonus turnover and that's when the 300 euros were created

Ich hatte die freispiele ohne Einzahlung und den erforderlichen bonus Umsatz habe ich umgesetzt und da sind die 300 Euro entstanden

Have you redeemed any free promotional offer previously in this casino?

No I did not.

I had paid in there before.

Nein hatte ich nicht.

Ich hatte da auch schon mal eingezahlt gehabt.

Thank you very much, Melanie, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Melanie,

I looked at your complaint and will do my best to help you. I would like to invite Euslot Casino into this conversation. Why did you cancel player's withdrawal request from no deposit bonus?

Dear Casino Guru and Melanie,

We would like to provide you with all information regarding this case.

Unfortunately, free spins that the player is writing about were issued mistakenly due to technical issues. After we found the problem we needed to confiscate the winnings from this bonus (free spins). We would like to draw your attention to the fact that this bonus did not require deposit so that player did not lose his funds. Only winnings from incorrect bonus were subtracted from the player’s balance. 

Rule "Disclaimer of Liabilities": If we mistakenly credit your Player Account with winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount will remain our property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

We hope for your understanding!

Sincerely,

EUslot Casino Team

That means that I will not get this profit paid out .. although I myself before I applied for the payout that this was supposedly a technical error I was only told when I asked the support why my profit was canceled

Das heisst jetzt das ich diesen Gewinn nicht ausgezahlt bekomme ..wobei ich ja selber bevor ich die Auszahlung beantragt habe das dies angeblich ein technischer Fehler war dies wurde mir erst gesagt als ich im Support nachgefragt hatte warum mir mein gewinn storniert wurde

Dear Casino,

as you describe situation we consider this as unfair. According our fair gambling codex, if you give a bonus to a player, you should let player play with bonus, win and withdraw possible winnings. Please, check our fair gambling codex, especially the part about bonuses: https://casino.guru/fair-gambling-codex-for-casinos#bonus-hunting.

Please, let us know if you are willing to pay player's winnings or not. If you won't pay player's winnings I'll be forced to close this complaint as unresolved which will have negative effect on your rating.

Hello, I wanted to inform you that eu slot has released my winnings for payment.

I thank you for your help ...

Hallo ich wollte sie darüber informieren das eu slot mir mein gewinn zur Auszahlung freigegeben hat .

Ich danke ihnen für ihre Mithilfe...

Dear Melanie,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru