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EuropaPlay - forfeited all the balance, after giving out wrong info via costumer support

Ruling

Found for the Casino - While the player has provide evidence of Europa Live Chat giving out incorrect information about the maximum allowed bet when playing with a bonus. However, the correct information is clearly available within the terms and conditions.

Clearly this operator needs to be retrained, however a mistake by a live chat representative cannot be allowed to over-rule the written terms and conditions. If that were to be accepted, we would end up with players trying to lead support operatives into making errors which were to their benefit.

It should be noted that Europa casino continued their disappointing position of refusing to discuss complaints and as such no response was received from them.

Read our Europa Casino Review.

Player's Complaint

Casino: Europaplay

Username: [EDIT]

EMail: [EDIT]

Dear thepogg,

I wanted to reach out to you because I encountered some issues with Europaplay Casino which I feel they made a mistake, costing me thousands!

I signed up recently and claimed a bonus on my first deposit. I asked the support for rules and all this stuff before I claimed it, because it sometimes can be tricky and I wanted to be sure I made no mistakes.

As I was playing happily on a friday night, I won quite big (more than 3000€). Later on this night I withdrew exactly 3000€ and left some more on the balance to play later on.

Days went by and I still could play until tuesday. As I logged in on thursday my balance was reduced to exactly 100€ and my withdrawal got declined too!

So first I didn't get what was going on and asked the support, which told me I requested a cashout before wagering the bonus. I had completed the wagering, I had collected 792 comp points, which equals 7128€. This is more than the wagering requirements of the 20 times the deposit and bonus amount, which equalled only 6000€.

I told them, that this is incorrect. I was really stressed, so I called the support on the phone, they then told me claimed I broke the rules of betting more than 15€ per round.

This is also incorrect, since I asked the support in livechat and he confirmed me clearly, that I can bet as much as I want and play as I want with this bonus. I took screenshots of the chat in case there were any problems so I have proof of what I'm saying here.

I am really stressed about this and don't know what to do now. They didn't even tell me via email or something, they just took everything away without any notice and I have to deal with it somehow.. I think somebody there made a mistake so I am hoping anybody can help me with this problem :(

Read the casino review

7 Responses

User icon
ThePOGG
February 11, 2016

Hi Fruity123,

Before I go any further I need you to submit the chat transcripts/screen shots to [email protected]

I will say in advance that as a standard we wouldn't view a mistake made by a support agent to over-rule terms and conditions clearly displayed in the promotion associated material on site, but I'll be happy to review and give you feedback.

Thanks,

ThePOGG

User icon
ThePOGG
February 17, 2016

Hi Fruity123,

I do need you to forward on the information requested above before I can move forward with this issue.

Thanks,

ThePOGG

User icon
Fruity123
February 18, 2016

Hello, Thank you for your quick response and for taking the time to review this case. I am really sorry, apprarently I made a mistake, because I sent it via mail on farbuary 11th - it must have gone lost. I upload the image here, since I dont know how to attach files in here. hxxp://i.imgur.com/6KJCX3Z.png It is in german, but I am more than happy to translate it for you. I only have this piece of the conversion. I was asking other questions about the bonus, because I found it on the internet and wasnt sure if just get money for free. Translation starts here Mark Support: Thats all Mark Support: As soon as you finish the wagering of the bonus, you are allowed to withdraw your deposit and additional winnings Me: Am I allowed to bet all my balance at once? Me: for example, if I deposit 20€ and get additional 40€ as a bonus Me: Am I allowed to bet 60€ then? Me: ??? Mark Support: Yes Mark Support: You can play however you want Thanks a lot in advance, really appreciate your time and effort you put into this. Kind regards, Artur Felk

User icon
ThePOGG
February 22, 2016

Hi Fruity123,

Obviously you've been given incorrect information by support here, but that doesn't over-ride your responsibility to read the terms and conditions associated with any bonus you take. I can say that almost all online casino bonuses today carry a maximum bet restriction. I can also say that this rule has been in place for years at this particular operator as we made this post when it was included - http://thepogg.com/forum/showthread.php?1394-Europa-Winner&p=2661&viewfull=1#post2661

Was this bad customer service? Absolutely and this particular operative should unquestionably be re-trained, but you still need to make sure YOU read the rules, otherwise what we end up with is players intentionally going on to live chat in the hopes that the operator will say something that they can claim invalidates the rules of the promotion.

I'll contact Europa and see if there's some compromise they're willing to reach in this instance, but I'd be very surprised if that happened.

ThePOGG

User icon
Fruity123
March 2, 2016

Thanks a lot for the effort you guys put in so far - really appreciate it!

Are there any updates regarding a compromise?

Kind regards

User icon
ThePOGG
March 2, 2016

Hi Fruity123,

I'm afraid to say we've received no response from Europa casino at this time.

I've chased this up just now.

Thanks,

ThePOGG

User icon
ThePOGG
March 16, 2016

Hi Fruity123,

Unfortunately Europa casino have responded and informed us that they will not discuss any complaints with us. As such there's nothing further we can do.

All I can suggest is that in future you ensure to read the terms and conditions and rely on the written terms rather casino support. Just about every casino will have a maximum allowed bet when playing with a bonus and if you're ever unsure you're welcome to pop on to our forums and ask.

ThePOGG

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Fruity123 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

February 11, 2016

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