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