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EUSlots - Defunded my Winnings


Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our EUSlots Casino Review.

Player's Complaint

Dear The Pogg,

I am writing this complaint after defunded my winnings. I had made my second deposit on the casino. 10 euro I deposited with a bonus code. When I was playing it suddenly did go very well and I made a nice winning. I decided to withdrawal the most (around 580 euros). The next day I played along with the other 70 euros that I had left on my account. Now I was winning BIG TIME. I was so happy and decided to cash it out. I left 90 euros on my account. After a few days I didnt receive my Withdrawal. I had to proof my ID and other vertifycations. All good so it would take 24 ours they said.

After 2 days I opened my mail and Sall that all my winnings where defunded. Every thing I had won was gone. So I asked in the chat how is this possible. I violated the bonus terms and conditions when I placed a higher bet then 1 euro. And there was nothing they can do but take all my money away. I was stunned, surprised, upset and dissapointed. I had no Idee that was possible and no idea that I wasnplaying with bonus money. And I asked myself why can I make a higher bet anyway if That would mean that I would shoot my own feet off by making a higher bet. I think this is very misleading en unfair to defund my fairly made winnings. The only anwser i recieve when I contact them is that They can’t do anything. I really didn’t know and I though that I was playing with real money and not bonus money. It really feel like i have been stolen. I really really hope you can help me.

I think this is misleading and unfair for players. I hope I can get my money back or a reasonable solution.

I looking forward to your expertise and reaction on this matter. Thanks a lot!

Read the casino review

3 Responses

User icon
July 27, 2020

Hi hopefullyfair - welcome to!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to help you in this instance. Where you accept a bonus you are bound by the bonus terms and conditions until such time and the relevant conditions have been met. If you have exceeded the maximum allowed bet term while you had a bonus in your account the operator are within their rights to consider the bonus contract void and reset both parties to pre-bonus conditions. All we could suggest is that in future you ensure that you read the terms and conditions associated with any bonus

Sorry we cannot be of more help.


User icon
July 28, 2020

Dear The Pogg,

First off all, my special thanks to your quick response and I think you guys do very good work. Hereby my appreciation!

I understand that I was under the bonus terms when i played with bonus money. But when you play with real money or real(bonus) money you can’t see. Specially when you are in a game, you can’t see the difference. I think this is unfair. I also think that it is unfair to play with real money and they give te oppertunity to bet higher then the rules are. This is in my opinion not very friendly to players. I like to suggest that you can’t play higher (max bet per spin) with bonus money then the rules apply. Or at least give you a warning.

I am curious what your vieuw on this is.

I’m looking forward to your response.

Kind regards

User icon
July 28, 2020

Hi HopefullyFair,

Whether you were playing with real money of bonus funds is irrelevant. The bonus restrictions apply from the point where the bonus is added to your account until the point where you have completed the bonus requirement.

No regulator currently requires operators to enforce max betting terms automatically as operators do not have access to the individual game codes in this manner. This would have to be done at the software provider level.



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HopefullyFair 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:

  • EU Slots
  • Malta Gaming Authority
  • N1 Interactive Ltd

July 27, 2020

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