Casino Euro - Non payment on casino win

Ruling

Resolved - Player accepted a bonus while playing in an Internet Cafe. Internet Cafes are considered a 'shared computer environment'. Given that almost every online casino - including Casino Euro - restricts the claiming of more than one bonus for shared computer environment, it's reasonable to assume, when considered alongside the casinos assertion that another account had been playing from the same IP, that this play was at least the second player to claim a bonus at this particular Internet Cafe.

My strong advice to all players would be to avoid playing anywhere that computers can be shared. This would include Internet Cafes, Hotels, Universities, local Libraries, any form of office/business location etc. In other words, only play at home or on your mobile phone.

If you are going on holiday and wish to play while away you should always contact the casino before you go and get their written assurance that it's okay for you to play from where you will be staying.

Player's Complaint

Hello, Id like to complain about Casino Euro and their decision to not pay me a casino win I had with them recently. The win was in excess of €18000, so as you can imagine I'm deeply aggravated.

My account was blocked when I tried to log so I went on LIVE chat to find out more and basically I was told after an investigation the casino have chosen to close my account. I decided to call the casino as I wanted to know exactly why and I was told by a member of staff that there was an IP conflict and also someone had been playing the same game as me, which baffled me. I was trying to find out on the phone the exact reason, is it a conflict of IP address? same game play or both? I explained I sometimes play in internet cafes so its out my control if someone was to play a casino also (online casinos are pretty popular these days) but for them to tell me someone had played the same game as me I find very very unbelievable considering the amount of games there are to play. I asked to speak to a manager but was told I could not, but feel free to email my concern.

I wrote in the email, I wanted to know the exact reason to why this decision had been made to close my account, in which I got a robotic reply saying;

"In our trading terms and conditions to which you agreed to, we do state that CasinoEuro do reserve the right to close any account without giving any notice at it's discretion or without reason."

No disrespect but this is ridiculous, as they could just void anyone who wins in the casino and just simply not have to give an answer...... I want to know why? A win in excess of €18000, I think I deserve to know and Im sure many others would agree.

I have asked the casino to provide detailed reports to send to me that the other mystery player played the same slot as I was told...surely they can at least do that as obviously they will not tell me the other players name...i played a slot called santa surprise and I was told on the phone the person played the same slot, I found that hard to believe as they have an array of different slots, but I am no nearer to an explanation of what I have done wrong as I am not being told the finer details of wrongdoing?

Again the term about closing an account without reason is ludicrous, If someone is playing on my account or hacking into my account I have a right to know!!!! I just need to know the facts as I am sure the police will need to know these when I give a statement.

[EDIT]

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