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- Found for the Player - On review of the promo material there's nothing to suggest that this was anything other than €10 NDB in the adverts or the t&cs.
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Ruling
Found for the Player - Having reviewed the promotional material provided, there's nothing to suggest that this bonus was anything other than €10 NDB in either the adverts or the terms and conditions.
As the operator were non-responsive to this issue they didn't offer any counter argument to defend their decision.
Read our EuroMoon Casino Review.
Player's Complaint
Hello. I had a controversial situation in the casino Euromoon. It is a sister casino Osiris. I hope very much for your help.
Bonus was successfully wagered. Sent the necessary documents and make a deposit of 50 euros (according to the bonus terms and conditions). Was ordered to withdraw the sum of 150 euros (100 maximum output for the bonus + deposit).
However, I received a letter following content:
Dear [EDIT],
In accordance with our Terms and Conditions regarding improper games, we denied your request for withdrawal and to cancel all winnings earned by you.
These Terms and Conditions are available on our website.
Your last deposit was introduced to your balance.
Upon request details, I received the following:
Hi [EDIT]
I added the part in conditions that are relevant to your business.
You have received a bonus of 4 euros for registration, and an additional 6 euros after checking e-mail, before you have finished your game at 4.
your highest rate was 2.5 euros, which is more than 30% of 4 euros (1.2)
Euromoon Casino reserves the right to delay the cash withdrawals and / or confiscate all winnings and bonuses to players who abuse the rules of games. 'Abuse of the game' may include, in particular:
Placing single bets equal to or bolshix 30% of the bonus credited to the player account, in order to fulfill the wagering requirements for this bonus.
Using twice the value of the subsequent tender.
Accommodation equivalent rates, premium rates to zero or safety net, can not be considered abuse of the game - they will be considered solely for the game Po rates meet the requirements for obtaining bonuses.
As you can see, the total bonus of 10 euros. On the page promotions specified the sum of 10 euros, even the bonus code 10EM include ten. Logically - 30% - is 3 euros. My maximum bet - 2.5 euros. Accordingly, the rules are not violated. The bonus has been received in full, and then I started to play.
Casino tricky, considering 30% of the 4 EUR. I believe they are wrong. Chat with customer support has not brought results.
Please help me return confiscated winnings. If you need some more information - I am ready to provide it.
Casino Site: www.euromooncasino.com
My login to the casino Euromoon: [EDIT]
My e-mail address: [EDIT]
Thank you in advance for your help.
6 Responses
Hi drobat - welcome to ThePOGG.com!
Can you provide me the url of the specific promotion you claimed?
Thanks,
ThePOGG
Hi. The bonus was received by the following promotions: hxxp://www.casinofreebieblog.com/euromoon-review-10-freebie/
It is clearly specified that this is one bonus of 10 euros for one code and not two different bonus.
Hi Drobat,
Just to keep you informed I have followed up on this issue several times now but not received a response.
If no response is forthcoming by this time next week I'll ask you to submit a complaint to EuroMoons regulator in Curacao. Unfortunately EuroMoons operates under a different license to the older properties in this group (who are licensed in Malta) and I'd be surprised if you receive a response from Curacao but it's the last option to try.
Thanks,
ThePOGG
Hi drobat,
I've received no communication from EuroMoon casino regarding this issue.
I've reviewed all the promotional material for this promotion and the terms and conditions and can say that based on the information I have available to me it's clear that you're right. The bonus was advertised as a €10. Nothing in the terms contradicts this and if the casino system is implementing this in a technically different manner that's their issue not yours.
All I can suggest now is that you submit a complaint to EuroMoon's regulatory authority here - hxxps://validator.curacao-egaming.com/3241268d-563f-406c-a59a-8a09ef049889
Once you've done that if you could let me know I'd appreciate it.
Thanks,
ThePOGG
Euromoon Registration Codes
Hi drobat,
Have you submitted your complaint to Curacao?
Thanks,
ThePOGG
Hi drobat,
If I've not heard from you by Friday the 18th of September I'm going to assume you're no longer interested in pursuing this issue.
Thanks,
ThePOGG
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