EU Casino warning

I signed up to EU casino through lcb.org and claimed the exclusive LCB500B blackjack bonus. My currency was in GBP, I deposited £1000 and so I was granted a £500 bonus.

I wagered the required amount and after some swings ended up on about £1500 after the playthrough. I cashed out £1000.

Later I went back to play some more, did more wagering and finished on about £500. I then went to cash this out but then received an email:

(start message)
Dear (user),

I am writing to you regarding your withdrawal request.

During our routine account investigations we have detected a play pattern considered irregular gaming for bonus play-through requirement purposes.
The following is stated in our Terms and Conditions:

“E.g. play patterns such as the playing for deliberate minimum risk, playing of equal, zero margin bets or hedge betting, placing single bets using your entire or the majority of your account balance and bonus, shall all be considered irregular gaming for bonus play-through requirement purposes.”

As per our Terms and Conditions we have the right to withhold any cashouts and confiscate all winnings and bonuses should we find practices such as above have been used.

Accordingly your withdrawal request will be canceled and bonus funds of amount 500 GBP removed from your Real Balance.

Please be advised that this is the final decision and no further correspondence will be entered.

Regards,
(rep)
Operations Department
(end message)

I am very surprised, disappointed and annoyed by this decision.
I was genuinely gambling with my own money. Let's examine the individual accusations:

(1) Deliberate minimal risk: I was betting between £25 and £100 a time on average (potentially more with doubling/splitting). Therefore a real chance of losing a good chunk of my funds, in addition to the bonus over the wagering requirement. (They would not have complained had this happened of course  >:( )

(2) Equal, zero margin bets or hedge betting: Not possible in blackjack to my knowledge.

(3) Placing single bets using your entire or the majority of your account balance and bonus: No, the maximum bet I placed was £200 (I cannot get at my game history because they have locked my account, but it would not have been more than this).

In addition, I wagered well above the playthrough requirement and after my first cashout, went back to play more, including other games - not just blackjack.

I thought this was a trustworthy casino and I registered through this site as I thought its associates and affiliates could be trusted.

I really hope LCB can help me resolve this, otherwise I would strongly advise people to stay away from this operation.

I also had this issue with them.  I posted here:  https://lcb.org/onlinecasinobonusforum/casinos/eu-casino-slowpaying-me-please-help

I haven't been paid yet at all.

Looking into these complaints...

Dear Ivan,

Thank you for your reply

After further investigations on your account we have found a breach of our Bonus Terms and Conditions

As a final decision by the management the bonus will be voided and removed from your account.

Please be advised that this is the final decision and is therefore not negotiable.

Regards,
Elizabeth
Operations Department
www.eucasino.com

-----------------------

Admin - I suggest you make note that they do NOT pay blackjack bonuses.

I contacted management of this casino regarding the treatment of both your accounts and they would not budge and would not give me any real information stating privacy policy... and they asked that you both contact them directly. Due to these 2 incidents we have removed the exclusive blackjack bonus.

Thank you Admin. I appreciate you tried your hardest for us but this outcome is highly disappointing. It shows that EUCasino basically make their own rules and are a law unto themselves.

I will be sending a formal complaint to http://www.ciga.an/ and see how they respond. I may also contact SkillOnNet to see how they view being associated with an outfit acting in what I can only describe as a roguish manner.

Any other advice would be appreciated. Casinos should not be allowed to get away with this sort of behaviour.

That's disgusting!

try casinomister

An update: CasinoMeister did not get a response from this casino and they are now in the Warning section there pending entry to the Rogue section.

EUCasino saying that they are licensed in the EU means absolutely nothing for the customer because unlike Gibraltor, Alderney or even Malta regulated casinos, there is no independent arbitration service for the customer to appeal, so the casino can do pretty much what they like.

I notice the casino have now appeared back in full prominence on LCB bonus section. This is quite disappointing as LCB are in effect sanctioning their rogue behaviour.

Aside from the ethical issues, it seems rather self-defeating from a business point of view for an affiliate to patronise rogue outfits.

Until things change, I will not be trying out any more casinos listed on LCB as I know I will have no protection whatsoever.

Hi ChasetheAce,

It looks like this casino should have a "warning sign" for the blackjack games as the same thing that happened to you happened to another member on the forum.  Link is here which you may have already seen.

There are no other threads about this casino.  Both this thread and the other thread mentioned above are about blackjack.

You may wish to post a brief note about this casino in the Casinos to avoid which has been put together by Dirk.

It is in all our members interests to "not be ripped off" and the more info we have about a casino, the better informed we all are to make a decision as to whether to deposit or not.

Thank you for all the information you have provided - we are very grateful.  Sorry there seems to be nothing that can be done to assist you bearing in mind LCB Admin already tried.

As far as the LCB exclusive is concerned - that is a matter for Admin to deal with.

blue

Hi everyone,

We have in fact been in contact with CasinoMeister and as a result our status on CasinoMeister was changed from Warning to Under Review and we will be removed from the list in the near future.We have thousands of players enjoying our casino games and with the exception of these 2 player issues which arose back in September we have had no other complaints. Furthermore, in these instances the players were given every opportunity to communicate their issues to our customer support  for resolution. We are legally prohibited from giving out any player account details to third parties but any player who breaches our T&Cs is always informed of the terms they have breached. In this specific case, not only was the player informed of the terms he breached but he later acknowledged this breach.

Player satisfaction is a top priority for us and we are striving to achieve this by offering a fantastic gaming experience and customer support (i.e. through the quick and fair resolution of all player queries/issues).  We believe that these are two features that must be a part of every established and successful casino.

We consider this issue resolved and will not be responding to any more posts on this matter. ChasetheAce can always contact our customer support regarding any other queries he may have.

Thank you EGO for taking the time and effort to come to the forum and respond.  It truly is appreciated.

blue

Firstly I am glad we now have at least had some communication here from the EUCasino rep. However, the facts don't match up to what is stated.

Chace, may I ask what your starting balance was?

To get through bonuses I often play blackjack, take my winnings and play on bonus round slots, then back to blackjack, then back to bonus round slots.....in order to eat through bonus requirements.  So far, I have not had this notice.

In view of the lack of response from EUCasino/EGO to the allegations I have made in this thread together with the ongoing no-pay, I will be posting a warning in the "Casinos to Avoid" section of this forum.

I will remove the warning if the casino honour their side of the agreement and pay the balance due to me in full.

hope you get paid

i will be avoiding this casino in the future if they don't resolve this

EU Casino did pay me my winnings and my balance EXCEPT the $500 in bonus money , which I rolled over legitimately in their casino.