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CasinoEuro: Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

Topic created on 29th Oct. 2019 | Page: 1 of 3 | Answers: 20 | Views: 6,627
Dposseeee

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

29th Oct. 2019, at 09:51 am CET#1
0 Likes

Nobody has liked this post so far

Fraud at CasinoEuro, no payout of first prize at Pragmatic special promotion.

Played at CasinoEuro on 10/03/2019.
During my game I participated in a promotion:

VIP trip to NewYork the participation in the game was confirmed.

The bet amount was 0,75 Euro. The game Provider is Pragmatic.

The casino was CasinoEuro.

The game was: John Hunter an the Scarab Queen

During the game an instant win in the amount of 500 Euros appeared. Unfortunately, this amount was never paid out.

After consultation with the casino support, a payout is now refused. They claim I did not win this prize. As proof of the win I have made a screenshot, furthermore the game rules and the action are also available as a screenshot.

Below is my chat history with the support.


The support claims that I did not win the prize and does not pay it out.


Customer Service
28/10/2019 10:19
Hello Maros,

My name is Daniel and I am the responsible department manager of the German customer service here at CasinoEuro.


I have just looked at your latest correspondence with our department, which is also the reason why I contacted you.


I have personally dealt with your request once again, but unfortunately I can only tell you the same thing as my colleague Nina did before

We have forwarded your request to the responsible provider, who has confirmed that you were not the winner of the first prize. No information was found that would prove the opposite.

We apologize for the inconvenience and ask for your understanding.

Should you nevertheless have further questions in the meantime, I am of course still at your disposal. I wish you a pleasant ta g.


Best regards,
Daniel
CasinoEuro.
Customer Service
25/10/2019 16:16
Hello


thank you for your inquiry.

We have forwarded your request to our responsible department for review and will get back to you as soon as we have received feedback from them.

If you have any further questions or if we can help you with any other issue, please do not hesitate to contact us at any time.

We thank you for your patience in the meantime and wish you a good day.

Best regards,
Nina
CasinoEuro.
Customer
25/10/2019 16:10
Hello CasinoEuro Team,

Too bad that you dismiss me in this way.

The fact is that the win appeared and that you do not want to pay it, the reason only you know.

Sad is also that you do not even try. With me to find a reasonable solution and make me a goodwill offer, which shows how unseriös your casino is and that you will have no chance to exist in Germany.

In a normal case, there should be interest to keep its customers.

I will also communicate this via my social media channels.

Sincerely




--
This message was sent from my Android cell phone with WEB.DE mail.
On 10/19/19, 13:35, "support-de@casinoeuro.com " <[email=support-de@casinoeuro.com]support-de@casinoeuro.com > wrote:

customer service
19/10/2019 13:35
Hello,

we are contacting you on behalf of our responsible department.

This department has checked your request with the provider, who has informed us that there is no information in their system that you have won the prize. This is the first prize of the offer, which went to another customer. For this reason, we cannot credit you anything retroactively.

We apologize for the inconvenience and delay.

If you have any other questions or need assistance, please feel free to contact us at any time. Until then, we wish you a great day.

Best regards,
Nina
CasinoEuro.
Customer Service
16/10/2019 16:40
Hello,

thank you for your feedback.

We would like to take this opportunity to apologize first and foremost for the circumstances. We can assure you that your concern is taken very seriously and is currently still being thoroughly reviewed.

In this context, we would like to inform you that your concern has been forwarded again and a reminder has been sent to the relevant department in order to arrange for prompt processing, as we have unfortunately not yet received any feedback in this regard.

We therefore ask you for a little more patience and hope to have your request resolved to your satisfaction soon.

Thank you very much for your understanding.

If you have any other questions or need help, please do not hesitate to contact us. Until then, we wish you a nice day.

xml-ph-0039@deepl.internal Best regards,
Alex
CasinoEuro.
Customer
15/10/2019 12:15
Dear CasinoEuro Team,

Unfortunately, I have to date, still no feedback received. This is extremely unserious. I will now forward the facts to the regulatory authority and publish the case on Askgamblers and other forums.

Furthermore, I will file a complaint and publish it on Twitch, youtube and Instagram. At the moment I am considering the possibility of filing a fraud report.

Set you hereby a deadline until 25.10.2019.
If we do not find a solution by then.

I will take the necessary steps.

Sincerely

--
This message was sent from my Android cell phone using WEB.DE Mail.
On 10/12/19, 11:25, "[email=support-de@casinoeuro.com]support-de@casinoeuro.com" <[email=support-de@casinoeuro.com]support-de@casinoeuro.com> wrote:

Customer service
12/10/2019 11:25
Hello,

thank you very much for your request.

We would like to inform you that your request has been forwarded to the relevant department for review. As soon as we have received a feedback you will hear from us again via email. Thank you very much for your patience in the meantime.

If you have any further questions, please do not hesitate to contact us.

We wish you a nice day.
Best regards,
Lynn
CasinoEuro.
Customer
12/10/2019 11:15
I would like to add that I played on 10/03/2019 instead of 10/01/2019
--
This message was sent from my Android cell phone with WEB.DE mail.
On 10/12/19, 10:45, "[email=support-de@casinoeuro.com]support-de@casinoeuro.com" <[email=support-de@casinoeuro.com]support-de@casinoeuro.com> wrote:

Automatic feedback
12/10/2019 10:45
Hello,

thank you very much for contacting us.

We would like to inform you that we have received your email and it has the reference number 191012-xxxxxxx.

If you would like to provide us with further information regarding your request, or if you have any questions, please reply directly to this message. Thus, all further information regarding this request will be summarized and stored in one email.

We will contact you again as soon as possible.

Best regards
CasinoEuro Customer Service

Customer
12/10/2019 10:45
Dear CasinoEuro Team,

i played at CasinoEuro on 01.10.2019 and took part in the following promotion:


Your VIP Trip to NEW YORK
XXXXXXXXXXXXX2019

The 5000 Euro Cash Tournament
30.09.2019-06.10.2019

The game played was:

John Hunter and the tomb of the Scarab Queen on 0.75 euros

Participation in the promotion was confirmed by me in advance before my game.

During the game an instant win appeared on the page.

Attached you will find a screenshot.

The amount of the instant win displayed was 500.00 Euros.

Unfortunately, this amount has not been credited to my account to date.

Have already spoken 2 times with the Live Chat, there they told me that they would take care of it.

Unfortunately, have not yet received any feedback

Can you please check why the win, after the end of the action has not been paid to me.

Sincerely

Maros

Edit by Caro: Last name removed [/email] [/email] [/email][/email]

This post has been translated automatically

Cole666
Top Member

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

29th Oct. 2019, at 09:56 am CET#2
1 Like

Liked this post: Avatar von Dposseeee Dposseeee
Are we allowed to see the screenshot too?

This post has been translated automatically

v****2

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

29th Oct. 2019, at 10:17 am CET#3
1 Like

Liked this post: Avatar von Dposseeee Dposseeee
yes the screenshot is much more interesting

This post has been translated automatically

Caro
Expert

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

29th Oct. 2019, at 10:23 am CET#4
1 Like

Liked this post: Avatar von Dposseeee Dposseeee
Hello Dposseeee & welcome to the forum,

I sent you a private message in Communicator.

Starter

This post has been translated automatically

Dposseeee

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

30th Oct. 2019, at 12:08 pm CET#5
0 Likes

Nobody has liked this post so far
https://www.instagram.com/p/B31jgpKA6da/?igshid=1771emu8vzao9

Here you can see the screenshot

This post has been translated automatically

Dposseeee

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

30th Oct. 2019, at 12:30 pm CET#6
0 Likes

Nobody has liked this post so far
Cole666 wrote on 10/29/2019 09:56: Are we allowed to see the screenshot too?

Check out the link

This post has been translated automatically

Dposseeee

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

30th Oct. 2019, at 12:31 pm CET#7
0 Likes

Nobody has liked this post so far
vomvom12 wrote on 10/29/2019 at 10:17 am: yes the screenshot is much more interesting

Check out this link, there is the screenshot

https://www.instagram.com/p/B31jgpKA6da/?igshid=1771emu8vzao9

This post has been translated automatically

Eckbert
Amateur

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

30th Oct. 2019, at 01:53 pm CET#8
0 Likes

Nobody has liked this post so far
Dposseeee wrote on 10/30/2019 at 12:31 PM
Check this link, there is the screenshot

https://www.instagram.com/p/B31jgpKA6da/?igshid=1771emu8vzao9

Looks very clear and unambiguous. Wriss not what they now still want to talk around the bush. 500 Euro are a grain of sand for the.... . Let's see what the Gaier now come up with.

This post has been translated automatically

v****2

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

31st Oct. 2019, at 05:01 am CET#9
0 Likes

Nobody has liked this post so far

Dposseeee wrote on 10/30/2019 at 12:31 PM
Check this link, there is the screenshot

https://www.instagram.com/p/B31jgpKA6da/?igshid=1771emu8vzao9

thanks...well looks pretty convincing

what i don't understand is this statement from CasinoEuro :

We have forwarded your request to the responsible Provider, who has
confirmed that you were not the winner of the first prize. There
has not found any information that would prove otherwise
would prove the opposite.

and what about your screenshots do they not prove the opposite ?
so at least they prove that there is a technical error happened
you have received a winning notification. and in my opinion
you should be compensated for this in some way.
since they are apparently not willing to do so i would definitely file a
complaint to the mga. if there will be something for you at the end
i don't think so, but I wouldn't accept it just like that either
i would not either.
i think

This post has been translated automatically

Caro
Expert

Fraud CasinoEuro does not pay out 500.00 euros from Pragmatic promotion.

31st Oct. 2019, at 11:30 am CET#10
1 Like

Liked this post: v****2
I am already in contact with the Casino Manager of CasinoEuro and have also forwarded the screenshot of Dposseeee

Now let's wait and see what CasinoEuro has to say about it. I will keep you guys up to date.

This post has been translated automatically

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