I describe my frustration to see if it doesn't happen to anyone again.

I deposit 100 Euros and they give me a bonus of 150 Euros. I play live casino and not slot machines.

I see that I can't use the bonus and ask to be canceled and they don't do it because I have already started playing.

I have very high requirements to simply be able to withdraw my money. After several days playing I get to meet the requirements and ask for the refund.

After 1 week waiting they tell me that I have placed bets for more than 30% of my deposit and that they cancel all my winnings.

It is true that I made 50 and 100 euros stakes when I had a bank of 1000, but I do not think that a bet of less than 15% of my bank can be considered as a risk bet which is what they say I have done.

So my experience in this casino has been frustrating. and although I can't claim because the bonus conditions are clear, I feel scammed and robbed by this casino. And I will never play there again.

The only way to alleviate my frustration for this theft is to report it in forums like this and I will continue to do so.

Greetings

describo mi frustracion para ver si no le vuelve a pasar a nadie.

Ingreso 100 Euros y me dan un bono de 150 Euros.  Yo juego al casino en vivo y no a las maquinas de slots. 

Veo que no puedo utilizar el bono y pido que me lo anulen y no lo hacen porque ya he empezado a jugar. 

tengo unos requerimientos muy altos para simplemente poder retirar mi dinero. Despues de varios dias jugando llego a cumplir los requisitos y pido el reintegro. 

Tras 1 semana esperando me dicen que he realizado apuestas por mas del 30% de mi deposito y que me anulan todas mis ganancias.

Es cierto que hice apuetas de 50 y 100 euros cuando tenia una banca de 1000, pero no creo que una apuesta de menos del 15% de mi banca se pueda considerar como apuesta de riesgo que es lo que dicen que he hecho.

Asi que mi experiencia en este casino ha sido frustrante. y aunque no puedo reclamar porque las condiciones del bono estan claras, me siento estafado y robado por este casino. Y no volvere a jugar ahi nunca. 

La unica forma de aliviar mi frustracion por este robo, es denunciarlo en foros como este y lo seguire haciendo.

un saludo

Hello Alvaro.

Thank you very much that you submitted a complaint through our website. I am deeply sorry that you feel that casino is unfair to you. Unfortunately, rules which limit bet size are standard practice in casino industry. Usually casinos limit the bet size to 5€ when playing with bonus money, but sometimes also as some percentage of the deposit.

We hope that in the future maximum bet rule will be technologically enforced by all casinos, but that’s I hope near future. I am very sorry, but from how you describe the situation I think that we can’t help you.

The conditions of the bonds are usually unfair, I do not plan to accept any more in my life. In fact, I didn't want it and they didn't let me cancel it. I didn't use it, and in the end they stole all the money I had earned. It seems to me an armed robbery.

Las condiciones de los bonos suelen ser injustas, yo no pienso aceptar ninguno mas en mi vida. De hecho este no lo queria y no me dejaron cancelarlo. No lo use, y al final me robaron todo el dinero que habia ganado. Me parece un robo a mano armada. 

Hello Alvaro.

I am deeply sorry that you had such a bad experience in this casino. I would like to ask: Do you have some screenshot or chat transcript where you are asking casino to remove the bonus? I will contact them and try to convince them to pay you. Any evidence from your side would be more than helpful.

We would like to ask the Enzo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

They do not usually respond, they have a somewhat unfortunate customer service. We will wait to see.

No suelen responder, tienen un servicio de atencion al cliente algo lamentable. Esperaremos a ver.

I am extending the timer by another seven days. Casino representative promised me that he looks on the case. I am very sorry for the delays.

I  am sorry Alvaro I am afraid we are forced to close the complaint now. They promised me that they investigate the case, but I see no response here or over Skype.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Thanks for the help.

Gracias por la ayuda. 

I thought the casino had asked to reopen this issue to answer ...

Creia que el casino habia pedido reabrir este tema para responder...

Hello Alvaro.

Yes, they asked me through Skype to reopen the complaint. They are working on your complaint, but these days before Christmas everybody is very busy, so it is very time-consuming. I am very sorry about that but I hope they will answer soon.

If so, the same would be good to give them more time. The truth is that I was very disappointed with the attitude of the casino but asking them to open the case gave me some hope.

Si es asi, lo mismo sería bueno darles algo más de plazo. La verdad es que estaba muy defraudado con la actitud del casino pero al pedir ellos que se abriera el caso me dio algo de esperanza. 

I completely understand you Alvaro and hope that we would be able to help you.

We would like to ask the Enzo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Alvaro, 

Enzo Casino is verifying your complaints together with Casino Guru and we will get back to you with a reply on the e-mail soon. 

We are terribly sorry you are experiencing this on our casino and we will talk to you in private regarding these problems. 

Best Regards,

Enzo Casino's Team 

Thanks for answering. When I receive the answer, I will share it with Casino Guru so they can publish it and know how all this has been in the end. I think that it is fair.

Cheers

Gracias por responder. Cuando reciba la respuesta, la compartiré con Casino Gurú para que la publiquen y se sepa como ha quedado todo esto al final. creo que es lo justo. 
 

saludos

To show my willingness to reach a solution I have made another deposit at Enzo casino. I hope everything is fixed. Merry Christmas.

Para mostrar mi  buena disposición a llegar a una solución he realizado otro depósito en Enzo casino. Espero que todo se arregle. Feliz Navidad.

Dear Casino Guru

On the 25th of December 2019, we have posted our response to this complaint, however, we see that it was not published nor any comment received. 

Kind regards

Enzo Casino

On December 25 it was published that you would contact me by email in private. Today, no one from Enzo has contacted me. My email with which I have the Enzo account is [email protected] I hope you contact me as soon as possible.

Cheers

Alvaro

El 25 de diciembre se publicó que me contactariais por email en privado. A día de hoy nadie de Enzo ha contactado conmigo. Mi email con el que tengo la cuenta de Enzo es [email protected] Espero que contacten conmigo lo antes posible.

saludos

alvaro 

Dear Enzo Casino.

As I told you on Skype. Could you please reply one more time to the player. We investigate the issue you mentioned to me, but we didn't find any problem. You can answer here. Or in case you still can't respond here, write to the player directly.

I still have not received any email my Enzo call

Yo todavía no he recibido ningun email mi llamada de Enzo

Hi,

I have received a response from the casino where they tell me that since I made bets of more than 33% of my income, my winnings are withdrawn and I am not entitled to anything.

In summary:

• 100 Euros deposit
• They give me a bonus of 150 Euros that I cannot use because it is not valid in live casino.
• I ask that the bonus be canceled and they say no.
• I earn 1000 Euros
• my earnings are confiscated because they apply to me the terms and conditions of a bond that I have not used.

They can close the case. I am very grateful for the support that the Guru casino page has given me. It is very useful for those who feel cheated by pages of doubtful reputation. Reputation that is earned by hand with cases like mine and many others.

I learn the lesson and I will not play again in Enzo and most likely in any other online casino. I play to have fun and not to have this kind of unpleasant experiences.

Greetings

Alvaro

Hola,

He recibido respuesta del casino donde me dicen que como hice apuestas de mas del 33% de mi ingreso, me retiran mis ganancias y no tengo derecho a nada.

En resumen:

• ingreso 100 Euros
• Me dan un bono de 150 Euros que no puedo utilizar porque no vale en casino en vivo.
• Pido que me cancelen el bono y me dicen que no.
• Gano 1000 Euros
• me confiscan las ganancias por que me aplican terminos y condiciones de un bono que no he utilizado.

Pueden cerrar el caso. Agradezco mucho el apoyo que me ha dado la pagina casino Guru. Es muy util para los que nos sentimos estafados por paginas de dudosa reputación. Reputacion que se ganan a pulso con casos como el mio y  muchos otros.  

yo por mi parte aprendo la leccion y no volvere a jugar en Enzo y muy probablemente en ningun otro casino online. Yo juego para divertirme y no para tener este tipo de desagradables experiencias.

Un saludo

Alvaro

The casino sent us this reply by email:

Dear Alvaro

We have investigated your concerns and here is the result.

We can confirm that the source of your disputed earnings is as follows:

• deposit number 1129000 of € 100
• deposit bonus 1129001 of € 150

On October 18, 2019 at 10:19:26 AM (casino time) you made a deposit of € 100 and received an automatic deposit bonus of € 150 and started your game. After more than an hour of playing in the casino, he entered the Live Chat and requested the elimination of the bonus. The operator had informed him that his request was verified by a manager, however it was denied. The bonus cannot be eliminated since you had started playing and made numerous bets.

In addition, the agent informed him that he cannot make any bet equal to or greater than 30% of his deposit at stake and that he read the terms and conditions.

The casino terms and conditions clearly state that:

The Casino reserves the right to withhold any withdrawal or confiscate all winnings and bonuses for irregular play. "Irregular play" may include, but is not limited to:

• Make individual bets equal to or greater than 30% of the value of the lowest bonus credited to the player's account, before the Total Bet Requirement for that balance has been met.
• Make individual bets equal to or greater than 30% of the most current deposit in force, if it is less than the bonus. This maximum bet limit applies to all players even if no bonus is received, or if the Total Bet Requirement has already been met.

https://www.enzocasino.com/bonus-terms-conditions/?isPopup=true&lang=en#

His game was audited, and shows that he made 64 bets over the limit ranging from € 30 to € 100 in the Baccarat, Blackjack and Dream Catcher games. These bets were made after Live Chat casino support explicitly informed you that you are not allowed to place bets equal to or greater than 30% of your deposit.

This is the reason why your earnings were canceled.
Please note that we cannot pay your winnings since you have breached the casino's terms and conditions.
If you disagree with the casino's decision, you can contact our regulatory authority.
For any questions, feel free to reply to this email.
Best regards

Enzo Casino

__________________________________________________

Dear Alvaro

We have investigated your concerns and here is the outcome.

We can confirm that the source of your contested winnings are as follows:

• deposit ID 1129000 of € 100
• deposit bonus ID 1129001 of € 150

On 18 October 2019 at 10:19:26 AM (casino time) you made a deposit of € 100 and you received an automatic deposit bonus of € 150 and you commenced your gameplay. After more than an hour of playing at the casino, you came to the Live Chat and requested for the bonus to be removed. The operator had informed you that your request was verified by a Manager, however, it was denied. The bonus cannot be removed as you have started to play and made numerous bets.

Further, the agent informed you that you cannot make any bets equal or over the 30% of your deposit in play and to read the terms and conditions.

The terms and conditions of the casino clearly state that:

1. The Casino reserves the right to withhold any withdrawals and / or confiscate all winnings and bonuses for irregular play. "Irregular play" may include, but is not limited to:

• Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met
• Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared.

https://www.enzocasino.com/bonus-terms-conditions/?lang=en

Your gameplay was audited, and it shows that you made 64 bets over the limit ranging from € 30 to € 100 on the games of Baccarat, Blackjack, and Dream Catcher. These bets were made after the Live Chat casino support had explicitly informed you that you are not allowed to make bets equal or over 30% of your deposit.

This is the reason why your winnings were voided.

Please be advised that we cannot recommend paying your winnings as you have broken the terms and conditions of the casino.

If you do not agree with the casino decision, you can contact our regulating authority.

For any questions, please feel free to reply to this email.

Kind regards

Enzo Casino

Ticket Details

Ticket ID: SAU-860-72366
Department: Enzo Casino Support

From this email is it clear that Alvaro breached the T & Cs of the bonus. We are very sorry Alvaro, but the Enzo casino had the right to confiscate your winnings. If you ever decide to play in some casino, I strongly recommend reading our educational materials about how bonuses work.

The casino sent us this reply by email:

Estimado Alvaro

Hemos investigado sus inquietudes y aquí está el resultado.

Podemos confirmar que la fuente de sus ganancias en disputa es la siguiente:

•       deposito numero  1129000 de €100
•         bono de deposito 1129001 de €150

El 18 de octubre de 2019 a las 10:19:26 AM (hora del casino) usted hizo un depósito de € 100 y recibió un bono de depósito automático de € 150 y comenzó su juego. Después de más de una hora de jugar en el casino, ingresó al Chat en vivo y solicitó la eliminación del bono. El operador le había informado que su solicitud fue verificada por un gerente, sin embargo fue denegada. El bono no se puede eliminar ya que usted habia comenzado a jugar y habia realizado numerosas apuestas.

Además, el agente le informó que no puede hacer ninguna apuesta igual o superior al 30% de su depósito en juego y que lea los términos y condiciones.

Los términos y condiciones del casino establecen claramente que:

El Casino se reserva el derecho de retener cualquier retiro o confiscar todas las ganancias y bonificaciones por juego irregular. ?Juego irregular? puede incluir, pero no se limita a:

• Hacer apuestas individuales iguales o mayores a 30% del valor de la menor bonificación acreditada a la cuenta del jugador, antes de que se haya cumplido el Requisito Total de Apuesta para ese balance.
• Hacer apuestas individuales iguales o mayores a 30% del depósito más reciente en vigencia, si es menor que la bonificación. Este límite de apuesta máxima aplica para todos los jugadores aunque no se reciba bonificación, o si ya se ha cumplido con el Requisito Total de Apuesta.

https://www.enzocasino.com/bonus-terms-conditions/?isPopup=true&lang=es#  

Su juego fue auditado, y muestra que hizo 64 apuestas por encima del límite que van desde € 30 a € 100 en los juegos de Baccarat, Blackjack y Dream Catcher. Estas apuestas se realizaron después de que el soporte del casino Live Chat le informara explícitamente que no se le permite hacer apuestas iguales o superiores al 30% de su depósito.

Esta es la razón por la cual sus ganancias fueron anuladas.
Tenga en cuenta que no podemos pagarle  sus ganancias ya que ha incumplido los términos y condiciones del casino.
Si no está de acuerdo con la decisión del casino, puede comunicarse con nuestra autoridad reguladora.
Para cualquier pregunta, no dude en responder a este correo electrónico.
Saludos cordiales

Enzo Casino

__________________________________________________

Dear Alvaro

We have investigated your concerns and here is the outcome.

We can confirm that the source of your contested winnings are as follows:

• deposit ID 1129000 of €100
• deposit bonus ID 1129001 of €150

On 18 October 2019 at 10:19:26 AM (casino time) you made a deposit of €100 and you received an automatic deposit bonus of €150 and you commenced your gameplay.  After more than an hour of playing at the casino, you came to the Live Chat and requested for the bonus to be removed. The operator had informed you that your request was verified by a Manager, however, it was denied.  The bonus cannot be removed as you have started to play and made numerous bets.

Further, the agent informed you that you cannot make any bets equal or over the 30% of your deposit in play and to read the terms and conditions.

The terms and conditions of the casino clearly state that:

1. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play. "Irregular play" may include, but is not limited to:

• Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met
• Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared.

https://www.enzocasino.com/bonus-terms-conditions/?lang=en

Your gameplay was audited, and it shows that you made 64 bets over the limit ranging from €30 to €100 on the games of Baccarat, Blackjack, and Dream Catcher. These bets were made after the Live Chat casino support had explicitly informed you that you are not allowed to make bets equal or over 30% of your deposit.

This is the reason why your winnings were voided.

Please be advised that we cannot recommend paying your winnings as you have broken the terms and conditions of the casino.

If you do not agree with the casino decision, you can contact our regulating authority.

For any questions, please feel free to reply to this email.

Kind regards

Enzo Casino

Ticket Details

Ticket ID: SAU-860-72366
Department: Enzo Casino Support

From this email is it clear that Alvaro breached the T&Cs of the bonus. We are very sorry Alvaro ,but the Enzo casino had the right to confiscate your winnings. If you ever decide to play in some casino, I strongly recommend reading our educational materials about how bonuses work.