Hello, you won 15000 in the euromoon casino. Since you can only pay 5000 mntl I have done that. Was rejected and the remaining amount was deleted from the account. It said I used a code several times a day. Which is not true. Each code goes once a day because I've won at partnerhouses casinos often and played with bonus. The code is automatically assigned by the system only once a day per code from the bonus market so that would not even work. Please help me because I know the rules and have played 100% correct and the code MARKET6 only 1x used. Thank you for help

Guten Tag hab im euromoon casino 15000 gewonnen. Da man nur 5000 mntl auszahlen kann hab ich das getan. Wurde abgelehnt und der restliche Betrag vom Konto gel?scht. Es hie? ich hab einen Code mehrmals t?glich benutzt. Was nicht stimmt. Jeder code geht 1x t?glich denn ich hab bei ihten partner casinos schon ?fters gewonnen und mit bonus gespielt. Der Code wird vom System automatisch vergeben nur 1x t?glich pro code vom bonus Markt also würde das nicht mal funktionieren. Bitte helfen sie mir denn ich kenn die Regeln und hab zu 100% richtig gespielt und den Code MARKET6 nur 1x benutzt. Bitte um Hilfe danke 

Dear Jasmin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your forfeit winnings. Please, allow me to ask you a few questions so I can understand what the problem might be caused by. Is there anyone else in your family / friends who could use your casino account? Did you try to communicate this issue with the casino, and if yes, could you forward all relevant communication to me? My email address is [email protected]. I will then contact the casino and ask them to provide us with evidence that would justify your cancelled bonus winnings. I believe I will be able to help you with this case as soon as possible. 

Best regards,

Petronela

Good day. No, nobody else has an account in this casino and it was also told to me in the chat that it was canceled because I paid more with bonus codes that day. Whats right because every code is usable once a day because the system would never credit a bonus when it expired. This is done automatically. And I know that they made a mistake because I've played and won many times in their partner casinos. I even won before the bonus was attacked but anyway it does not matter because I have met all sales conditions. I did not do anything wrong at 100%. Many thanks for the help. Ubd please your correct email address then I send them screenshots.

Guten Tag. Nein es hat sonst keiner ein Konto in diesem casino und es wurde mir im Chat auch gesagt dass es deswegen storniert wurde da ich an diesem Tag ?fter mit bonus Codes einbezahlt habe. Was auch stimmt denn jeder code ist 1x t?glich nutzbar denn das System würde auch niemals einen Bonus gutschreiben wenn er abgelaufen ist. Das wird automatisch gemacht. Und ich weiss dass die sich da einen Fehler erlaubt haben da ich in ihren partner casinos auch schon oft gespielt und gewonnen habe. Ich hab sogar gewonnen bevor der bonus angegriffen wurde was aber eh egal ist da ich alles umsatzbedingungen erfüllt habe. Ich hab zu 100% nichts falsch gemacht. Vielen Dank für die Hilfe. Ubd bitte ihre korrekte email Adresse dann schick ich ihnen Screenshots. 

Dear Jasmin,

Thank you very much for your quick reply. I contacted the casino regarding your cancelled winnings from bonus play. If you wish to forward any communication or documents, here is my email address: [email protected]. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Euromoon Casino, thank you in advance for your reply. 

Best regards,

Petronela

Many thanks for the help. I hope you reach something. Kind regards

Vielen Dank für die Hilfe. Ich hoffe sie erreichen was. Liebe grüsse 

Hello, you were already able to achieve something.? Chatted on Thursday with a support staff member who told me that it would take a maximum of 48 hours before I received an answer. So an answer should come today. But I strongly doubt it

Guten Tag, konnten Sie schon was erreichen.?hab am Donnerstag mit einem Support Mitarbeiter gechattet und die sagte mir dass es maximal noch 48 Stunden dauert bis ich Antwort erhalte. Somit müsste heute eine Antwort kommen. Was ich aber stark bezweifle.danke 

Dear Jasmin,

Unfortunately, we didn’t receive any reply from the casino yet. Since they have one more day to response, I will leave the complaint opened, and then tomorrow, I’ll extend the timer. I have sent another email to the casino, as a reminder, that there is a complaint which requires their attention. I’m still hopeful, that this case will be resolved to your satisfaction.

Good day. I really hope that you achieve something. Unfortunately I only read bad things about this casino and that they never answer. Thank you

Guten Tag. Ich hoffe sehr dass Sie was erreichen. Hab leider nur schlechtes über dieses casino gelesen und dass sie auch nie antworten. Danke 

Dear Casino Guru and customer

Thank you for bringing this matter to our attention.

We will investigate your concerns and update you accordingly.

Regards

Euromoon Casino

Thank you, Euromoon Casino for your response. We are waiting for your update intently. 

Thank you for responding to euromoon casino. I did nothing wrong. I didn't break any rules. Thanks dear greetings.

Vielen Dank dass Sie geantwortet haben euromoon casino. Ich habe nichts falsch gemacht. Habe gegen keine Regeln versto?en. Danke liebe grüsse. 

Good day. Thank you very much for your help. Could now agree with the casino and please delete my complaint so that it is no longer visible. Thank you very much again.

Guten Tag. Vielen lieben Dank für Ihre Hilfe. Konnte mich nun mit dem casino einigen und bitte l?schen Sie meine Beschwerde damit es nicht mehr sichtbar ist. Danke Ihnen nochmals vielmals. 

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.