Label Me Confused: How Enzo Casino Denied Winnings Quoting Ambiguous Terms

Enzo Casino support thread has been a place of a heated discussion in the last few months. One of our members had a major bonus win canceled by the management of the site. Feeling cheated, and certain he had all the rights to this prize, the player related the problem to us, asking for help in what he considers an unjustified confiscation of funds. After carefully considering all the facts, we have to agree that this is just another classic case of predatory T&C. In other words - the bonus rules are extremely ambiguous and what is stated is open to interpretation. It is unacceptable for any written agreement resulting in confusion which inevitably leads to players getting the short end of the stick. Unfortunately, the casino had their view of the story, and would not budge despite having been clearly shown that they are wrong.

A Tangled Mess

The argument was three pages long, both the player and the casino representative had their say many times over. Around the beginning of February, the player deposited a total of €200 and used a first deposit bonus of 150%. On top of that, he also received an additional 15% in bonus funds due to an E-wallet promotional deal, amounting to €330 in bonus money. Eventually, he ended up with a total win of €14.320 which he attempted to withdraw. Quite a sum, but apparently a little too much for the site to handle, so they simply decided to withheld the money on account of T&C breach. As the rep explained, the complainant was betting more than 30% of the bonus amount per round, which is against the rules.

But, the player made only €25 bets - with a total bonus of €330, the maximum allowed wager should be much higher than what he was betting? How, then, did he manage to break the rule? Well, the casino argued it's not the first deposit offer, which was the problem; it exceeded the max bet calculated on the e-wallet 15% boost. Apparently, these were two separate bonuses. Hence the bet limit is to be observed for each.

Put this way; the explanation seems legitimate enough. Other than being overly confusing, if that's what the T&C say, there's no point arguing. Except that they do NOT state this anywhere. On the contrary, players have no proper means to understand what is expected of them while a bonus is active. To show you why, we have summed up the issue below:

• Both the first deposit and the banking method bonuses show under a single balance. It means funds are joined and there is no way to differentiate between the two or determine which one is being used or wagered first.
• Due to unclear terms, the e-wallet offer may be interpreted both as an addition to the overall bonus balance and a separate bonus altogether. It depends on who's reading, and needless to say, this fact alone undermines the whole point of having a contractual agreement.
• The general terms and conditions say the max bet cannot exceed 30% of the DEPOSIT amount. The bonus terms, however, contradict this claim by stating it is actually 30% of the BONUS value. The question here is how do we know which rule applies and when? According to the general one, the complainant did nothing wrong and should receive his winnings.

Game Tech Group N.V Connection

Enzo claims to operate under Game Tech Group N.V and uses the license and software supplied by this group. This is the same group that supplies rogue Affpower casinos known for pirated games, unpaid winnings and poor customer support. The site has denied any connection to Affpower; however, we can't be certain whether they are speaking the truth or not. Granted they never featured fake games themselves. We'd like to point out that Enzo is spamming one of our emails with various offers, even though we have never registered at the site. We suspect they got the address using Affpower database, which is another indication of a possible link between the companies.

Based on the facts we have laid out in this report, we consider Enzo Casino dishonest and unfair to customers. The terms and conditions are so complicated as if to cause confusion and create mistakes intentionally. That is what they seem to be doing and we will not recommend this site to anyone.

We advise you to read the complaint thread yourselves - it will be highly beneficial to see what kind of predatory rules are being used by gaming sites to commit fraud in a seemingly legal way. If our member Slotkampioen777 couldn't get a satisfying result, at least we can use this unfortunate situation to warn others.

Update May 10, 2017 : 

The complainant reported they reached an arrangement with this casino, without mentioning any details and only stating that Enzo has been " very helpful and cooperating in this manner ", which in fact they have been anything but as no complaint should take more than 3 months to get resolved.

From their public post we really do not know what sort ( or if any actually ) agreement was reached and if indeed the complainant got paid or not.
There was no official statement from Enzo, either in regards to this complaint or other serious issues and problems we pointed out to them in this article and via our one sided corespondence. 

We can only suspect what actually went down here, and that the complainant probably had to settle in order to get at least something paid. It is obvious that this casino outfit is not acting in good faith and is not transparent.

Given all these issues, we still do not recommend this casino and the warnnig stays active.