UNRESOLVED - Enzo Casino

Hello, my name is Matthias.
I am writing this to get support about an issue i had with Enzo Casino, when I tried to get a withdrawal they emailed me denying my withdrawal stating I had violated their bonus terms. When I inquired further it turned out I had been given an extra bonus automatically upon using Neteller. I deposited a reload bonus 100% for 150$. They added 22,50$ extra into my account i was not aware of and was not informed about. As they stated in the reload bonus, that a max bet of 30% of that bonus can be wagered max. I had placed maximum 9$ bets on the site, and did the wagering requirements.
What happened is that by them adding an extra bonus without informing me they state I have broken their terms to try and wiggle their way out of a payout. This seems incredibly scam like to me and at least it is clearly a way of misleading customers, as they have stated that the 30% max wagering was now applied to the extra added bonus of the Neteller upon withdrawal.
After I tried connecting to their live chat and asked for an answer why they work like this, they told me to come back tomorrow to talk to the account manager. I did so, and today when I returned to the appointment they told me he was not present and could not talk to me, so I should send an email to support instead.
Also I have tried to take print screens of my deposits, and game history, when i tried to do so, they started logging me out of my account instantly so I can no longer access it.
When I asked in live chat support why they did this, They refused to give an explanation.
I have all chat messages recorded, and took print screens of their terms on site.
I am so disappointed by the way things are going down and I woud really appreciate help to settle the matter so I can get paid my winnings.
Regards, Matthias

Hi matthias1288,

Sorry to hear that. Please PM me your casino username and we're going to forward it along with your complaint to the casino rep. 

Matthias1288, and TY very much for the support.

Your username has been forwarded to the casino rep. We're expecting an update. 

Just a quick update. We've forwarded your username and message to the casino and they are looking into your it. We'll keep you posted.

Dear Matthias, Our Internal Review Group is investigating the issues you raised. They will be in touch with you shortly. In the meanwhile we thank you for your patience. Sincerely Yours, Enzo Casino Management

Dear Matthias,
As you know, we have contacted you personally.
We have also submitted the relevant information to the LCB moderators.
We hope for a successful conclusion to this issue.

Sincerely Yours, Enzo Casino Management

The Internal Review Group has been looking into your matter in light of your feedback. You can expect a letter very shortly. In the meanwhile we hope you have a great day. Sincerely, Enzo Casino.

This internal review is taking a bit long....

We're still waiting for the update. Haven't heard anything yet. 

Dear Matthias
We investigated you case very carefully.
One of the things that we tried to do was to set the record straight. You can leave aside the 15% bonus (22.50.) Technically you had a onetime violation of that bonus when you bet 15 euro at 17:52 on 25 Dec. But we were not looking at that. Before you made your 150 euro deposit at 13:02, you had received a 10 euro free bonus. You had a phone call in which you were told about it and you got an e-mail telling you to reference the General bonus T&Cs. Our records show that you signed in right after you talked on the phone. At very much the same time the e-mail was sent which would have caused an alert. You had about 9 minutes in your account prior to making your deposit. The bonus was shown to you in your balance window. There was time enough for you to consult the bonus T&Cs.
When you deposited on top of that 10 euro bonus you were still bound by the T&Cs for that bonus. You were not allowed to bet 3 or more euro in one spin. You ignored that bonus and began to play as if it wasn’t there, betting 5 euro on each spin. It is quite obvious that you did not put together the picture and perhaps this is not your fault. But it is equally clear at least to me that the casino did not act maliciously towards you and did not just decide on a whim to confiscate your winnings.
Sincerely,
Enzo Casino

You want to say that it is the players fault because you added no deposit bonus on his account? Maybe he didn't want the no deposit bonus that your support gave him.How can he even claim 2 bonuses at the same time?In your general bonus t&c there is one big nothing.

@ Snowbowl we hope someone from their team will get back to us. We let them know that some questions remained unanswered. We are doing our best to get this case as well as the previous one resolved. 

Out if curiosity isn't Enzo casino in the same Dodgy group that owns and operates Euromoon, Cosmik casino & Casino Blu? 

If so then you might as well count this money as lost as this group probably have the worst record online for screwing players out of their winnings with unfair terms and conditions specifically regarding bobuses

They are not part of this group. They belong to Wizpatners.

Hi Cnichas,

Enzo Casino operation is run by a separate team and is not associated to the rogue group, the only link we have founds is that Enzo uses the same licensing company and content supplier which is called Game Tech group. We have made sure to check all Enzo's games and they are all licensed and legit. We will also try our best to protect our members and make sure players are treated fairly and paid, If they dont then we will add a warning.