RESOLVED - Golden Euro payment delay/refused without reason

I deposited on Euro Golden casino about one year ago, and i didn t lost the money i deposited but i played many times on their tournaments and i won a lot of times but i never cashed out. I tried to cashout one time 15 euro but i waited 2 weeks without any answer so i used the money. One month ago i contacted the customer service so he told me that he can offer me a free bonus and i accepted but i lost it. After that a few days ago i won 2.40€ on a tournament a freeroll i played on their slots and i made 13.06€ so i request a withdraw and i saw that the withdraw takes 4 weeks :D but today i received this email :

Dear kais,

Thanks for choosing Golden Euro; here a single spin could make your life’s dream a reality.

We’ve received your €13.06 NETeller withdrawal request; however, your transaction was cancelled and winnings voided.

Your Golden Euro account balance is €2.40 (Tournament winnings)

The following non-deposit bonuses ‘GEBDAY1610/€30.00/WITCH16’ were redeemed prior to your recent withdrawal request.

As per our terms and conditions Section 9 - 9.20

‘You cannot redeem multiple free bonuses/free spins offer consecutively: When you use two or more free bonuses without making a real money deposit in between, we reserve the right to void any bonuses and winnings.’

You can view the content of the Golden Euro Casino Terms and Conditions by clicking here. 

We’re happy to answer any question surrounding this matter.

Please contact us should you require assistance.

Regards

Sandy
Golden Euro Payments

Toll Free: +800-22-34-46-76

payments@goldeneuro.com

I Think that my winnings are not issued by a bonus or free spins so they don t have to avoid them and for the bonus i requested the customer service gave me this offer when i contacted them regarding a question. so i don t understand why they took the money, if every person who win in a freeroll tournament is seeing his winning avoid then i think there is no winner in euro golden. If i claimed a free bonus and won some cash from it then they can avoid this free chips. it s very unfair.

Hi Kais ben rachid,

It is your responsibility to keep track of the free chips you have claimed and to make sure you have stuck to the terms. There is not much we can do to help you with this.

My winnings are not issued by a no deposit bonus or free spins.

Hi Kais ben rachid,

We've contacted the casino rep and we will update you as soon as they get back to us.

Thank you for this good news i hope they will pay me.

Hi Kais ben rachid,

We got the info from the casino. We've informed that you claimed two no deposit bonuses consecutively and your last deposit was in August last year. As per their T&C 'You cannot redeem multiple free bonuses/free spins offer consecutively: When you use two or more free bonuses without making a real money deposit in between, we reserve the right to void any bonuses and winnings. That is the reason why the withdrawal was canceled. 

However, the tournament payout of €2.50 was not deducted and their management has decided to offer you an attractive deposit bonus with free spins. You should receive an email from them. 

I received the email, of a deposit bonus with free spins, i understand now that euro golden consider tournament winnings as a bonus that why they don t allowed me to withdraw