EuroBets Casino - A retirada do jogador foi adiada.

Hello! I registered at this casino on 10/17/2021 and they gave me a no deposit bonus of 25 euros (I don’t remember the wager, but the bonus was wagered). After that, I wrote to technical support what I need to do to withdraw. They asked to go through verification and make a deposit of 26 euros. I made a deposit via bitcoin and sent an email with documents to their mail and waited 3 days. I was told that I passed the verification and can create a withdrawal request. The deposit did not need to be wagered. I created a withdrawal request for 126 euros and was waiting for the funds to arrive, but the money never arrived in my wallet. They wrote to me that we had problems and the money would soon arrive. Re-created withdrawal requests on 12/07/2021, but they also had problems. Now I have again created a request for withdrawal through bitcoin. I hope you'll give me a hand

Здравствуйте! Зарегистрировался в данном казино 17.10.2021 и мне дали бездепозитный бонус в размер 25 евро(вагер не помню, но бонус был отыгран). После этого я написал в техподдержку что мне нужно сделать для вывода. Они попросили пройти верификацию и сделать депозит в размере 26 евро. Я сделал депозит через биткоин и отправил письмо с документами на их почту и ждал 3 дня. Мне ответили что я прошёл верификацию и могу создать заявку на вывод средств. Депозит не нужно было отыгрывать. Я создал заявку на вывод 126 евро и был в ожидании поступления средств, но деньги так и не поступили на мой кошелёк. Они мне писали что у нас неполадки и деньги скоро поступят. Повторно создал заявки на вывод 07.12.2021, но у них так же были проблемы. Сейчас я опять создал заявку на вывод через биткоин. Надеюсь на вашу помощь

Dear syyplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first withdrawal attempt? Also, do I understand correctly that you used Bitcoin as a withdrawal method?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

in total created more than 3 requests for withdrawal. None of the applications were processed. tried to withdraw to bitcoin

всего создавал более 3-х заявок на вывод. Ни одна заявка не была обработана. пытался вывести на биткоин

Thank you very much syyplay for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello syyplay,

I have reviewed your case and will do my best to help you.

I would like to invite Eurobets Casino to join the conversation.

Eurobets Casino, can you provide any insight into the problems the player is having making a withdrawal?

Created a withdrawal request on February 8. Now it’s already 14. They write that the withdrawal is within 2-3 days, but 5 have already passed

Создал заявку на вывод 8 февраля. Сейчас уже 14. Пишут что вывод в течение 2-3 дней, но уже прошло 5

Has it not contacted you?

Оно с вами на связь не выходили ?

Hello syyplay,

There has been no response from the casino yet, when the timer expires I will attempt to contact them once more.

We would like to ask Eurobets 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

The account is currently blocked. The reason is unknown. On the balance sheet was 900 euros

На данный момент аккаунт заблокирован. Причина неизвестна. На балансе было 900 евро

Thank you for the update syyplay.

Dear Eurobets Casino,

Could you kindly respond and explain the reason for the player's account having been blocked?

We would like to ask Eurobets 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

The money is in the wallet. But that doesn't negate the fact that this is a terrible casino. Since October 17, 2021, I have been trying to withdraw 126 euros. Six months later, they decided to pay me after many complaints. I think it is right to underestimate the rating of this casino to 1

Деньги поступили на кошелёк. Но это не отрицает тот факт, что это ужасное казино. С 17 октября 2021 года я пытался вывести 126 евро. Спустя полгода они мне решили выплатить после многих жалоб. Считаю правильным занизить оценку данного казино до 1

Hello syyplay,

I am glad to hear that you have received your payment, could you please confirm that you have also regained access to your account and the matter is now resolved?

Kind regards,

Adam

Yes, I got access. There are still 500 euros left on the balance sheet. Only I can not make a deposit and put on a withdrawal. Their answer was that the maximum withdrawal from the bonus is 126 euros. I didn't find any info in the rules though. On October 17, I made a deposit and played on my own and raised the balance to 900 euros. Then he lost a little and put 126 euros on the withdrawal. 500 can't withdraw

Да, доступ получил. На балансе осталось ещё 500 евро. Только я не могу сделать депозит и поставить на вывод. Их ответ был, что максимальный вывод с бонуса 126 евро. Хотя в правилах никакой информации не находил. 17 октября я сделал депозит и играл получается на свои и поднял баланс до 900 евро. Потом проиграл немного и поставил на вывод 126 евро. 500 не могу вывести

Thank you for the reply syyplay,

I have found in the relevant terms for the 25 free sign up bonus:

"The maximum you may withdraw is $100"

This means that in addition to the verification deposit of 26 euros, you would be able to withdraw a total of 126 Euros.

Are you saying that you then played with this deposit and won more?

Yes. Raised the balance to 900, then lost a little. Now 500 on the balance

Да. Поднимал баланс до 900, потом немного проиграл. Сейчас 500 на балансе

Well? They never answered

Ну что? Они так и не ответили

I made a deposit of 26 euros and then continued to play on them, because they did not want to process my application. I think the win was fair.

Я же сделал депозит 26 евро и дальше продолжил играть на них, т.к они не хотели обрабатывать мою заявку. Считаю выигрыш был честным.

Dear syyplay,

It is likely that until you had made the withdrawal of 126 euros, any further winnings would be still restricted to this maximum withdrawal amount.

However, as there has been no response from the casino to confirm this I will now close the complaint as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

As the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing more that can be done without cooperation from its side.

I wish I could be of more help.

Best regards,

Adam

This complaint has been reopened at the player's request.

Dear syyplay,

Please provide an update on your situation and the problems you are facing. In the meantime, I will again try to make contact with the casino.

More than 650 euros on the balance sheet. I won 116 euros from no deposit and withdrew after 6 months. Now you can not make a deposit and create a request for withdrawal

На балансе больше 650 евро. С бездепозита я выиграл 116 евро и вывели спустя 6 месяцев. Сейчас нельзя сделать депозит и создать заявку на вывод

We would like to ask Eurobets 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear syyplay,

I did get a reply from the casino stating that they would look into the matter and get back to me, but I have had no further response.

I will try one more time to see if I can find out anything further, if not the complaint will be closed as 'unresolved' as previously mentioned.

Best regards,

Adam

Dear syyplay,

I tried to get in touch with the casino repeatedly but had no further response. I’m afraid there is not much that can be done without cooperation from its side. I will again mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry I could not be of more help.

Kind regards,

Adam