EuroBets Casino - A retirada do jogador foi atrasada.

I managed to meet the wagering requirements of the free bonus given in the registration. After this I sent the relevant documentation and made a deposit of € 25 through Bitcoin since the T&C of the casino so stipulates. The maximum withdrawable amount of the bonus was € 106 which together with my deposit of € 25 would make the amount of € 131.

They sent me emails indicating that everything was correct and I just had to wait for the admission.

I requested the withdrawal on June 3.

Every time I get to contact customer service through the chat they tell me that I will receive it at the end of the week, which is being processed. So week after week.

When I have contacted by email they answer the same thing.

Thank you very much.

Conseguí cumplir los requisitos de apuesta del bono gratuito que daban en el registro. Tras esto envié la documentación pertinente y realicé un depósito de 25€ a través de Bitcoin ya que los T&C del casino así lo estipula. El máximo retirable del bono era 106€ que junto con mi depósito de 25€ harían el monto de 131€.

Me enviaron correos donde me indicaban que todo estaba correcto y solo tenía que esperar al ingreso.

El retiro lo solicité el 03 de junio.

Cada vez que consigo ponerme en contacto con atención al cliente por el chat me dicen que lo recibiré a final de semana, que está procesando. Así una semana tras otra.

Cuando he contactado por email me responden lo mismo.

Muchas gracias.

Dear José Luis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward the confirmation of successful account verification? My email address is petronela.k@casino.guru. Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino?  

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello, Petronela. Thank you very much for your prompt response.

I have been checking my email and cannot find an email confirming identity verification. Honestly now I don't remember if they sent it to me or not.

If I'm not mistaken, I couldn't access the cashier's withdrawal area until I verified the account (and made a deposit) and when I was able to access I took it for granted.

The deposit and withdrawal method is Bitcoins transfer.

I have not withdrawn any winnings on Eurobets before.

Thank you very much. I await your response.

Sincerely,

Jose Luis

Hola, Petronela. Muchas gracias por su pronta respuesta.

He estado comprobando mi e-mail y no localizo un correo donde se confirme la verificación de identidad. Sinceramente ahora no recuerdo si me lo enviaron o no. 

Si no me equivoco, no podía acceder a la zona de retiros del cajero hasta verificar la cuenta (y hacer un depósito) y cuando ya pude acceder di por hecho que estaba verificado.

El método de depósito y de retiro es transferencia de Bitcoins.

No he retirado ninguna ganancia anteriormente en Eurobets.

Muchas gracias. Quedo a la espera de su respuesta.

Atentamente,

José Luis 

Thank you very much José Luis for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello José Luis,

I looked at your complaint and will do my best to help you. I would like to invite Euro Bets Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Euro Bets 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, we will close the complaint as ‘unresolved’.

Dear José,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Casino contacted us and they stated that player got his money. The player confirmed this claim so we consider this case as resolved.