CasinoEuro - A retirada do jogador está atrasada devido a solicitações de verificação em andamento.

Dear Sir/Madam,

I'm asking for your help regarding the verification process at CasinoEuro. I have successfully completed the identification procedure and the verification of my residential address, but all documents submitted to confirm the origin of funds for my deposits have been rejected.

I would like to clarify that I have provided all the necessary information about the source of my funds. I have informed CasinoEuro in good faith about my use of funds received as winnings at another casino, and confirmed this with the statement from my Skrill payment wallet. Winnings from another casino were credited to this wallet, and the funds were used to replenish the account. In addition, I have provided screenshots of payments and the current balance of my Skrill payment wallet.

Please note that after submitting the documents on March 05, 2025, the status of my account was updated to "Account verified. Thank you for providing your documents, we have all we need at the moment". However, despite this, CasinoEuro has restricted access to my account balance.

After my repeated requests for the opportunity to withdraw my balance, as my account had been verified, the casino updated the information on my account and asked for supporting documents.

On March 19th, according to the casino's requirements, I uploaded a screenshot of my current payment wallet balance and a screenshot of my personal Skrill details to my account.

My account was confirmed on March 20, but on March 21, I received a message again requesting additional documents.

I understand the importance of verification, and I am willing to provide the required documents. However, in my case, the casino keeps requesting additional documents and restarting the verification process even after it has been successfully completed.

Could you please help me resolve this issue and complete the verification?

Dear ANTONENKAYAHOR,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoEuro.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share a screenshot of the verification status of your account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tomas,

I played slots to accumulate my balance.

The bonus was not used to receive the current balance.

Correspondence with the casino and screenshots of my account verification have been sent to tomas@casino.guru.

Thank you for your time and consideration.

Best wishes

Thanks for your explanation.

Could you please explain whether your account in Unibet Casino is accessible to you and verified?

Would you be able to submit screenshots detailing your withdrawal history from the casino?

Please share the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Tomas,

My Unibet casino account is currently blocked. Despite this, I have no complaints about the casino - my balance has been paid in full.

I also contacted the casino with a request to provide a transaction history. I was informed that the relevant information is reflected in the Skrill statement. The Skrill statement has been sent to tomas@casino.guru .

Thank you for your time and consideration.

Best wishes,

Thank you very much, ANTONENKAYAHOR, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, ANTONENKAYAHOR!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

We would like to ask the 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’ which may negatively affect its rating.

Hello,

In addition to the previously sent documents, today I uploaded a document received from Unibet casino to my account. This document contains my personal information, transaction details, and the number of my Skrill payment wallet to which the funds were credited.

I hope the verification of my account will be completed successfully. The submitted document meets all the requirements set by the casino.

We have reached out to the casino once more, so I am extending the timer for 7 more days.

Hello,

Despite the fact that I provided all the requested documents to the casino, my account was blocked and the funds were withheld.

The casino accused me of violating clause 7.1. of the Terms and Conditions.

I assure you that I registered an account exclusively in my own name and played on my own. I did not allow violations of the casino's Terms and Conditions.

I also asked the casino to provide proof of my guilt. But my request was ignored.

Dear Guru, I still need your help.

We need more time as we are still trying to reach out to the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski