Euro Palace Casino - Difficult and slow withdrawal process

RESOLVED
posted on July 18, 2016.

Last friday and saturday i made several deposits to Europalace.com using Skrill. Saturday morning I asked for a withdrawal of € 1100,-. Knowing that it can be difficult to withdraw I myself asked for a verification of my account and send them my drivers licence, utility bill, skrill screenshot of my account and recent bank statement. Then they responded on saturday afternoon with the following text:

"Attachment on your previous email has been automatically removed as a result of it being sent to the incorrect document queue. Apologies on the inconvenience caused."

Strange, because i send it to the emailadres they wanted me to send it.

I received the next mail a few minutes later:

"I've received it, thank you very much for that.


I've escalated it to our player security department to review for you. Please allow anything from now to the next 24 hours for it to be verified."

They ask me to be patient 24 hours....

Then out of the blue i received the following email:

"We have received your mail and can confirm that we have received your documents and our player security department will review them shortly.
Please allow up to 48 working hours for our player security department to review the documents, and if they require anything further form you they will be in contact with you.
Additionally, once the documents have been accepted the standard turn-around times for your preferred method of payment (Visa)
Please be advised that after your withdrawal has been requested it will enter a pending period of up to 48 hours, from there it will take between 3-7 working days for the funds to reflect in your account."

Now they say it takes 48 hours and that my preffered method of payment is Visa....

I dont have visa nor ever had visa....

This morning I asked them what the status was since it was more then 48 hours after my first request and they replyed with:

"Sander, I have spoken to the Security Department in this regard and they have unfortunately advised that they still need one or two more documents from you

We therefore kindly request that you send the following documents in color for verification purposes:

A Picture holding your Drivers License next to your face.


We recommend that you please SCAN or DIGITALLY PHOTOGRAPH and email all the documents to the Casino and these documents should then be emailed to [email protected] where they will be verified by the Security Company and then saved for future reference as per E-Cogra requirements."

Is it true that E-Cogra recuires a picture of me holding my drivers licence?? And are they even registered to E-Cogra? I dont know and at this but i am afraid of the answer...

I spoke with someone on their livechat and she said she escalated it again and I would be informed again this afternoon. She did confirm all my documents have been received but somehow i don't feel things are going to work out ok for some reason.

posted on July 19, 2016.

I just received my withdrawal in my Skrill account even though I received another email this morning that they had received my documents and they send them through to the right department for verification....

Any way... i am glad everything went ok in the end so this case can be closed.

AskGamblers
posted on July 20, 2016.

Based on the submitter's last post AskGamblers Complaints Team is now considering the case as resolved and it is being officially closed.

We would like to thank both parties involved into the dispute for their cooperation.