Ag Awards

Eurogrand Casino - Refused to pay out 160,000GBP, refused to provide reason and proof why

Complaint Info
Disputed casino Eurogrand Casino
Reason Declined payment
Amount £ 160000
Posted on May 22, 2016

I have been waiting for eurogrand to process 2 x £5000 withdrawals from my £160,000 balance since Tuesday 17th may, as expected they asked for id which I sent in on Tuesday, and proceeded to resubmit my id on a daily basis, after absolutely no reply not even a 'thanks for sending the id type customer courtesy email' I today completely out the blue was told, my account had been closed, they can't give a reason but give several possibilites... All of which obviously have no relevance. At one point I was up to £500,000 in my balance but the moment took me and I went down to £160,000 before pulling out. I feel sick to the stomach from the thought of this life changing sum which is mine by right, being swept from under my feet. I have attached the only communication I have had with the casino thus far.

Posted on May 22, 2016

Roughly an hour after this complaint was published eurogrand contacted me and have changed direction, now saying the problem was identification, and it appears instead of discussing it with me, they have gone ahead and removed all £160,000 balance and closed my account for good, I carried out every request they made.. The email I received is as follows,

"Vanessa - 22/05/2016 06:41 PM

Hi Robert,

I'm writing this email regarding the status of your account with us.

We regret to inform you we have been unable to verify the authenticity of the recent documentation which you have provided us with. In accordance with this, your withdrawal has been declined and any balance was adjusted on the account. Please also be informed that your deposits were refunded to the payment method used in depositing and any winnings has been cut from the balance.

We would also like to inform you that your account will remain closed as decided by our Security Team.

Should you have further question or inquiries, feel free to contact us anytime. We are available 24/7.

Eurogrand Casino
Customer Support Team"

I can assure you of the authenticity of all documentation sent, if Eurogrand actually had an issue with authenticity to begin with, they would not have originally angled the theft of my winnings on non-applicable terms and conditions, so it's an obvious ploy on their part

Posted on May 24, 2016

Hi Robert,
I apologize for the inconvenience.
Please provide us the following details and I will try to help get this issue resolved.
*Date of Birth.
*Complete Address together with your Post Code.

Posted on May 25, 2016

Hello eurogrand.

Thanks for your reply

User rbritton401

Posted on May 25, 2016

Also, if you continue to question the validity of my identification I will simply pay a third party to prove your wrong, that wouldn't show a good reflection of eurogrand casino and I hope you don't push me to take that path as it's a waste of both of our times.

Posted on May 27, 2016

Hi eurogrand.

My address was taken out due to it being sensitive information, if you still need it, please email me and I'll supply it via email, also could I get an update asap.

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