CasinoEuro ignoring payment
Posted: 29 September 2011, 21:00 AM by Euroknaller
I am writing to you in connection with a complaint regarding CASINOEURO.COM, my name is D. M************** from Amsterdam the Netherlands, my user name with the casino is Euroknaller, and I'm registered with the e-mail address of email@example.com
I have been a player in the casino for over a year and gambled on a monthly basis, as I got their bonus offers. I never had any winnings but kept the faith and gambled.
On 21th September 2011 I finally won and reached total withdrawal of €2504,69.
I was requested to send my ID + utility bill, did so, and on the following day received this confirmation from casino support: ( from support-n[email protected]asinoeuro.com). The Name of employee/worker is Frits or Elizabeth.
Thank you for your documents. We have now forwarded them to our Payments
department for verification. We will get back to you by email as soon as
your documents have been verified.
Have a nice evening!
A days later, I have been told that the documents were not acceptable:
Dear < name removed >,
Thank you for playing at CasinoEuro.
Our payments department has now informed us that we unfortunately cannot
accept the scan of your visacard you sent us.
I would appreciate if you could send us a scan or a picture of another
form of ID (a driver's license for example) instead.
I apologise for any inconvenience caused.
Feel free to contact us again should you have any questions about this.
Then, I received the same email which says that the verification by visacard holder was ok but this time they asked for full colour scans from the front and backside from my visacard. I have replied back to their support again that I followed their request and provided them with readable scans full in colour. Employee Frits replied and that he has sent it to another department who will look into this matter. After a day I received a mail that they decided to lock my account and not to process my payment. I have replied back to their support again that I followed their request and provided them with TYPES OF ID and I deserve to be paid with my fair winnings but this time they sent me another email which says:
Dear < name removed >,
Thank you for your email to CasinoEuro.
The decision regarding your account was taken by our Risk and Fraud department and it is final. This also means that the winning money is taken by our Risk and Fraud department and it is final. Any reply on this matter we do not answer.
On the face of it, it certainly appears that I met all of their terms and conditions but the casino decided to ignore my fair winnings and lock my account for no real reason and CHEET after I had my first ever withdrawal from their casino.
I do appriciate your help to handle this case on my behalf to make this casino to honor my payment withdrawal after I followed their request and sent them my needed documents twice with 2 types of my ID.
D. < name removed >
I also read a similar/ same case of dtbett77 that was solved