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CasinoEuro - Cannot withdraw my win

RESOLVED
Complaint Info
Disputed casino CasinoEuro
Reason Declined payment
Amount € 1595
sebrenah4 Ireland
Posted on October 1, 2021

Hello.
I'm contacting you regarding the situation I faced with Casinoeuro.com. I can't withdraw the money from my account which I won back in 2020.
I made a €200 euros deposit with the Monese card, and now I can't get my win of €1595 back to the same card as they demand iban and swift/bic and this bank provides me only with the sort code and the account number for my gbp account. The support agent recommended me to use the iban calculator once but the withdrawal was rejected again.
Later they told me I can use only the sort code and the account number for withdrawal but their withdrawal page does not allow me to do so. I've sent them the screenshot showing this for 2 times and they deny receiving any emails from me.
I've provided all docs they needed and my account is fully verified.
I've also asked them to use some other method but they claim it's impossible.
All I had was lost hope to get this money out but having read the similar complaints on your site I understood I'm not the only one. This casino looks like a trap where you are allowed to deposit but withdrawals are a real disaster.
Thank you in advance for your support.

AskGamblers
Posted on October 7, 2021

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on October 8, 2021

Hello,

I want to start by saying that I am sorry to hear that you have had a negative experience with withdrawing the funds in your account.

It seems that the previous payment bounced back due to limitations since the transaction was initiated in EUR and the destination was a GBP account. In order to avoid this happening, we have enabled a new bank withdrawal option for you where you can withdraw to a Monese account with selected EUR currency.

When using this method you will see the option to add a Belgian IBAN to use the EUR currency bank details, and this will also help you avoid any currency exchanges due to your gaming account having a different currency from your bank account.

Should you prefer a different solution, please let me know and we can try to instead try to issue a one-time payment from our end with your current account details. I want to kindly let you know that this option may lead to currency exchanges and associated fees from your bank since the payment would be issued in the currency selected for your CasinoEuro account, and received in a different currency.

I hope this helps avoid any further issues with your withdrawal, and I wish you a wonderful day.

Best regards,
Pierre

AskGamblers
Posted on October 11, 2021

Dear @sebrenah4,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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