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Casino Euro - Delayed withdrawal

RESOLVED
Complaint Info
Disputed casino CasinoEuro
Reason Delayed payment
Amount € 453
Posted on October 9, 2017

There is a problem with getting my withdraw paid from the casino. Last sunday I was playing at casinoeuro. I was just registered and used the welcome bonus. I completed the wagering and did withdraw of 453€ and 50€. Next monday they started to process my withdraw I noticed my account was frozen. I asked what is going on and they told me it's a standard verification check. Two days later I asked again what is the situation. Was told that my account will be closed permanently for some reason but they will be paying me my withdraw and they asked for bank statement. I sent the documents that they asked for. Later that day they said my documents have been accepted and withdraw will be paid out as soon as possible. Next day I asked once again what is the situation. Then they told me that the payment for refused because the payout team didn't have needed documents. Then they promises to send this case to payout team again with the documents. Now the situation is that they have paid me that smaller 50€ withdraw but 453€ is not processed yet and I don't know when it will be. I'm worried will I get my money like they promised. There seems to be problems after another.

Posted on October 9, 2017

Hi Aleksi,

We will have a look at the case straight away. As soon as I have more information, I will get back to you.

Thank you for your patience.

Warm regards,
Betsson Group Support

Posted on October 9, 2017

Hi again Aleksi,

Can you please send me your email adress so that we can find your account, please send that in a private message.

Regards

Betsson Group

AskGamblers
Posted on October 9, 2017

Dear Casino Euro,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on October 11, 2017

Hello Aleksi,

First of all I would like to thank you for your patience.

Hereby I would like to confirm that we successfully processed your withdrawal on the 5th of October. Please understand it could take up to 5 banking days before you receive your withdrawal and therefore I kindly would like to ask you for your patience.

Please let me know once you’ve received your withdrawal. I would like to wish you a beautiful day!

Regards,
Betsson Group

AskGamblers
Posted on October 11, 2017

Dear @AleksiK1992,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

CasinoEuro Complaints

  • 6 of 11 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 2,245 USD avg amount

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