I am writing to you in connection with a complaint regarding CASINOEURO.COM, my name Stephen Croke, of County Kildare, Ireland, my user name with the casino is *******, and I'm registered with the e-mail address of *******@gmail.com.
I have been a player in the casino since Feb 22nd,2009 and gambled on a monthly basis, as I got their bonus offers. I never had any winnings but kept the faith and gambled.
On 18th Nov (or 19th) 2010 I finally won and reached total withdrawal of €2300.
On 21st Nov, I was requested to send my ID + utility bill, did so, and on the following day received this confirmation from casino support: ( from support-e[email protected]asinoeuro.com)
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 documets have been verified.
Have a nice evening!
Two days later, I have been told that the documents were not acceptable:
Thank you for playing at CasinoEuro.
Our payments department has now informed us that we unfortunately cannot
accept the scan of your passport 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 but this time they asked for another form of ID since they " could not verify my passport". I have sent them my scanned driver licence but once again they replied that they could not verify my second ID and 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 2 TYPES OF ID and I deserve to be paid with my fair winnings but this time they sent me another email which says:
Thank you for your email to CasinoEuro.
Please kindly note that the terms and conditions that apply in our casino are the ones stated in our website and nowhere else.
The decision regarding your account was taken by our Risk and Fraud department and it is final.
Have a nice day.
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.