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CasinoEuro - Impossible to withdraw my funds of €1,688.05

RESOLVED

Complaint Info

Disputed casino

CasinoEuro

Amount

€ 1688.05

Posted on August 12, 2021

Good morning.

I had earlier reached you in this regard that I have been experiencing issues with Casinoeuro.com.

I have a sum of money stuck on this site (namely €1688.05) and it seems impossible to cope with KYCs and the obstacles they make out on the spot and finally cash the funds out.

I used my Monese GBP card to make a deposit in euros as the site allowed me to and now I can't withdraw using the same method as they require the details my bank does not provide for the GBP accounts (they need IBAN and BIC and I only have a sort code and account number). I have provided them with my bank statement showing the bank details and the transaction (deposit).

After that I tried to withdraw to my Monese EUR account using its IBAN details but failed to do so as there was no Belgium in the list of countries at withdrawal page (my bank is Belgian).

The next step was a try to deposit via Skrill, wager the deposit, and withdraw back. However, they only allowed to cash out €20 using this method and use the GBP card I deposited with for the rest (as I have stated above, it's is impossible).

Then they added Belgium to my casino account withdrawal page and I tried to withdraw to my Monese EUR bank account again but the withdrawal was declined and they requested the statement showing the deposit from this bank account (which is impossible as the deposit was made with my GBP card and I had sent my GBP bank statement showing this transaction).

I have reached their live support for loads of times explaining my situation and asking to allow to withdraw all funds to Skrill but they just redirected me to email, didn't text me back, and pretended not to receive my emails with the proofs.

In general, it looks like Casinoeuro.com are not going to pay back the money to their customer who had trusted them, deposited on their site and won. Therefore, I would like to draw your attention to this casino and I really hope for your support.

I am also attaching the screenshots you had requested before to this email in respect of this matter.

Thank you in advance!

Regards,

Nicola <personal data removed>

Posted on August 13, 2021

Hello Nicola,

I am sorry to hear that you have had a negative experience with one of your withdrawals. I have reviewed your query together with our payments team, and after looking into this matter, we kindly ask that you provide us with a statement for your Monese account in EUR currency. This should show yourself as the owner, as well as the Monese ID, but there is no need for us to see any transactions for the account in question.

You can upload this to us on our site when logged into your account, and a slot has been opened up where you can send it in to us. We sincerely appreciate your patience and cooperation, and once the requested documentation has been approved, I will be happy to assist you further.

I hope that you will have a wonderful Friday afternoon and a lovely weekend.

Kind regards,
Pierre

Posted on August 16, 2021

Hello again Nicola,

I can see that you have provided us with the requested document and that it has now been approved.
Please request your payment back to your Monese IBAN ending with **0841, and our team of Payments specialists will review it accordingly.

Once more, we sincerely appreciate your patience and cooperation in this regard, and I wish you a wonderful day.

Best regards,
Pierre

Posted on August 16, 2021

Hello.

The matter is still in progress.
I have requested a withdrawal and will update once the funds received.

Regards,
Nicola

Posted on August 17, 2021

Hello

The withdrawal to Monese EUR IBAN wasn't processed and I've got an email asking me to withdraw the funds using the same method (??). I don't understand what the issue is as these details had been verified, then you asked to use them to cash out the funds, and now you reject the withdrawal again.

Regards,
Nicola

Posted on August 18, 2021

Hello Nicola,

Once more, I am sorry for the negative experience you have had surrounding your withdrawal.

I can confirm that your funds have now been paid out to your Monese bank account ending with **0841 and you should be able to expect the funds to arrive within 2-5 banking days. You should have received them by Wednesday evening next week.

Once more, I want to let you know that we sincerely appreciate your patience and cooperation throughout this process, and I wish you a wonderful day.

Best regards,
Pierre

Posted on August 18, 2021

Hello,

Thank you.

I will update once the funds are in my bank account.

Regards,
Nicola

Posted on August 20, 2021

Hi,

The matter is resolved and the money is in my bank account.
Thanks for your help.

Regards,
Nicola

AskGamblers
Posted on August 20, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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