Not happy how they 'investigated' a game glitch

I successfully registered, uploaded my documents and made a first deposit of £10 with this casino about 3 weeks ago. At first I had a problem confirming my details in the personal information section after registering and depositing as I kept getting an error message stating my postal code was incorrect. It was however accepted for registration purposes and was indeed correct. I emailed support and got a reply saying that as my postal code matched the documents I had uploaded there should not be a problem and I could play. However the error message continued and I still couldn't play. I also received an email soon after registering and depositing saying I could not play as I had previously self-excluded from a casino under the same licence which I was unaware of but having checked I can see that this is correct. I emailed again on several occasions asking them to clarify the situation and then asking them to close my account and return my deposit. I have had no response and I can still log in, my deposit is still showing but I cannot play for real money. I would also question a registration process that allows you to register and deposit if you have self-excluded from a casino under the same licence. I wish to close my account and have my deposit returned please.

Dear AskGamblers, I play and won 1147 E on EU casino in October 22. They verified me and payed off on November 7. But, then an amazing thing happened - thay took my money back from MY Neteller account. I did not know that was even possible, but obviously is. I contacted Neteller and EU casino, EU casino said that I was still not verified when they payed me. They asked me for new bill, new selfie and new copy of my ID card/passport. I decided to be sensible and send them all my new documents again, calculating that they will then be fair and pay me off AGAIN. But here I am, today is February 28 and my money isn't on my Neteller account, isn't on my balance. My money is gone without explanation, without email, without saying a word. Support don't know nothing besides that I am still under investigation. 4 months. Hope you can help me! Thanks, Ivan < surname removed >

I signed up at this casino, and tried twice to deposit with SOFORT ÜBERWEISUNG.but it failed. then after several days I tried it again - it worked, but my account is blocked...so, there are 75€ in my account but I cannot use it. I contacted the support and this guys gave a me cool answer: yep, just send ID documents and the whole story will be solved in the next moments....yep...I felt for this lie. Nobody was around from the financial department. So i tried it the next day...and after several attempts I got informed that my documents were not valid. well, I was fine with that, so I send them via mail more PDF and JPEGs...and everytime it takes hours till I receive a response. Which contains nothing more than silly phrases in my book. "documents were not attached", and so on. I never experienced such weak support. I wonder what will happen if you ever win at this casino. Maybe one of you can help me with a more useful connection than those guys at the support? Many thanks for that

Hello, I have a problem. I played at EUcasino and after winning 800 euros I decided to make a withdraw. I was asked to send documents for verification, as expected, so I did. However, that is when problems started. I was asked for the past month to send the same documents over and over again. ID, utility bills, better quality of Neteller screenshot (Yes, apparently my Print Screen wasn't clear enough. Seriously.) After 3-4 times sending it, I get an e-mail claiming I need to send documents yet again. They keep insisting on me sending passport, even though I have explained to them many times via chat support that I do not own passport since Croatia entering European Union, therefore I had no real use of passport since my ID functions as a passport. Every time they said that ID is enough, and next day they want passport. You would think casino called EUcasino would know that. So I am writing this complaint because I am tired of sending documents and getting the same results. It is going nowhere. I was hoping that this complaint will speed up the process of this withdraw, because for some weird reason they just keep stalling it, and I feel like they are making a fool out of me. Thank you for your time and help, Relja Korac

Two weeks ago i registered here after reading the good reviews on askgamblers. With my registration i noticed that i did not recieve a activation or verification link for my account on eucasino. However i was already logged in after registration. So i went to live chat and asked why i did not recieve a activation link? I don't like suprises with verification or delayed payments, account issues so i always make sure that everything i ok before i deposit. The live suppory chat send me a few emails (according to the support agent). And yes i do believe that she had send the email to see if i can recieve any email from them, wich i did not recieve in the end. I left the chat without any result. Later i decided to come back and see if i could fix this wierd problem with eucasino. I tried to log in again since the live chat is only available when you are logged in. Two times i hit the wrong password (i use so many diffrent onces on all the casino's where i play) and i decided to retrieve my password. So i went for the option "forgot password" and after that i had to fill in a security question and after that you get a code on the same password retrieve page on eucasino and a mail with instructions wich i again did not recieve. Here i was already pissed because all the trouble i had to went trough to get a simple account verrification after registration. Unexpected at the end of the day i recieved a follow up email regarding the earlier conversation on live chat. And i reaponded to that email by stating that i could not open my account because of the wrong password popup each time. (I am now 100% sure wich password i used, this i rememberd later, but still i could not log in. I suppose this is because i chose to retrieve my password after typing my password wrong two times in a row. Now i have been in contact with support regarding the chat follow up email i recieved from them. The wierf thing is that they say have numerous times send me a new email with password. Day after day i responded to them saying that i have not recieved any email to retrieve my password. They claim that they have done so. This whole time i can communicate with them on the emails that i do recieve from them, SO HOW IS IT POSSIBLE that they claimed to have send this so called password. The support constantly says the same thing, wich is a lying. And i am sick of it. I just want to know why? So in the second last email i asked them why in gods name they could not just type a temporarely password in the next email so i could go to my account and set a new password. Note that there answer was always the same!! Wich was that they had send me instructions to retrieve my password. And now they say that they need a picture of me holding my ID card next to my face???????? I have never had to do this in the over 100 casino's where i have played at. And now i have to do this just to get back in my own account. They know that it is me. My experience so far has been horrible. Especially when it seems that they are flat out lying about sending may password in a email. So i can communicate with them responding to the follow up email that they send to me after the live chat experience, but i can't recieve my passwords from the same email as i have communicated regarding this matter? So to me right now it seems like they are playing with me. In the meantime i had already opened a account on eucasino's sister site playmillion. Deposited 37 euro and cashed out 500 euro. The next day i recieved my funds on my skrill account. No hassle at all!! Oh and yes, at playmillion i have registered my account with the same email as eucasino. So this should be easy going... But all i can say is that this is a new kind of "horrible online casino experience.