Ag Awards

EuroCasino - Delayed withdrawal and runaround

Complaint Info
Disputed casino EuroCasino
Reason Delayed payment
Posted on December 18, 2019

Hello I made a withdrawal on the 28th of november amd I have still yet to recieve it I was told to wait until 10 business days were up and I then checked back and I was told that I would receive an email with an update but I havent heard anything. I met all wagering requirements, verified my account fully and recieved email confirmation with my withdrawal approval. I check back to the chat support page daily and check on what is being done. They keep saying I am going to recieve the funds and the relevant team is on the case and that I will once again recieve email confirmation when it is resolved. I want this process sped up and I want my money. I checked on their support page for withdrawal time frames and it says bank transfer 2-5 business days. So when checking with online support I dont know why they told me 10 days but I was patient and waited the 10 days provided every document requested such as certified banking statements showing I did not recieve the funds but it's been way longer I dont know whats taking so long! They just keep informing me that "the relevant team is looking into it and I'll recieve an email when its resolved" Help!

Posted on December 18, 2019

Dear @Cassietravers04,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on December 20, 2019

Hi Cassietravers04 and Askgamblers,

Regrettably there was a technical issue with our provider causing this transaction to be delayed. But we were in contact with the player on the 18th December and believe that this issue has been resolved since we were able to confirm that the payment has been approved from our end. We apologise for any inconvenience caused by the delay.

Lastly I also want to clarify that user does not have an account with EuroCasino and that case is regarding a matter on another brand in our network, CasinoEuro.

Kind Regards,
Alex - Customer Service Manager

Posted on December 20, 2019

Dear @Cassietravers04,

Please let us know if there's an update regarding your ongoing complaint. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on December 20, 2019

Hello I did receive a response from casinoeuro. They approved my withdrawal which was approved before I just didnt recieve the funds. The approval was on December 18th they said up to 8 business days to recieve the funds which I dont have yet but will update when I do! :)

Posted on December 20, 2019

Dear @Cassietravers04,

Considering all the information provided during the course of the complaints process, AskGamblers Complaint Team came to the conclusion that submitted complaint is against wrong casino brand.

Based on the above we have no other option, but to reject the case as the main complaint's subject is not referring to the correct operator. If anything goes wrong, and you don't receive the funds as expected, you are free to submit new complaint against correct casino brand.

Thank you all for your cooperation.

EuroCasino Complaints

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