Complaint #23 Eurogrand Casino

Unsuccessful Account Verification

By Adrian M.

7 years ago

Message on forum

Hello! I want to leave a complaint to the casino Eurogrand.com, so that you understand on my problem.

I played on Eurogrand.com and won an amount of 2,300 euros.

After that, the casino requested documents to verify the account.

I sent everything I needed and they asked for an additional ID to verify my account. After that, I was denied verification and blocked the account.

It was very strange for me to hear about it from a large casino like Eurogrand (William Hill Group), which in my opinion looked like a deliberate refusal to pay the winnings.

In order to 100% show my honesty, I had to send a document holding it near my face. At that time I was sure that this would completely eliminate any problems in the future, but as it turned out they did not need it. Now they ignore me, it is

very strange. In all other casinos, I was fully verified and never had any problems. My payment systems (Neteller) are fully verified and there are no problems either. The problem is that Eurogrand considers itself too cool and in their opinion

they can decide whether my documents are suitable for them or not. This is an absurdity for me personally and I am not going to lose my winnings in the amount of 2,300 euros because of this. This is a small amount, but it is important to

me. I am ready to send any documents to prove my honesty 100%.

Help me, please, I really need it.

Best regards Adrian < surname removed >

Disputed Casino Eurogrand Casino

Reason Verification issues

Amount €2300

Discussion

There are no replies at the moment.

Eurogrand Casino Complaint Stats

Resolved 2 / 12

Avg. Amount $20,083

Avg. Complaint Duration 10 days

Avg. Response Time 5 days

Eurogrand Casino Complaints

See all complaints for this casino

Withdraw not received after 23 days

Hello, I have requested a withdraw of 200 euro on February 15th/2018. and was approved on February 20th/2018. The bank processing will take 2-5 business day. February 28th/2018. I don't have received my funds, I have contact the live support Peter. He told me the bank pocessing will take 2-5 business day, but today is the sixth businnes day!!.Peter told me, he will contact the finance team to investigate what's going on. Their payments team will contact me by e-mail within 48 hours. March 02/2018, no e-amil received. I have contact the live support again. This time is Bela, she answer "We are still waiting for a response from the payment provider and ask me for patience. She can't contact the finance team directly, I have to wait again, within 48 hours they will contact me. March 4th/2018, still no e-mail received. This time, I have contacted them by e-mail. March 7th/2018 received reply mail with the seem answer "We are still waiting for a response from the finance team" and ask me for patience again. Oh, please help me to solved this. I have no patience anymore

Unresolved

€200

Declined withdrawal of 1400 euro

On 28th of October I won 1400 euro in Eurogrand Casino and made a withdrawl of 1400 eur. Than I received a confirmation of this withdrawl. One day later the withdrawl was declined because I made my casino account in Sharon Bol like everybody calls me. But on my passport my name is Jennifer Sharon Bol-Tjon Poen Gie. My maidenname is Tjon Poen Gie but in Holland we use our married name which is Bol so everybody calls me Sharon Bol. My firstname is Jennifer but from birth my mother called by nickname Sharon. I already sent a copy of my passport and all necessary documents to this casino but they do not accept. I made a deposit from my backaccount you can check that . On my bankaccount J.S. Bol-Tjon Poen Gie you can see also my full name. I play for many years in this casino and in the past I won several times and eurogrand payed me the money without any problem. Since the casino changed into William Hill casino it is now a problem to get my money. In the mean time I have a lot of emails in which support people of the casino are telling that things are solved and my name has been changed in the account to Jennifer Sharon Bol-Tjon Poen Gie. And everytime I get an email that I have to send documents which I did a several time and stillI cannot withdrawl the money that I won which is still in my casino account. The do not cooperate and help me so I kindy request you to investigate this matter because I won this money honestly. When I deposited the money into my casino account nobody told me that my name was not valuable so I do not understand.

Resolved

€1,400

Refused to pay out 160,000GBP, refused to provide reason and proof why

I have been waiting for eurogrand to process 2 x £5000 withdrawals from my £160,000 balance since Tuesday 17th may, as expected they asked for id which I sent in on Tuesday, and proceeded to resubmit my id on a daily basis, after absolutely no reply not even a 'thanks for sending the id type customer courtesy email' I today completely out the blue was told, my account had been closed, they can't give a reason but give several possibilites... All of which obviously have no relevance. At one point I was up to £500,000 in my balance but the moment took me and I went down to £160,000 before pulling out. I feel sick to the stomach from the thought of this life changing sum which is mine by right, being swept from under my feet. I have attached the only communication I have had with the casino thus far.

Unresolved

£160,000

William Hill Group not honoring its own Self Exclusion Policy

hi there i have a complaint about eurogrand casino. i have been self excluded from williamhill group on 24/06/2012. for 5 years, that means i cant open any other account on williamhill group. but eurogrand casino which is part of william hill casino (https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=39225) allow me to open an account and i made lots of deposit and withdrawals with this casino. my username and email address was same, and i also sent them my all id to verify my account. those are: Sign up date: 2014-02-23 00:25:41 Deposit made: Time and Date Payment method used Amount 2014-08-11 20:25:56 465943...0608 £2,000.00 2014-08-11 20:14:17 465943...0608 £3,000.00 2014-08-09 11:41:50 465943...0608 £500.00 2014-08-02 09:51:41 465943...0608 £500.00 2014-07-15 14:01:19 465943...0608 £10.00 2014-07-04 16:00:48 PayPal £1,500.00 2014-07-03 20:38:52 465943...0608 £1,000.00 2014-07-03 19:12:12 465943...0608 £3,000.00 2014-06-30 18:37:39 465943...0608 £1,000.00 2014-06-17 00:46:06 465943...0608 £2,000.00 2014-06-16 19:05:35 465943...0608 £500.00 2014-06-08 19:32:23 465943...0608 £1,000.00 2014-06-08 19:27:22 540450...6536 £300.00 Withdrawals made: 2014-09-05 03:07:29 465943...0608 £3,700.00 2014-08-31 01:37:45 465943...0608 £3,000.00 2014-08-29 01:23:12 465943...0608 £50.00 2014-08-15 00:12:03 465943...0608 £50.00 2014-08-05 23:51:44 465943...0608 £700.00 2014-07-22 16:50:17 465943...0608 £10.00 2014-07-07 22:57:00 465943...0608 £180.00 2014-06-22 23:07:07 465943...0608 £4,100.00 2014-06-12 19:19:03 465943...0608 £2,100.00 as a self exluded person from williamhill group they should not allow me to open an account. so i would like to request them to void my all deposit and withdrawals from eurogrand casino. Thanks

Unresolved

£2,600

Opted in for free bonus on depost but didnt get it

I have opt in with an action of Eurogrand deposit 10 and then get 20 free spins. Deposit at least 10 euro. But i have not received the free spins, and when i contact the live chat to check this, the told my there was no bonuses avaible.

Unresolved

They made unauthorised transactions from my account and I want a full refund

I am making a complaint as my account has been used to make unauthorised transactions to Eurogrand Casino. I have contacted Eurogrand Casino and they are still not replying. There have been alot of deposits made without my knowledge and authorisation. I would like a full refund on this as this is fraud. My bank have stated there was fraud on my account and I would like this sorted please. I have bank statements that show this. If needed I will forward them on.

Unresolved

Not paying my withdraw

I made a withdraw almost three weeks ago 400€. I've sent all the documents they asked, several times. They just keep refunding money back to my account, saying I haven't sent the documents. This is not my first withdraw from Eurogrand, but it will be the last. Now they have rejected my emails.

Resolved

€400

Account Locked

I deposited $800 CAD ($400, $100, $300), and lost pretty much all of it on Roulette until the last few $ when I started to win it back. I eventually got to $1800 and looked into cashing out. As soon as I hit cashier it said my account was locked. I later found out that Euro Grand was a part of William Hill. Around 5 yrs ago I wanted to take a break from gambling as I was in no way to be in a financial position to bet. It seems Euro Grand happily let me deposit into the account 3 times but now I want to withdraw they have locked me out. Sent 3 emails but had no response.

The question is, can they just keep my winnings/deposits? I have $1795 in the account. Doesn't seem very fair.

Thanks

Unresolved

EuroGrand Casino - wager requirement

I registered for EuroGrand on 16.09.13

I made two deposits immediately one for £26.00 and another for £10.00

After making my deposits I went to place a bet on roulette. As I was going to place my bet two pop ups appeared stating I had received bonuses. One for £6.50 and one for £1.00. As I wanted to get on with placing my bet I clicked okay to both. I then placed a bet for £36.00 (the total amount I had deposited minus the bonus) on red. After this I went to withdraw my winnings (excluding the bonus amount). When I attempted to withdraw my winnings I got a message advising that the amount I was attempting to withdraw was more than my balance. I rang customer service and explained my situation. Customer service advised that I was unable to withdraw the winning because I used the bonus and there was a wager requirement of £1000.00 before I could withdraw my winnings.
I explained that I had no interest in using the bonus and the amount I had wagered was the amount I had deposited. The customer service adviser said that the bonus could be removed so I could make a withdrawal. I requested that this was done. This resulted in me losing all my winnings. This is despite the fact there was only £7.50 worth of bonuses and I had bet £36.00. I was advised that if I want my winnings back I would have to meet the wager requirement to be able to withdraw. I never had any intention of betting the bonus. The bonus was bet automatically for me. At no point was I given the choice between betting the bonus and betting my deposit. Surely at the very least I if the bonus was meet i would be entitled to the winnings on the difference between the deposit and the bonus seeing as my deposit was £36.00 and the bonuses only £7.50

Unresolved

Unauthorized transactions

They took money from my bank account through paypal and i told them that i didn't authorise those transactions and never made an account with you, they just said to me that you have made etc etc. And i also raised issue with paypal about those transactions but paypal told me that i had made those transactions as i wasn't able to provide them the proof as i was using william hill and all the money that they took from my account was also showing activity of william hill, so all of them were showing william hill transactions. And after then i told my bank about that, the bank told me that you have to contact to paypal. I again told paypal but they weren't able to do anything and after having 6months complaint with financial ombudsman service i just lost as i had no proof that who actually took my money and why. And i also send an email to them today to ask my account details but couldn't recieve any reply. I would like them to refund my money back as soon as they can.

Unresolved