Complaint #40 EUSlot Casino

EuSlot Casino refuses to process withdrawal and has made some ridiculous requests instead that lacks justification

By Lulu

3 years ago

Message on forum

Today I deposited $30 at this casino using my EcoPayz account. I did not take a bonus and turned over my deposit amount more than the required number of times. Then I requested a withdrawal of $100 to the same EcoPayz account. After approx. 45 minutes I got an email stating that my withdrawal was cancelled and I needed to submit pictures of my bank card. Although, I did not deposit with or request a withdrawal to a bank account (bank card). I entertained this illogical request by submitting photos of my bank card and requested (again) from the casino a withdrawal of $100 to my EcoPayz account. Lo and behold, I receive another ridiculous email stating that my 'pics. of my card' were not approved and I now need to upload my bank statement showing my name and showing the card belongs to me! Also, my withdrawal request was cancelled again by the casino. Strangely, no reference was made about my EcoPayz account although that was the deposit method used and requested withdrawal method.

I refused to have my intelligence insulted and therefore sent a response requesting clarification on why pics of my bank card and bank statement are needed. If these things are not relevant to the transaction I view it as an invasion of my privacy.

I received another email asking for the same documents and with none of my questions answered and my cashout denied.

I believe this casino is stalling on paying out. I have been playing at EuSlot casino for years, verified my account and made many deposits and withdrawals to the same EcoPayz account without any difficulties. And my EcoPayz account documents were submitted and approved a long time ago.

Note: If supporting documents are needed to substantiate my claims I am able and willing to provide these.

Disputed Casino EUSlot Casino

Reason Declined payment

Amount $100

Discussion

AskGamblers

• Support Team

3 years ago

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.

Lulu

• 3 reviews

3 years ago

Dear Askgamblers Complaint team,
EuSlot casino processed my withdrawal yesterday evening after I sent a screenshot of the 'transaction history' of the card in question. Although I am grateful that my cashout was eventually processed I still believe that the reason for cancelling my initial withdrawals was silly and the communication between the casino and the customer could be improved.
The deposit was made using my verified EcoPayz account and the requested withdrawal method was to the same EcoPayz account. The reason given by the casino for withholding my cashout was that I needed to 'verify' a card I'd once made a $20 deposit from and lost the entirety, therefore never requesting a withdrawal to the card. I explained that the card is a (Prepaid) Visa Electron Debit Card (not a credit card) and because it is reloadable is not attached to any bank account and therefore no bank statement is issued. I even sent pictures of the card (both back and front) however, the casino claimed that since my name is not printed on the front I needed to send a bank statement proving it was mine. Although, my signature is on the back and I explained that some Prepaid cards including mine do not have the name printed on the front and are not linked to a bank account I still received short generic responses from the casino which basically ignored my explanation even though what I stated could have been easily confirmed via an internet search. Luckily, I'd linked the card to one of my bank accounts to facilitate easier 'reloading' and was able to send a screenshot of the transaction history and bio. information. However, if I hadn't linked the card and shown this information what would have been the outcome?
I feel the communication from the casino can be improved, individual cases given more 'tailored' consideration and information/evidence provided by the clients be checked and verified on the casino's end rather than providing obtuse and generic responses. And I still believe that my cashout should not have been cancelled just because I'd once made a $20 deposit (small amount) which I lost using another payment method not relevant to the current transaction.

AskGamblers

• Support Team

3 years ago

Dear @Lulu,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

EUSlot Casino

• Representative

3 years ago

Dear LULU,

Thank you for sharing your experience with Euslot Casino. We have examined the situation you faced and would like to regain your trust again.

We would like to inform you that your withdrawal was originally cancelled according to the rules of our casino regarding the completion of the verification. You had previously made a deposit via the credit card and were therefore asked to verify this card. You can see that you made the deposit through the card in the history of the transactions in your profile.

We want to thank you for providing a picture of the card, but we cannot accept this document as the card does not have your name on it. Therefore, a bank statement for this card has been requested from you to ensure that this card belongs to you. In this regard, in order to complete the verification procedure, you were asked to upload the card statement (screenshot from your online banking) to your account with your full name and card number visible.

As for now, the explanation was already provided to you via email, and you have submitted the correct screenshot. Thus, your account was verified, and your withdrawal request was already approved!

Taking into account the aforementioned, we believe that this complaint can be now closed as the situation has been resolved.

In case any additional information is needed, we will be glad to assist!

Kind regards,
EuSlot Casino team

EUSlot Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $812

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

EUSlot Casino Complaints

See all complaints for this casino

Pending withdrawal for more than 7 days after the account was verified

Hi,
I deposited few times at this casino, never taken any bonus during deposit and wagered more than their 3x requirement. Casino team stated that my account is already verified.

I requested for my first withdrawal(of 3519.80€), its status continues to be in "pending" for more than 7 days. They advertised in the site's FAQ that it only takes one hour to process. In the chat section they mentioned it may take up to 48 hours. I have tried to reach their support teams, they continue to state that it's being processed by their finance department and they refuse to give me any timeline for that. It would be great your service can solve my issue at the earliest.

I used same bank transfer for my deposit and withdrawals.

Thank you for your attention and your support.

Resolved

€3,520

Waiting withdraw 350e and account problems

I had an email user account Euslot.com. I deposit 15.10.2021 to my account and won 350€. After 15.10.2021 they changed system and I could not login anymore using the email account but they still found my account and wanted documents. The withdraw was cancelled because I had not downloaded documents.

I asked how do I send documents and they said that only way is to upload docs to their site. They said that I need make a new Trustly account. 18.10.2021 so I deposit 20e and then downloaded documents. 20e was refunded to my bank.

Euslot.com email support is replying that they are checking my account. Today is 21.10.2021. There are many reasons why I believe that they pay my withdraw but I'm still awaiting payment. Also you can think of this feeling that at first you can't login to the account and later you need deposit 20e so they can pay to withdraw and then you need to wait many days when they check this.

Resolved

€350

Withdrawals keep getting rejected

Hello,

I would like to raise a complaint for consistent withdrawal rejection and misleading customer service from the side of euslot.com

Originally my 1st withdrawal was rejected because I made the initial deposit with a new debit card. After I verified the debit card I still get withdrawal rejections and the reasons keep changing. First it was because of an issue on the side of the casino. They encouraged me to make new deposits (while their terms and conditions say that every deposit comes with a x3 wager). Today I specifically asked them if it would be ok if I make a small minimum deposit and try to withdraw the money again (with the same debit card I used this week). I asked which were the alternative deposit methods, and the support verified that if I make a deposit with my Visa everything should be ok with my withdrawal. And again it was rejected. The last reason the casino gave was because my payment provider blocks the amount and the transaction. I checked with my bank over the phone and they see no attempts from the casino for any payments. I also double checked my online banking and I see no track record of blocked transactions. I asked the casino to provide me with the chat transcripts from this week and I am still waiting for a response from them about it.

I am attaching the email correspondence with the casino. I am awaiting for the chat copies so I can provide them to you. Basically I had the same conversation today with the email messages in screenshots 4, 5 and 6. If you can request chat transcript from them as proof that would be great!

Resolved

Not honoring their own VIP program

Hi,

I've tried to get some clarity from this casino regarding my member level but i'm not satisfied with the answer and believe its not correct. I've tried with the online chat and my personal manager which is doing a good job but its still not alright.

As you can see in the attachments i've got 106111 xp points which is more then enough to level up more then once, this is also confirmed because i need -40000 points to level up.

You can clearly see that 4 levels are unlockable and i have more then enough points to unlock them and receive the bonuses that comes with it ofcourse.

The answers (see attachment) i got are saying that i've reached the highest level but why aren';t they unlocked then and why didn't i receive the bonus.

I'd like to receive the level and bonuses that match my xp points.

I don't want to be negative about this casino because overall the are great but this issue is something that need to be solved and not being avoided by giving me other bonuses.

Resolved

Self Exclusion with brand under same licence

Hi,

I have had issues with a number of casinos operating under N1 Interactive (licence holder) which owns and operates a variety of casino brands, one of which is EU Slot. I initially requested to be self excluded on 26/3/20 on BobCasino which is a casino operating under the N1 Interactive MGA licence which also operates EU Slot and received confirmation via email of the self exclusion. I also emailed support to request I be blocked from all casinos under their licence due to gambling problems however I have been allowed to open an account with EU Slot and deposit the following amount on

1500 - 31/7/20

500- 31/7/20

I feel the Gaming operator’s responsible gambling system has severely failed me and my addiction was let take over and I lost control. I have contacted EU slot by email However have not received any satisfactory response.

Please see attached screenshots of some of the deposits made, also please see attached email from Bobcasino as proof of request to self exclude from all of their casinos.

I have used all the same personal registration details as my original Bobcasino account

Name: < removed >

DOB:< removed >

Address: < removed >

Resolved

€2,000

IDeal deposits still pending after 4 days

August 1st I made a deposit of 100 and 50 euros. I see my deposit in my history but these have been pending for 4 days. I have contacted customer service several times. I keep hearing the same thing to wait.
I also sent all the evidence that I paid. But I don't hear from EUslot.com.
The customer service indicates that they have forwarded it to the finance department. But I can't speak to them either.

Resolved

€150

My account has been unfairly disabled

Dear Askgamblers,

When I started playing on your casino I was 18 years old and I did not deposit a lot of money.
I think I have been playing on this casino for around 4 months now. At the beginning all of the deposits and withdrawals went very well and very quick. When you asked me to sent more documents I did and I sent you everything you asked for. And it got approved so I kept playing.
I had my wins and my losses. But never deposited more than 800 euros at the time. I had wins and losses.
I made a list with all my deposits and withdrawals. It came to 2180 euros of deposits, 1417,50 of withdrawals and I still had 570 euro pending so it would be only a 192,5 lose. So I kept waiting on my withdrawal requests to be approved. But every day I went to their 24/7 help desk. But they kept telling me to wait a bit longer for the withdrawal to be approved. One day I asked them to give me someone on a higher department to help me. And they gave me contact with Aleks. He told me that I had to send in more documents. So I did and sent them every document they wanted from me. The withdrawals were made on 16 March and until 15 April without hearing anything about them suddenly my account has been disabled. They sent me an email with the information that I have been using multiple accounts. Which I am not, I asked them which email or anything they found that would duplicate anything from my account. All emails with EUslot will be attached to this complaint. I got a response from Aleks and he found an account with the email stijnbra****[email protected]. And Stijn is a friend of mine who plays on his own account. And then I got another response on my question why is my account disabled. In this email they said that the email was j*rdi*us*ink@up*mail.nl but I have never heard of this email and I don't get the fact that they both say another email and both of the emails are not correct.

I hope that you have enough information and see the process I have been going through.
I saw another complaint being solved so I hope we can solve my problem as well.

Kind Regards,

Jordi Bos