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

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苦情情報

係争中のカジノ

イーユースロットカジノ

$ 100

投稿日 2022年12月19日

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.

AskGamblers
投稿日 2022年12月21日

Dear EUSlot Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

投稿日 2022年12月22日

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

AskGamblers
投稿日 2022年12月22日

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.

投稿日 2022年12月22日

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
投稿日 2022年12月22日

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.