Eurogrand Casino

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 >

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

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