The player from Italy had his account suspended by Eurobet for personal verification after depositing and winning around €7,000. Despite submitting all required documents and receiving a verification call, his account remained suspended. Following communication with the Complaints Team, the issue was resolved, and the player's account was reactivated. The player confirmed the resolution, and the complaint was marked as 'resolved' in the system.
Eurobet.it Casino - Player's account is closed.
Resolved
Our verdict
Case closed
Amount: €7,000
Eurobet.it Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
After registering with SPID, I deposited a few thousand euros and won around €7,000. At this point, Eurobet suspended my account for a personal verification. Despite submitting all my documents (passport, ID card, utility bill, selfie, etc.) and receiving a verification call, my account is still suspended. They're scammers.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that you haven't received any confirmation regarding successful verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Thanks for the reply. I've been playing exclusively Blackjack.
I made a deposit and then won something like €7,000. No bonus.
I have completed sending documents (identity card, passport, credit card statement, selfie and utility bill).
Then an operator called me asking me personal questions and confirmed that he would reopen my gaming account.
However, it is still suspended despite my multiple reminders.
This attitude is at the very least fraudulent and tends to delay the disbursement of withdrawals.
Thanks for your support
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2 months ago
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This is their answer but the account is still pending
"Dear Customer,
We inform you that your gaming account will be reactivated as soon as possible.
Best regards,
Jack
Eurobet.it Customer Service
We remind you to always play responsibly and for fun. Therefore, we offer several tools to monitor your gaming: click here for more information.
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2 months ago
Translation
Good morning, do you have any news?
Thank you
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2 months ago
Dear Simon699,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
