The player from Italy has her gaming account blocked without a clear reason and has cooperated with customer support by submitting documentation for identity verification. Although she complied with the requests, her account remains inaccessible, and she is unable to verify her balance, which she estimates to be around €650. She seeks either the unblocking of her account or the withdrawal of her total funds.
Eurobet.it Casino - Player’s account remains closed without justification.
Opened
Current status
Waiting for player to reply
6d 20h 40m 33s
Eurobet.it Casino
Safety Index:Very highCase summary
Discussion
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Public
17 hours ago
Translation
My gaming account was blocked for no clear reason, and despite fully cooperating with customer support, the situation has not been resolved.
After my account was blocked, I was asked to submit documentation for identity verification. I promptly provided all the requested documents, demonstrating my full willingness to comply with the verification procedures.
Despite this, the account is still blocked.
Subsequently, I received an email informing me that the account could not be reactivated following an alleged telephone call. However, I should point out that I never received a call from the operator, nor did I have any telephone contact with their support.
To date:
The account is still blocked
I was not given a clear and verifiable reason
I was not allowed to access the funds in my account
Furthermore, I don't even know the actual balance at the moment, as the account was blocked while I had some bets in progress, which turned out to be winning ones. I assume the total amount is around €650, but I have no way of verifying this.
I have already formally requested:
the unblocking of the account, or
withdrawing the entire available balance
but I haven't received a definitive answer.
I consider the operator's behavior to be unfair, as I have complied with all verification requests and continue to be denied access to my funds without valid justification.
Automatic translation:
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3 hours ago
Important notice:
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3 hours ago
Dear Lindah,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
To better understand the situation, I would like to ask you a few questions:
- Which games did you primarily play (slots, live casino, sports betting, etc.)?
- Which verification documents have you already provided, and when did you send the most recent one?
- Have you submitted all the required documents promptly and in the correct format?
- Were your winnings accumulated with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
