The player from Ukraine was inquiring about casino website accessibility. He couldn't access his gaming account, or his balance as the version of the casino's website meant for players from his country had been offline. The only information the player received from customer support was that the website was under maintenance and that their balance could not be withdrawn. We tried to get in touch with the casino team, however, we haven't received any response other than a promise that the issue would get looked into. The case was closed as 'Unresolved' because the casino failed to provide any relevant information on the issue. The casino team later informed us the player's balance had been successfully refunded to the player's USDT wallet, which was confirmed by the player. The player's complaint was closed as 'Resolved'.
EU9 Casino - Casino website seems to be offline.
Amount: 1,576.62 ₮
EU9 Casino
Safety Index:Very lowCase closed
RESOLVED
Case summary
This casino has many versions for different countries. You can also see the international version https://eubetasia.com/ - international where I registered and played. The international version allowed making deposits and withdrawing funds using usdt. This site https://eubetusd.com/ has been down since May 2022. One day I went to the site and there was a 404 error. I had about 3,000 USDT left there. Support says that the site is undergoing an update or maintenance and they cannot refund my money. They do not have an end of service date. That is, it can be forever. They did not warn about this before starting the service. Since the site is down, I can't attach screenshots of deposits and others. this is their email officialeu9@gmail.com you can also chat with support via live chat on the Malaysian version. They speak excellent English. https://eu9my.com/
Dear sanatorres999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the website and I experienced the same difficulties (please see below).
Could you please forward any relevant communication? Have you received any notification about the upcoming website shutdown in your country? Was it back in May 2022 when you accessed the casino for the last time? Were your winnings accumulated with or without an active bonus, please?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
I did not receive any notification about the closure of the international version of the site. I don't remember the exact date when the site stopped working, but I remember that it was in May. My winnings were accumulated without a bonus
Thank you very much, sanatorres999, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear sanatorres999,
I’m sorry to hear about the situation. I’ll try contacting the casino team and do my best to resolve the issue.
I would like to invite the representatives of EU9 Casino to join this conversation and participate in the resolution of this complaint.
Thanks for that. I wrote the contact details of the casino in the messages above
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Dear sanatorres999,
As we have not received any relevant response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘Unresolved’.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Gaming Curacao (info@gaming-curacao.com). The regulator doesn’t have the best reputation with regard to resolving players’ complaints, however, I truly believe it’s at least worth trying.
Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is andrej.p@casino.guru.
The casino can reopen this complaint anytime.
Dear all,
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.
Dear sanatorres999,
We’ve been informed by a representative of EU9 Casino that your gaming account balance has been successfully transferred to your USDT wallet. Could you please update the status of your complaint and let us know if the issue can, therefore, be considered to be ‘Resolved’?
Looking forward to hearing from you.
Hello. I confirm that the funds have been returned to me. Should I change the status of the complaint or will you do it?
Thank you, sanatorres999, for confirming and for using the Casino Guru complaint resolution center. We’re glad that the issue has been sorted out. There’s no need for further action from your end. We will now mark your complaint as 'Resolved' in our system.
Best regards,
Andrej, Casino.guru
