Euro Palace Casino - Player awaiting a withdrawal due to delayed account verification.

I have been waiting for a withdrawal of 2,640 dollars for more than 2 months now. They have not processed it yet because they claim to be in the process of verifying my account. They have requested a thousand documents and have yet to respond. They don't even communicate with me via email anymore. This ended up being a SCAM.

Dear afcz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear afcz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you,

I have sent everything they have asked me for, checking account statements, credit card statements, screenshot of my much better account, tax returns for the last 3 years, copy of receipt of inheritance, etc etc, but every Sometimes they take at least a week to review what I send them and the answer is the same, "they ask me for 3 more things" I can't and don't want to send them anything else, I've been playing for them for many years in that casino, I already told them that They could keep my $2,640, they are a scam, europalace spinpalace, allslotcasino, riverbelle, ruby fortune and some I forget, they just took my money.

Thank you very much, afcz, for your reply. I’m afraid we've reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint using casino's official ADR through the following link https://ecogra.org/alternative-dispute-resolution/. 

I wish we could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding.

Dear afcz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your efforts, but I already made the loss and I will not play in those casinos anymore, terrible experience, after years of playing they condition a small withdrawal to an account "verification", I sent them everything and every week they ask me for more, they exhausted me , I give you the 2,640 dollars, and it will last forever.

At first, we recommended that the player reach out to the official Alternative Dispute Resolution (ADR) provided by the casino. Regrettably, the player chose to play down the winnings before initiating any contact. Consequently, we close this case as rejected. We apologize for being unable to assist you in this instance. However, please feel free to contact us in the future if you encounter any issues with another casino. We are here to help.