Eurobet.it Casino - The player's balance disappeared.

Amount: €13

Eurobet.it Casino

Safety Index:Very high Submitted: 24 Jan 2023 | Case closed : 15 Feb 2023

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player's balance disappeared after a game error. The complaint was closed as the player stopped responding.

Public

williamduff2005

Visitor

Public

1 year ago

OriginalTranslation

Salutations. My initial amount was 10 euros. After playing the Crazy time between wins and losses I came to have 13.80 euros. After a while I decide to go and play again, I click "ok" to import the money into Crazy time but the app forbids me by sending me an error message saying "contact customer service". I decide to hit the "quit" button to quit the game and my balance disappears. There's no way I can get it back. Obviously, not being able to play, I didn't spend it on bets nor am I in Crazy time. Thank you.

Automatic translation:

Public

Nick

Complaint Specialist

Public

1 year ago

Hello williamduff2005,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Eurobet.it Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Is the balance visible anywhere in your betting history? Can you please forward it to nikolas.b@casino.guru? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Public

williamduff2005

Visitor

Public

1 year ago

OriginalTranslation

Hi, yes my account has been verified for several months having sent the identity card to eurobet. The balance is visible at any time, I sent you an email with a screenshot where you can see that the 13.80 euros are taken from me without me even playing them. I have never spoken to the casino this is my first issue I have with them. Thank you.

Edited

Automatic translation:

Public

Nick

Complaint Specialist

Public

1 year ago

Hello williamduff2005,

Unfortunately no such e-mail arrived.

Can you please resend it to nikolas.b@casino.guru?

Public

Nick

Complaint Specialist

Public

1 year ago

Dear williamduff2005,

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.

Public

Nick

Complaint Specialist

Public

1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.