EuroBets Casino - Player’s winnings haven’t been received yet.

I have won several times at this casino and each time payouts have been delayed. In order to even receive a payout, I have had to compromise with the agents and leave more than 50% of my winnings behind using a 200% reversal coupon with a 40x playthrough. I was required to do this again on 11/30/24, where I was haggled into only accepting a $175 payout and leaving $568 behind. 

However, on 12/01/24, I had to reverse a withdrawal request of $80 because the casino wouldn't pay out again, however, this time, I successfully completed the playthrough and my withdrawable amount is currently at $1,030.

Every time I attempt to withdraw, I get an error message that my "payout request is cancelled by external validators." I know this is not a technical issue (as initially claimed by eurobets) because on 11/30/24 I was informed by a representative through chat that my ability to withdraw "should be working now" despite getting the same error message previously. This means the casino turns on and off players abilities to place withdrawal requests.

For the last week I have corresponded both in writing and via the casino chat with every day with 2 different representatives and keep being told they are escalating the issue tontheir superior and I should get an update soon. 

I would like your assistance in getting eurobets casino to distribute my winnings from 12/01/24.

Dear Achilles0017,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi Nick,

Foremost, thank you so much for reviewing my complaint and for your detailed and thoughtful response. Below I am further elaborating on my particular issue and why the two week waiting period does not apply to my situation.

My issue does not concern KYC as I have previously withdrawan smaller amounts from this casino before. Nor does this concern possibly violating casino rules as I have spoken with multiple different agents whom have verified my winnings.

What makes my particular issue unique is that the casino employees have turned off my ability to even request a withdrawal. I get an error message whenever I attempt to do so. Also, i know and can prove this is done on purpose.

I encountered the same exact issue a few weeks ago when attempting to request a smaller withdrawal. The agents initially flat out lied to me, initially telling me it was a technical issue which would be resolved after a few days.

However, after haggling constantly back and forth for over a week, they agreed to process a small withdrawal for me on 11/30 and for a brief period of time I was able to successfully place withdrawal requests again. However, when I attempted to place another, much larger withdrawal request the next day, I was unable to do so. It appears the casino staff has again turned off my ability to even place a withdrawal request.

Additionally, for over a week, the agents from eurobets who I have communicated with keep going in circles telling me they will escalate the matter to a superior and then informing me the next day they are still waiting for a response. They also refuse to provide an estimated time as to when a withdrawal will be processed despite promising "instant withdrawals" on their site and e-mail letterheads.

Lastly, I have also communicated with two different agents of the casino outside of the casino chatbox via google chat, wherein they have privatly informed me the casino is having financial difficulties and it may take weeks or longer for my withdrawal to be processed. That's the real reason behind these shenanigans and that's why I filed my complaint prior to the two week mark because there is no clarity/timeframe as to when my winnings will be paid.

The casinos bad faith is further underscored by purposefully turning off my ability to even place a withdraw request and blaming this on a technical error despite (as I have elaborated above) it clearly being done by a human being.

I apologize for this long-winded response but I am very frustrated bybthe whole situation and any assistance you are able tonprovide will be greatly appreciated. Please don't hesitate to contact me if you require any additional information or documents.

--Dritan

Dear Achilles0017,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.