EuroBets Casino - Player’s withdrawal has been delayed.

Hello, 

I started playing on January 6 2020, I won a $700 and got paid, i kept playing won $800 and got paid, the last time i got calls from the customer service enticing me to play with a 400% bonus and huge amount of wagering, I decided to go for it and end up winning $2691 after they remove the bonus, at that point they limited my Bitcoin Withdraw to $100, That was on :

205354750514695

100.00

Bitcoin

PROCESSING

Feb 21, 12:12:06 PM

205354750512854

100.00

Bitcoin

PROCESSING

Feb 21, 12:11:25 PM

On March 6 i got an email reply:

Thank you for contacting  us.

And we are really apologize for delay in your cashout.

We would like to inform you that your cashout is under process now and will be completed within next few days.

Thank you for your patience.
Have a nice day.

Regards,
Support Team,
Eurobets Casino 

Dear AKvegas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly, that your winnings from promotional play have been capped at $100 and additionally, your withdrawal via Bitcoin delayed? I have checked bonus terms and conditions, and this is what I found:

"A maximum cashout of 1 times the bonus plus your deposit applies." (respectively: "A maximum cashout of 1.5 times the bonus plus your deposit applies.")

Please, could you send me a link of the specific bonus that has been offered to you? How much was the deposit that has triggered the bonus? 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

Hi,

This was a no max cash out bonus, it seems as Euronext is in bad financial shape if they Lao were my pay to$100 per ,,,,,

AK

AKvegas, please, could you send me a link of the specific bonus that has been offered to you? How much was the deposit that has triggered the bonus? 

Thank you very much AKvegas for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.

Thank you

Hello AKvegas.

I checked your screenshot, and all seems to be OK.

It is unclear where might be a problem. Therefore, I want to ask Euro Bets Casino representatives to check the case and clarify what happened.

We would like to ask the Euro Bets 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’.

I was able to contact the guy from affiliate team of the casino. He promised me that he would investigate what happened.

Thank you Matej Novota

We would like to ask the Euro Bets 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’.

Hi Matej Novota,

Just an FYI , i just got paid $200 out of the $2691. 

AK 

I'm sorry but still waiting for the casino reply. I hope I would be able to speed up the process.

I have information from the casino that they already paid you next payment, and it should arrive in your account in 7-8 days.

Thank you Matej, I would like to keep it open till i'm paid the balance as of now is still $2491,  at $200 every 3 weeks or so it will take a long time, 

AK 

If you don't mind, I have a better solution. I will close the complaint now as "solved." You will receive an email with a confirmation, and in case of any troubles, you can reopen the complain anytime from that email.  

(It is better than keeping the complaint open for such a long time)

Let me know.

Sounds good, Thank you

After an agreement with a player, we are closing this complaint as "solved."

The player can reopen this complaint anytime.

We reopened this complaint as per the player’s request as he still hasn’t received the rest of the winnings.

Comments from the player:

"This is a continuation of a complaint, Last Moth 4/13 i got $200 out of 2691, Since than nothing"

In this situation, I would like to ask casino representatives to give me a hand and explains to us where is the problem.

We would like to ask the Euro Bets 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’.

I am very sorry, AKvegas, the casino didn't respond to us, and we have no other option than close the complaint as "unresolved."

We can only hope that they will reopen the complaint later and send the rest of the money or at least explain to us what happened.

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 to reach to a satisfactory conclusion

We received the evidence from the casino that money was sent to the player. Therefore we are closing this complaint as solved.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

The player contacted us and wrote:

"Hi,

I am not sure what they sent you , they paid since February a total on $600, the balance is $2091.74 (and send us a screenshot)"

I want to ask casino representatives to clarify what happened with the rest of the money.

We would like to ask the Euro Bets 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. The casino is claiming that the player's winnings were paid in full. AKvegas, could you please confirm it?

Dear AKvegas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will solve your complaint.

Because the casino sent us evidence that they sent the money and AKvegas didn't reply to confirm this, we assume that the money reached him, and we are closing this complaint as resolved.