EuroBets Casino - The player's withdrawal is delayed.

Hi there.

I requested a withdrawal over a month ago. And not a word from any of them at eurobets.

it is a bitcoin withdrawal. I sent them my bitcoin address and I just get complete silence.

I made a deposit and in turn win R3674. Ive asked for R3000 and radio silence.

please can you help me.

Regards

Natasha

Hello Tashdavies,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with EuroBets 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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Tashdavies,

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

Hi there

I deposited my own money with a bonus.

I then completed the playthrough required. So the withdrawl is complete without any bonus hanging over it.

Verified meaning?

I have contacted them weekly via email and chat but not response.

Verified means that you have forwarded them your documents in order to verify your identity. This process is mostly mandatory before processing any withdrawal.

Oh ok. I have asked on chat and all over but have not been told where to send anything. Everytime i ask about my money or doucments I "magically" get disconnected from the chat

Thank you Tashdavies for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Tashdavies

I'm Michal and I have taken over your complaint. I have reviewed your case and I have contacted the casino via live chat and I did receive clear answers on how and where to send the required documents for verification.

Q: what is needed to submit a withdrawal by bitcoin?

A: Photo Identity proof, Utility bill and a bitcoin address

Q: where should the documents be sent?

A: support@eurobetscasino.com

Q: OK, and how long approximately will the verification take?

A:  It takes 2 to 3 business days for verification and another 2 to 3 business days for withdrawal processing

You can see the whole conversation in the attached screenshot. So I would kindly advise you to follow these steps.

If you need any more help, do not hesitate to contact me.

Best regards

Michal

Dear Tashdavies,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.