Europa Casino - Player's account was blocked and winnings were confiscated.

I have not heard anything and your EUROPA CASINO stole £50000 of my winnings after providing all documents. My account has been blocked after depositing and winning legally with no bonus. I am a UK CITIZEN AND PROVIDED ALL LEGAL DOCUMENTS. ITS BEEN 3 MONTHS !!!

Dear Dwaine75,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Europa Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any email from the casino explaining why your account was blocked?

Do I understand correctly that your account was blocked after you provided your identity documents for verification? Does it mean that you did not pass the KYC procedure?

Have you made any successful withdrawals from this casino before?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

It was my first time playing onnthis casino and i made several deposits with a debit card abd declined any bonuses and signed up and played for 7 days. I played while on vacation in the Dominican Republic and gave all my details. But they said i need to provide Dominican Republic id and i explained i was travelling on vacation and a UK CITIZEN. They contacted me by email and said my account was suspended and not explaining anything about my winnings of £50000.

When you signed up for the casino account, which country did you select as your country of residence? Did you use any VPN or IP-masking software while accessing the casino website?

I did not use any vpn or software and selected my country of residence as United Kingdom. But when my account was opened i saw they selected Dominican Republic as per my location. And they let me deposit and play. I provided all legal documentation of id and explained i was on vacation and UK citizen

Can you please forward me any relevant communication between you and the casino regarding the issue with your verification and the suspension of your account? My email address is veronika.l@casino.guru.

I have sent the emails and documents to your email address directly as requested

Thank you very much, Dwaine75, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Dwaine75,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Europa Casino to join the conversation and contribute to the resolution of this complaint.

Hi Peter,

Ill wait for Europa Casino's response,

Thank you

We would like to ask the 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’ which may negatively affect its rating.

Hi Dwaine75,

We are currently discussing the issue by Skype with a casino rep. I will keep you updated.

Hi Peter,

Is there any update from the casino about my winnings ?

Hi Dwaine75,

Let me ask you a question. What address exactly did you use to register in the casino?

My UK address as i was on vacation in Dominican Republic. But when my account was created and i tried to withdraw the funds i saw the casino automatically put my location to Dominican Republic as per my location

Hi, the problem is, when I tried to simulate the same situation, I wasn't allowed to register from any IPs from any allowed country using a UK address. Could you please send me a screenshot of your profile in the casino either here or to my email address (peter.m@casino.guru)? Thank you.

I have no access to my account and didn't take a screenshot. The casino should provide you with this information. I can't even access my account to provide you with this information now.

Any update from the casino ?

Hi Peter,

Any update i haven't heard anything in almost 2 months from either parties involved.

Hi Dwaine75,

I'm still discussing the issue with the casino representative. We should have a conclusion within a couple of days.

Hi Peter,

Any update from the casino ?

I haven't heard anything in 2 months now.

Thank you

Hi Dwaine75,

My last response is from six days ago. Sorry that the discussions are taking so long but there are several issues accompanying this situation. After tomorrow's meeting we should have a conclusion.

Hi Peter,

I look forward to hearing from you after speaking with Europa Casino

Dear Dwaine75,

Could you please send the exact address you used in the casino's registration form to my email address? Thank you.

Hi Peter,

I just sent you an email with this information but i did tell you this over 2 weeks ago. Has there not been any further updates from the casino because i thought there was going to be updates as you said there was a conclusion videocall with the casino yesterday.

Thank you

Dear Dwaine75,

Thank you for your email. We don't know how you managed to register in the casino using your genuine information. According to the casino, this shouldn't be possible either. I'm afraid I won't be able to help you with this one. There are four main points to this:

1. The casino uses an IP block to disable registrations from restricted countries including the UK
2. We tried to register in the casino using different UK addresses (including yours) on several occasions but these efforts always ended up failing
3. Even if the casino was willing to pay you, it would not risk getting in trouble with the UK law by sending you money
4. We were on the player's side many times in situations where a player originally from a restricted country played in a casino but the difference is that they lived in the allowed country long-term and unfortunately, this is not the case

Taking the points above into consideration, I'm afraid there's not much we can do.

Dear Dwaine75,

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.

Considering the facts stated above and that the player has not responded to our messages, we have no choice but to reject this complaint.