The player from United States is complaining that her balance disappeared after she has logged out from her account. We ended up rejecting the complaint because the player has stopped responding to our messages.
Europa Casino - Player’s balance has disappeared.
Amount: $190
Europa Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.5
Europa Casino has a Safety Index of 9.5, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello, my problem is the following, last night I closed my session with almost 190 dollars and today when I entered there was no balance. I contacted the page and they first told me that I had spent everything. A few minutes later they point out to me that I had made a withdrawal of $ 50. On Saturday, March 14, for the first time I entered the page and as a welcome bonus I was given 100 free plays, plus $ 110 or credits when depositing $ 50. When I closed my session at night I left almost 190 dollars and today March 15 I have no balance. The explanations are insufficient. I did not risk everything and did not withdraw any money. They tell me that I withdrew with my card, but I never put the withdrawal form and the operators cut off your chat, when they run out of arguments.
Automatic translation:
Public
Public
4 years ago
Dear Monica,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you have any screenshots showing $190 in your balance or game history which you could forward to petronela.k@casino.guru? Additionally, please send me a link of the specific bonus that you have redeemed. 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
Public
Public
4 years ago
Translation
Dear
It would never have occurred to me to print a screen print, it is supposed to be a reliable casino.
I deposited usd 50, they gave me 200%, plus 10 usd, plus 100 free games as a welcome bonus
I played all 100 free games, I kept playing later for a while. When I closed it was approx. 190usd, and the next day when I open page 0.
They chat and mail me the following versions:
1 that I played it all (not true)
2 that I requested a withdrawal of 50usd and that's why I lost the rest (absurd)
3 that for casino policies they returned 50 usd (which is impossible for me to verify yet). Also what would be the reason, if I could play.
I hope you can help me, it does not seem fair, I was careful when choosing the casino, according to your recommendations, but it seems that I was wrong
I am looking forward to your response
Thanks greetings
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear
It would never have occurred to me to print a screen print, it is supposed to be a reliable casino.
I deposited usd 50, they gave me 200%, plus 10 usd, plus 100 free games as a welcome bonus
I played all 100 free games, I kept playing later for a while. When I closed it was approx. 190usd, and the next day when I open page 0.
They chat and mail me the following versions:
1 that I played it all (not true)
2 that I requested a withdrawal of 50usd and that's why I lost the rest (absurd)
3 that for casino policies they returned 50 usd (which is impossible for me to verify yet). Also what would be the reason, if I could play.
I hope you can help me, it does not seem fair, I was careful when choosing the casino, according to your recommendations, but it seems that I was wrong
I am looking forward to your response
Thanks greetings
Edited
Automatic translation:
Public
Public
4 years ago
Dear Monica,
Please, could you forward me your game history? My email address is petronela.k@casino.guru. Thank you very much.
Public
Public
4 years ago
Dear Monica,
Thank you very much for your quick reply. I contacted the casino regarding your problem. Hopefully, we will receive a response soon and sort this case to your satisfaction.
Europa Casino, thank you in advance for your assistance.
Public
Public
4 years ago
We would like to ask the Europa 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’.
Public
Public
4 years ago
Translation
The fact that they do not respond does not speak highly of the casino
Edited
Automatic translation:
Public
Public
4 years ago
Dear Nelly1937,
We apologize for the inconvenience caused, but based on the standard security check, we have identified the need to verify your account with the following documentation:
*Photographs of your nationality document on both sides.
*Proof of address (invoice or other document issued in the last 3 months where the registered address appears).
*Copies of the card used to make the deposit (you must hide the security number on the back).
Due to those requirements, we had no choice but to refund the deposit, voiding the accepted bonuses. This is a valid concern and a commercial decision that is indicated in the corresponding section in the Terms and conditions accepted by you.
The deposit was refunded, and we informed on 15th of March via email about the Internal decision.
Upon receiving the required, we will restore the activity in your account and respectively the bonuses.
We appreciate your collaboration in advance and are looking forward to your prompt response.
If you have questions or other queries, please inform us to assist you as soon as possible.
Europa Casino
Public
Public
4 years ago
Translation
Dear Nelly1937,
We apologize for the inconvenience caused, but based on the standard security check, we have identified the need to verify your account with the following documentation:
- Photographs of your nationality document on both sides.
- Proof of address (invoice or other document issued in the last 3 months where the registered address appears).
- Copies of the card used to make the deposit (you must hide the security number on the back).
Due to those requirements, we had no choice but to refund the deposit, voiding the accepted bonuses.
This is a valid concern and a commercial decision that is indicated in the corresponding section in the Terms and conditions accepted by you.
Upon receiving the required, we will restore the activity in your account and respectively the bonuses.
We appreciate your collaboration in advance and are looking forward to your prompt response.
If you have questions or other queries, please inform us to assist you as soon as possible.
Europa Casino
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear:
They never asked me for this, but it doesn't matter
I will send what is required to the mail petronela.k@casino.guru .
regards
Edited
Automatic translation:
Public
Public
4 years ago
Dear Monica,
Thank you very much for sending all the required documents, but you need to send it to the casino. Here is the email address: support@europacasino.com. I’m sorry, but I can’t forward them to the casino, as they content your personal information. Thank you very much for your understanding.
Public
Public
4 years ago
Translation
Thank you, I will keep you informed
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear
Unfortunately, the casino has not sent any response yet.
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear Monica,
We inform you that of the documents provided, only the DNI was approved. We kindly ask, please send us the proof of address and the finished card to photographs taken with your mobile phone or digital camera, without editing them.
It is important that the voucher be issued in the last 3 months and in the photo on the back of the card hide the security number.
We appreciate your collaboration in advance!
Edited
Automatic translation:
Public
Public
4 years ago
Dear Monica,
Please provide the documents in best possible quality and as soon as possible. Thank you.
Public
Public
4 years ago
Translation
I sent them everything they asked for 2 times
I will send them to you again
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I already sent all the documents again
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear Monica,
We inform you that in order to complete the verification of your account, you must send us photographs of the finished card to 9798 and a proof of address. It is important to know that we do not accept PDF format, if not, only .JPEG. We ask that you please take photos of the physical documents and send them to us again.
We appreciate your patience and collaboration!
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Again, I just sent the requested documentation
I hope they solve it at once, I find that it is already at most.
Thank you
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear Monica,
We will contact you regarding the documentation previously sent. It was reviewed by the corresponding department and the photos of his card approved.
On the other hand, we ask you to send us a photo of a proof of address that meets the requirements already communicated:
Color document;
Good quality photo;
Four visible edges;
Your data readable.
We appreciate your collaboration!
Edited
Automatic translation:
Public
Public
4 years ago
Translation
Dear
I already sent it as requested
Edited
Automatic translation:
Public
Public
4 years ago
Dear Monica,
Was there any update since you have sent all the required documents last time? Thank you.
Public
Public
4 years ago
Europa Casino, could you please confirm that all the documents have been received? Thank you very much.
Public
Public
4 years ago
Dear Monica,
I have been informed by the casino, that the documents that you have provided are incorrect. Please try to send a different photo of a proof of address that meets the requirements already communicated:
Color document;
Good quality photo;
Four visible edges;
Your data readable.
Thank you.
Public
Public
4 years ago
Translation
I can't believe it, I sent it 5 times, with different formats, sorry, but I think it's an excuse for not responding to the complaint
Edited
Automatic translation:
Public
Public
4 years ago
I’m very sorry Monica but I have my hands tied. Do you have anyone in your family who would help you with the documents?
Public
Public
4 years ago
Translation
Dear
I already sent it again and I also sent it to you so you can see that it is completely readable
Thanks greetings
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Monica. I have contacted the Customer Service and I will try my best to help you with the process.
Public
Public
4 years ago
Unfortunately, I haven’t received any update yet.
I would like to ask the Europa 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’.
Public
Public
4 years ago
Dear Monica,
I received a confirmation from the casino that your funds have been paid. Could you please confirm it? Thank you very much.
Public
Public
4 years ago
Translation
Dear
Unfortunately it is not true, my account is at zero
Edited
Automatic translation:
Public
Public
4 years ago
Monica, I’m very sorry to hear that. Unfortunately, there’s no other way for me to help you at this time, only to wait again for the update from casino.
Public
Public
4 years ago
Translation
Dear Monica,
Thank you for contacting Europa Casino
We contact you to inform you that the document must be printed on a sheet and take a photo with a mobile phone or camera, because we do not accept screenshots of the computer as an official document.
We wait your answer!
Sincerely,
Online support
Europa Casino
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I do not understand, I received an email where they say that they made a transfer to my card, which I still cannot verify
And they ask me for another document. I do not understand anything
Edited
Automatic translation:
Public
Public
4 years ago
Dear Monica,
The only obstacle now between you and the verified account is one missing document. Please provide the POA (Proof of Address) document as soon as possible. You have provided it many times in the past, but the format was always incorrect. That document must be printed on a sheet and take a photo with a mobile phone or camera. Do not send screenshot of the document from your phone, it won’t be accepted, and you will never be able to complete KYC account verification. Screenshot are not accepted legally.
So once again, print the document which proofs your address, take a picture of it with your phone and send it to casino.
