Europa Casino - Player’s struggling to pass additional account verification.

They had no problem paying me out 1500.00. My ID was accepted and now that i have won big I sent in my Id and adress and void cheque they have been approved but they want me to hold id to my face when i do this they way they want they say id is to small to read and now wont approve me . I think im being ripped off

Dear Andrea,

Thank you very much for submitting your complaint. I can only imagine how frustrating it might be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

As I said and shown you they have accepted my ID and my address and my Bank info and my credit cards. If all those are accepted and they released my money before i won big. But now that I won big they wont release my cash. How does that make any sense

Dear Andrea,

Some casinos require additional verification with higher wins just like the banks need more information when transferring higher amount. Please cooperate with the casino fully and there should be no reason to delay your withdrawal. 

Thank you very much Andrea for providing all the necessary information. I will now transfer 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.

Hello Andrea.

I have checked your photos, and they look OK for me (but I am not a specialist) but maybe they just want to be sure. (but 30 is too much) Best is always cooperate with the casino. Provide them with all the necessary documents as soon as possible - the time is also essential. 

But in this case, I want to ask casino representatives to give me a hand and explain where is the problem.

I hope you were flagged for some random check (which are necessary, same as on airport. The security team time to time choose somebody for more in-depth inspection)

Now they accepted my id and address but are saying i had a screw up with instadebit i changed my account i thought there payment went through but it didnt but right away i cleared that mess up with instadebit. Now instadebit say my account is in perfect standing but europa casino says it not and that i have to talk to the revelant people i ask who and they wont say

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’.

Hi,

Thanks for your patience,

The following case is already closed,

Andrea please confirm funds received.

Europa Casino

Andrea, can you please confirm that case is closed?

Well they paid some money but not all they say I have to Waite 30 days before I can receive more

Hello Andrea,

Probably they cannot send you the full amount because of monthly withdrawal limit which is €9990.

Could you please tell us how much money you received so far?

Dear Andrea,

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 reject your complaint.

Because Andrea didn't respond to our message in the given time-frame, we assume that money was paid and we are closing the complaint.

The player can reopen this complaint anytime.