The player from Germany had her account locked by EUSpielothek, which prevented gameplay and withdrawals despite confirmed deposits. She provided all necessary documents and received an escalation notice, but did not receive any responses for over a week and could not access her €1750.52 balance. We attempted to gather more information from the player but did not receive a response within the given timeframe. Consequently, the complaint was rejected due to insufficient information.
EUSpielothek Casino - Player’s account has been closed.
Amount: €1,750
EUSpielothek Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
EUSpielothek has locked my account, preventing me from playing games and making withdrawals—without any explanation in the email.
Only after I reached out did the casino request, one week after my deposit via SOFORT, a bank statement proving the funds were debited from my account.
The funds were debited on 24.06.2024. I have been in contact with the casino since 28.06. They have received all necessary documents, and the ticket was "escalated" over a week ago. Since then, NO ONE has responded. I send daily emails, and no responses have been received.
In the live chat, I receive the same response after several hours: "Request has been forwarded."
Summary:
Funds were verifiably debited from my account.
Account still not usable. Current balance is €1750.52.
Withdrawals not possible.
Games not possible.
Login still possible.
Support has provided NO EMAIL RESPONSE for over a week.
Live support is useless.
Automatic translation:
Public
Public
5 months ago
Dear ElkosMED,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
5 months ago
Translation
The money is immediately credited to my EuSpielothek account. It is not a payment service provider that receives the money, but the casino directly!! So it has arrived!
Yes, and what kind of help will this be?
Automatic translation:
Public
Public
5 months ago
Dear ElkosMED,
Can you please forward any communication with the casino so far regarding this matter to nikolas.b@casino.guru?
