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Salutations. My initial amount was 10 euros. After playing the Crazy time between wins and losses I came to have 13.80 euros. After a while I decide to go and play again, I click "ok" to import the money into Crazy time but the app forbids me by sending me an error message saying "contact customer service". I decide to hit the "quit" button to quit the game and my balance disappears. There's no way I can get it back. Obviously, not being able to play, I didn't spend it on bets nor am I in Crazy time. Thank you.

Salve. Il mio importo iniziale è stato di 10 euro. Dopo aver giocato al Crazy time tra vincite e perdite sono arrivato ad avere 13.80 euro. Dopo un po’ di tempo decido di andare a rigiocare, clicco "ok" per importare i soldi nel Crazy time ma l’app me lo vieta mandandomi un messaggio d’errore con su scritto "contattare il servizio clienti". Decido di premere il pulsante "esci" per uscire dal gioco e il mio saldo scompare. In nessun modo riesco a recuperarlo. Ovviamente, non potendo giocare, non lo ho speso in scommesse ne tantomeno sono nel Crazy time. Grazie.

Hello williamduff2005,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Eurobet.it 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? Is the balance visible anywhere in your betting history? Can you please forward it to [email protected]? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, yes my account has been verified for several months having sent the identity card to eurobet. The balance is visible at any time, I sent you an email with a screenshot where you can see that the 13.80 euros are taken from me without me even playing them. I have never spoken to the casino this is my first issue I have with them. Thank you.

Salve, si il mio account è stato verificato da diversi mesi avendo mandato la carta d’identità su eurobet. Il saldo è visibile in qualsiasi momento, le ho inviato una mail con uno screenshot dove si può vedere che i 13,80 euro mi vengono tolti senza che io li abbia neanche giocati. Non ho mai parlato con il casinò, questo è il mio primo problema che riscontro con loro. Grazie.

Hello williamduff2005,

Unfortunately no such e-mail arrived.

Can you please resend it to [email protected]?

Dear williamduff2005,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.