EuroBets Casino - Výběr hráče byl opožděn.

it has been almost a month and i still have not gotten paid by this casino. This win was from a free bonus but I am a depositor in this casino (I made a $25 deposit in december 2019) and i have sent necessary documents to them. I dont mind much the waiting, its just that they gave me 2 different waiting times, a 7-11 days and then a 3-5 days after that, which completely passed already without any payments given, no apologies whatsoever and no notices of why it didnt happen or when it will happen. If they said 2 months then i would wait 2 months but make sure i get paid at the end of those 2 months is all im saying. After 2 sessions of chats and a couple of emails they have stopped responding.

Anyway, my withdrawal (bitcoin) of only $155 (the maximum withdrawal of said bonus) was processed 06/06/20, to this day 06/29/20 not a single penny has been given. I hope you guys could help. Thank you.

Dear Robert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you have redeemed? Please send me its name or link.  Have you withdrawn any funds successfully in the past from this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

hello and thank you for responding. Sure i can show you the specific bonus since i kept that email. I'll send also an email they sent me asking for my documents. Speaking of which, I just read an email from them sent just recently. This i will send to you as well to the email address you gave me.

The casino's email says, "...we would like to inform you that we have forwarded your account to our finance team for process your cashout so it will be done by starting of new month."

Forwarding my account to finance team was the same thing they told me last time i spoke to them on live chat (that was on the 12th day), they said it would take an additional 3-5 days at that time.

Its obvious that english isnt their first language so i completely understand there will sometimes be some communication issues. Like right now on this recent email for instance, Im not sure if "it will be done" means my withdrawal is just now getting processed & it will finish in start of the month or if im getting paid in the beginning of the month. I guess all we can do is wait and see.

I really appreciate you guys being here to help out. Respect to you and your site and more power to you. Keep up the good work.

P.S. images were sent to petronela.k@casino.guru

Thank you very much Robert for your kind words and for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hi Robert,

I looked at your case and email and understand your situation. I will contact the casino and see if we can speed up the process.

We would like to ask the Euro Bets 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

1 month 4 days. Still no payments or explanations from eurobets. It seems they say the same thing to those who've complained about them on the net. I doubt i'll ever see my winnings. I sure hope i'm wrong though.

Regardless of what happens I would like again to thank you Peter and Petronela. You know i'd easily give you guys a percentage of what i get just to show my appreciation. If they ever pay me that is.

Hi Robert,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter

We were informed by the player that he got paid and the issue was resolved.