Europa Casino - プレイヤーのバランスが崩れました。

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.

Hola, mi problema es el siguiente, anoche cerré mi sesión con casi 190 dólares y hoy al entrar no había saldo. Me comuniqué con la página y primero me dijeron que lo había gastado todo. Unos minutos después me señalan que yo había realizado un retiro de 50 dólares. El sábado 14 de Marzo, por primera vez entre a la página y como bono de bienvenida me dieron 100 jugadas gratis, más 110 dólares o créditos al depositar 50 dólares. Cuando cerré mi sesión por la noche deje casi 190 dólares y hoy 15 de Marzo no tengo saldo. Las explicaciones son insuficientes. No me jugué todo y no realicé ningún retiro de dinero. Me dicen que retiré con mi  tarjeta, pero jamás puse la forma de retiro de dinero y los operadores te cortan el chat, cuando se quedan sin argumentos.

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

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

Estimado

Jamas se me hubiese ocurrido sacar un print de pantalla, se supone que es un casino confiable.

Deposité usd 50, me dieron el 200%, mas 10 usd, mas 100 juegos gratis como bono de bienvenida

Jugué los 100 juegos gratis, seguí jugando luego un rato mas. Cuando cerré tenía aprox. 190usd, y al dia sigiente cuando abro la pagina 0.

Ellos por chat y por mail me entregan las siguientes versiones:

1 que lo jugué todo (no es verdad)

2 que solicté un retiro de 50usd y por eso perdí el resto (absurdo)

3 que por politicas del casino me devolvieron 50 usd ( cosa que es imposible de comprobar para mi aún). Ademas cual sería la razón, si yo pude  jugar.

Espero me puedan ayudar, no me parece justo, fui cuidadosa al elegir el casino, de acuerdo a las recomendaciones de ustedes, pero parece que me equivoqué

Espero su respuesta

Gracias, saludos

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

Estimado

Jamas se me hubiese ocurrido sacar un print de pantalla, se supone que es un casino confiable.

Deposité usd 50, me dieron el 200%, mas 10 usd, mas 100 juegos gratis como bono de bienvenida

Jugué los 100 juegos gratis, seguí jugando luego un rato mas. Cuando cerré tenía aprox. 190usd, y al dia sigiente cuando abro la pagina 0.

Ellos por chat y por mail me entregan las siguientes versiones:

1 que lo jugué todo (no es verdad)

2 que solicté un retiro de 50usd y por eso perdí el resto (absurdo)

3 que por politicas del casino me devolvieron 50 usd ( cosa que es imposible de comprobar para mi aún). Ademas cual sería la razón, si yo pude  jugar.

Espero me puedan ayudar, no me parece justo, fui cuidadosa al elegir el casino, de acuerdo a las recomendaciones de ustedes, pero parece que me equivoqué

Espero su respuesta

Gracias, saludos

Dear Monica,

Please, could you forward me your game history? My email address is petronela.k@casino.guru. Thank you very much.

Dear

I sent you the history

Estimado

Te envié el historial

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. 

Thank you

Muchas gracias

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’.

The fact that they do not respond does not speak highly of the casino

No habla muy bien del casino el hecho que no respondan

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

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

Estimado Nelly1937,

Pedimos disculpas por las molestias causadas, pero basándonos en el control de seguridad estándar, hemos identificado la necesidad de verificar su cuenta con la siguiente documentación:

• Fotografías de su documento de nacionalidad por ambas caras.
• Comprobante de domicilio (factura u otro documento emitido en los últimos 3 meses donde consta la dirección registrada).
• Copias de la tarjeta utilizada para realizar el depósito (debe ocultar el numero de seguridad en la parte trasera).

Debido a esos requisitos, no teníamos otra opción que reembolsar el depósito, lo que anula las bonificaciones aceptadas.

Esa es una preocupación válida y una decisión comercial que se seña en la sección correspondiente en los Términos y condiciones aceptados por usted.

Al recibir lo requerido, restableceremos la actividad en su cuenta y respectivamente las bonificaciones.

Agradecemos su colaboración de antemano y estamos en espera su pronta respuesta.

Si tiene dudas u otras consultas, por favor infórmenos para asistirle lo antes posible.

Europa Casino

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

Estimados:

Nunca me pidieron esto, pero no importa

Enviaré lo requerido al mail petronela.k@casino.guru . 

Saludos

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. 

perfect, I forward it

Thank you

perfecto, lo reenvío

Gracias

Thank you very much Monica, please keep me informed about any outcome. 

Thank you, I will keep you informed

Gracias, lo mantendré informado

Dear Monica,

Is there any update please? Thank you.

Dear

Unfortunately, the casino has not sent any response yet.

Estimado

Lamentablemente, el casino no envió ninguna respuesta aun

Europa Casino, please could you advise? Thank you.

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!

Estimada Monica,

Le comunicamos que de los documentos proporcionados solo el DNI le fue aprobado. Pedimos amablemente, por favor nos envíe el comprobante de domicilio y la tarjeta acabada a  en fotografías echas con su teléfono móvil o cámara digital, sin editarlas.

Es importante que el comprobante sea emitido en los últimos 3 meses y en la foto de la parte trasera de la tarjeta oculte el numero de seguridad.

Agradecemos su colaboración de antemano!

Dear Monica,

Please provide the documents in best possible quality and as soon as possible. Thank you.

I sent them everything they asked for 2 times

I will send them to you again

les envié todo lo que pidieron 2 veces

Se los enviaré nuevamente

I already sent all the documents again

ya envié nuevamente todos los documentos

Great Monica,

Let’s wait for the casino now.

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!

Estimada Monica,

Le comunicamos que para poder terminar la verificación de su cuenta, debe de enviarnos fotografías de la tarjeta acabada a 9798 y de un comprobante de domicilio. Es importante saber que no aceptamos formato PDF, si no, solo .JPEG. Le pedimos, por favor haga fotos de los documentos físicos y nos las envie nuevamente.

Agradecemos su paciencia y colaboración!

Again, I just sent the requested documentation

I hope they solve it at once, I find that it is already at most.

Thank you

Nuevamente, acabo de enviar la documentacion solicitada

espero que lo resuelvan de una vez, encuentro que ya es como mucho.

Gracias

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!

Estimada Monica,

Nos ponemos en contacto con usted en relación a la documentación previamente enviada. La misma fue revisada por el departamento correspondiente y las fotos de su tarjeta aprobadas.

Por otro lado le pedimos nos envíe nuevamente foto de un comprobante de domicilio que cumple los requisitos ya comunicados:

Documento de color;

Foto de buena calidad;

Cuatro bordes visibles;

Sus datos legibles.

Agradecemos su colaboración!

Dear

I already sent it as requested

Estimados

ya lo envié tal cual lo solicitan

Dear Monica,

Was there any update since you have sent all the required documents last time? Thank you.

Unfortunately no answer yet

Lamentablemente, ninguna respuesta aun

Europa Casino, could you please confirm that all the documents have been received? Thank you very much.

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.

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

No puedo creerlo, lo envié 5 veces, con formatos diferentes, perdón , pero creo que es una excusa para no dar respuesta al reclamo

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?

Dear

I already sent it again and I also sent it to you so you can see that it is completely readable

Thanks greetings

Estimado

Ya lo envié nuevamente y se lo envié también a usted para que vea que es totalmente legible

Gracias, saludos

Thank you very much Monica. I have contacted the Customer Service and I will try my best to help you with the process.

Thank you

Gracias

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’.

Dear Monica,

I received a confirmation from the casino that your funds have been paid. Could you please confirm it? Thank you very much.

Dear

Unfortunately it is not true, my account is at zero

Estimados

Lamentablemente no es verdad, mi cuenta esta en cero

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.

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

Estimada Mónica,

Gracias por contactar con Europa Casino

Nos ponemos en contacto con Ud. para informarle de que el documento debe de ser imprimido en una hoja y sacarle una foto con un móvil o cámara, debido a que no aceptamos capturas de pantalla del ordenador como documento oficial.

¡Esperamos su respuesta!

Atentamente,

Soporte en linea

Europa Casino

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

No entiendo, me llegó un mail donde dicen que realizaron transferencia a mi tarjeta, cosa que aun no puedo comprobar

Y me piden otro documento. No entiendo nada

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.  

Dear Monica,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.