Europa Casino - L'account del giocatore è stato bloccato.

They blocked my casino account with $30,000.15 which I legitimately won over several days. After 3 days that I did not touch the earnings I wanted to go and even the account was blocked. They have no understanding and are borderline raw and nasty, it's a huge monetary sum for me. Help me please!

Ils onts blocker mon compte casino avec 30 000,15$ Que j'ai gagner legitiment sur plusieurs gains en plusieurs Jours. Apres 3 jours que je touchais pas au gains j'ai voulus aller voire et le compte était bloquer. Ils ont aucune comprehension et sont limite brute et mechant cest une énorme somme monaitaires pour moi. Aider moi svp!

Dear jspgangstars,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past and were your winnings accumulated with or without an active bonus, please?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear jspgangstars,

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.

no, I have never withdrawn any winnings before, nor deposit them on this site. It was initially 10 bonus spins and I had increased the winnings enough that it was more bonus money I had to meet the wagering requirements etc.

non j'ai jamais retiré de gains au paravant n'y déposer sur ce site. Cela sagissait au depart de 10 tours bonus et j'avais augementer assez les gains que c'étais plus en argent bonus j'avais respecter les conditions de mise etc.

Do I understand correctly that the entire winnings come from Free Spins only and you haven't placed any real money deposit, please?

Yes have won 10 or 20 dollas after have won 100 and cash bonus is transfert to reak cash after have won multiple shot and lost and won and lost just to go have this money on my account

Thank you, jspgangstars, for your reply. I have checked the general bonus terms and conditions, and this is what I found (here):

"Free Spins Sign Up Bonus – Terms & Conditions

The offer is only available once per player.

Any player found to have opened multiple accounts to claim the offer will not qualify for additional bonuses and their winnings will be void.

Non funded accounts may win a maximum of £/€/$ 100 or Kr./ZAR 500 / or RUB 3000. Any funds exceeding this amount will be void at the point the account becomes funded."

Please understand that if you have never deposited any funds into your casino account and your entire profit was accumulated from Free Spins solely, you are entitled to a maximum cashout of €100. Please try to request a new withdrawal in this amount and keep me informed.

Dear jspgangstars,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.