EUSpielothek Casino - Il conto del giocatore è stato chiuso.

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.

EUSpielothek sperrt das Konto für Spiele und Auszahlunge - ohne Begründung in der E-Mail.

Erst auf Kontaktaufnahme von MIR - verlangt das Casino nun nach 1 Woche der Einzahlung per SOFORT einen Kontoauszug dass das Geld bei mir abgebucht wurde.

Die Abbuchung fand am 24.06.2024 statt. Seit dem 28.06 stehe ich mit dem Casino in Kontakt. Die haben alle Unterlagen erhalten und das Ticket wurde vor über 1 Woche "eskaliert" und seit dem meldet sich NIEMAND mehr. Ich schreibe tägliche eine E-Mail und es erfolgt KEINE Antwort mehr.

Im Live-Chat erhält man nach ein paar Stunden immer die selbe Antwort; "Anfrage wurde weitergeleitet".

Fazit;

Geld von meinem Konto wurde nachweislich abgebucht.

Konto immernoch nicht nutzbar. Aktuelles Guthaben 1750,52€.

Keine Auszahlung möglich.

Keine Spiele möglich.

Login aber weiterhin möglich.

Support KEINE ANTWORT MEHR PER E-MAIL seit über 1 Woche.

Live Support unbrauchbar.

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

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?

Das Geld wird mir Sofort auf das Konto von EuSpielothek gebucht es ist kein Zahlubgsdienstleister der das Geld erhält sondern das Casino direkt!! Demnach ist es angekommen!

Ja und was wird das jetzt hier für eine Hilfe?

Dear ElkosMED,

Can you please forward any communication with the casino so far regarding this matter to nikolas.b@casino.guru?

Dear ElkosMED,

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.