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Hello.

seeks good advice / experience in similar.

Created me and deposited DKK 500 at eucasino. Got a bonus of the same amount and then played my roll up to DKK 16,000. The bonus was released below.

after a few days I withdrew the money. In the meantime, I submitted documents, ie passports, etc., which were approved.

I then received gd an email in which they canceled my payout. They sent an email shortly after that they had approved a payment of DKK 1,500, which is also stated in my payment history.

in the email about the cancellation they wrote that the money was sent back to my account…

The process itself is strange in itself, but my account is at zero and they do not respond to any inquiries. Neither live chat nor email. The place is approved by the authorities and you must log in with easy ID, etc. ……

Regards Casper T *******

Hej.

søger gode råd/erfaringer inden for lignende.

Oprettede mig og satte 500 kr. ind på eucasino. Fik bonus på samme beløb og spillede herefter min rulle op på 16000 kr. bonussen blev herunder frigivet.

jeg trak efter nogle dage pengene ud. I mellemtiden indsendte jeg dokumenter dvs pas osv., som blev godkendt.

Jeg modtog så g.d en mail, hvori de annullerede min udbetaling. De sendte så kort efter en mail om at de havde godkendt en udbetaling på 1500 kr, hvilket også fremgår af min udbetalingshistorik.

i mailen omkring annuleringen skrev de at pengene var sendt retur til min konto…

Selve forløbet er i sig selv underligt, men min konto er i nul og de svarer ikke på nogen henvendelser. Hverken livechat eller på mail. Stedet er godkendt af myndighederne og man skal logge på med nem-id osv……

Mvh Casper T*******

Dear caspertannebaek,

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. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear caspertannebaek,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.