EuroCasino - Spillerens konto er blevet lukket, og penge tilbageholdes.

Dear The GURU,

I ask for your help in resolving the dispute with Eurocasino (BML Group Limited, License Number MGA/CRP/108/2004).

Despite providing all the requested documents, the casino continues to hold my balance.

Verification of my account has already been completed on October 19, 2023, and after that I did not play. But on October 20, 2023, the casino sent me a message about the need for re-verification. During the inspection, the casino insisted on providing a document (utility bill) certified by an Irish notary or an authorized Irish lawyer.

Due to my move to Portugal and the unreasonableness of the repeated verification, I had objective difficulties in providing the requested document. The casino has repeatedly notified me that after providing a certified document, my balance will be paid.

On December 04, I sent a utility bill to the casino's email address, certified by an authorized Irish lawyer. Later, I sent the above-mentioned scanned document. Thus, I have fully fulfilled the casino's requirement!

Despite this, on December 06, I received a message from the casino about a business decision to block my account. The casino pointed to clause 8.1 of the terms and conditions, according to which the casino has the right to refuse to open an account for any reason. Please note that I am not asking to activate my account - due to the fact that I live in Portugal, it is impractical, since the casino does not operate in Portugal.

I insist on paying the funds received from the games during my stay in Ireland.

Also, in case of unilateral account blocking, the casino is obliged to fulfill its obligations properly - to pay the balance to the player.

I completed the complaint procedure - the complaint was sent to the casino on 12/19/2024, but the casino continues to adhere to its position and refuses to pay my balance in the amount of 31,610 euros.

I'm asking you to help me get my balance.

Dear spravedlivyj199,

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. 

Do I understand correctly that you were asked to submit the document in October last year but only provided it to the casino recently, this December?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Dominika! Yes, the request for a document certified by an authorized Irish lawyer was received about a year ago.

Initially, I did not see the feasibility of re-verification the next day after receiving the email about the successful completion of the verification. Later, in addition to the above reason, I did not have an objective opportunity to provide a document - I moved from Ireland for personal reasons.

I have repeatedly informed the casino about this and asked for the opportunity to send me an alternative document.

As a result, the requested document was submitted to the casino.

Correspondence with the casino has been sent to dominika.l@casino.guru .

I hope for your help.

Dear spravedlivyj199, after further reviewing your case, we apologize, but we are unable to assist you with your request. Due to the significant time that has passed since the verification request you described, which was over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.