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Public complaints: Euro Palace does not pay my winnings

Topic created on 13th Aug. 2017 | Page: 1 of 1 | Answers: 0 | Views: 2,997
Lippak

Euro Palace does not pay my winnings

13th Aug. 2017, at 05:53 pm CEST#1
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I have won 4000 euros at Euro Palace.I have sent all the documents needed for the withdrawal by e-mail.Since I canceled my credit card with which I deposited, I could not photograph the card.In order to prove that I am the owner of the credit card, I sent a photo of the letter (on which the first 6 and the last 4 digits were read) that I received from the bank with the other documents by e-mail.I also sent the confirmation of my cancellation that I received from LBB Bank by e-mail.I received the following e-mail.

"Thank you for your email.

You have received this email in response to your inquiry.
This should fit for payment. If we need more information from you, we will send it to you.
Please feel free to contact us if you need more information or have any questions.

Best Regards"
I have been waiting for payout for a couple of days.I asked via Live Chat if the money has been transferred to my account or if they still needed any document.I received the email below;
"You have received this email in response to your withdrawal request.
Thank you for sending your documents and congratulations on your great win.
These are currently still with our security department for review.
Please feel free to contact us if you need more information or have any questions."

Best Regards
I have received several emails from the vendor with which they acknowledged receipt of my documents.They wrote that it could take up to 72 hours to process.I received an email on 07/25/2017;
as we have not received any of the required Verification documents yet, we have transferred your withdrawal amount back to your casino account. Once we have received and approved your documents, you will receive your withdrawal without delay.

You can send us these documents as follows:

• Upload your documents in the casino software. Click on Upload My Documents after you have logged in

• Scan the documents and send them by email to credit@casinodesk.com

• Make a digital copy of your documents and send them to credit@casinodesk.com

NOTICE: Your information will be kept strictly confidential and strict non-disclosure agreements apply to employees who have access to your information.

If you should have any further questions, please contact our customer service department via our toll-free telephone numbers"
I am suffering from gambling addiction.I was planning to minimize my loss before I completely stop gambling (Exactly why I cancelled my credit card).Now I have 4000 Euro more loss because I gambled all the money away.
Also, my request for self-blocking was denied. I have turned to the MGA. The Provider probably made fun of the MGA by sending an e-mail to the MGA as proof that my claims are not correct. The funny thing is that the e-mail they sent to the MAG clearly proves that I am right.
Further to the below case, please be informed that we have received information from the representative of Digimedia Limited (europalace.com) who have informed the MGA that your KYC request was extended on the 20th July, the reason was because the withdrawal was EUR4,000 and in accordance with the remote gaming regulations when the amount exceeds the EUR2,300 the request has to be extended.

You have returned all the documents except for the cad copies requested, below you will also find their communications advising regarding this matter :
Lippak
Thank you for your e-mail.

You have received this e-mail in response to your request.

This should fit for the payment. If we need more information from you, we will send it to you.

Please feel free to contact us if you need more information or have any questions.

Best regards

Daniela
Casino Customer Service
We promote responsible gaming.

Hours

Customer service is available at different times depending on the language you wish to contact us in:

German
Our friendly customer service is available, 7 days a week, 24 hours a day g

English
24 hours a day, 7 days a week Lippak

They have also informed us that you still need to provide them with an explanation regarding the Retain card and also to send them the card copies requested. Due to the fact that you have not complied and also not provided an explanation, the withdrawal was refunded to your account and you was also notified/explained of every step taken by the operator.

We therefore trust that the case is closed.

This post has been translated automatically

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