The player from Italy wanted to play Live roulette, however, her funds disappeared without any explanation.
Eurobet.it Casino - Player’s funds disappeared.
Amount: €35
Eurobet.it Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Gabriella
Unregistered user
Public
4 years ago
Translation
Good evening,
on 08/12/2020 I entered the Lightning roulette live roulette with the entire balance of 35 euros, I left after a while because I didn't find any game opportunities. When I left my balance was zero and the 35 euros were not returned to me, as of 10/12/2020 my balance is still zero. I wrote several emails, tried to contact the assistance number 06/90251550 but nobody answers anything. They only answered me when I had to load the bill for the first time then nothing more. Could you please help me? I release my contacts for any info you would kindly like to give me about the management of the above mentioned problem.
Thank you in advance for your kind attention.
gmail: ***@gmail.com
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Dear Gabriella,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you didn’t place any bets intentionally? Could you please indicate whether those €35 were your own deposited money? From your screenshots, it seems that you have a bonus balance of €5. Did you claim any bonuses?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Gabriella
Unregistered user
Public
4 years ago
Translation
Good morning Kristina,
First of all, thank you for your kind attention. I deposit 40 euros via paypal, immediately after the deposit they gave me a bonus of 5 euros without my requesting it. I have played live roulette several times and between winnings and losses my balance has dropped to 35 euros. When I entered the live roulette referred to in the attachment previously sent to you, I entered as an amount all my balance of 35 euros that I have not played, I have not placed any bets as there are, according to my strategy, the playing conditions. So I left roulette and the 35 euro balance I had not wagered was not returned to my gaming account, which currently only contains the unsolicited 5 euro bonus.
Cordial greetings
Gabriella
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Thank you very much Gabriella for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Branch Operations Lead
Public
4 years ago
Hello Gabriella.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Gabriella
Unregistered user
Public
4 years ago
Translation
Good evening,
I have not been contacted by any Eurobet support consultant.
Automatic translation:
Public
Gabriella
Unregistered user
Public
4 years ago
Translation
Good evening,
I wanted to inform you that today after 11 days the balance of Eurobet has been returned to me.
Thank you very much Casino Guru for your attention and for resolving my case.
Cordial greetings
Gabriella
Automatic translation:
Public
Branch Operations Lead
Public
4 years ago
Hello Gabriella.
I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.
Please, do not hesitate to contact us in the future.
Best regards, Jozef
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