Eurogrand - Casino, does not pay 260 euros!

Hi Pavelveliky - welcome to ThePOGG.com!

While I understand your frustration at being asked to provide further documentation, if you refuse to comply with security procedures (i.e. won't provide the requested documentation) there really isn't anything I can do to help you.

If you're prepared to provide the documentation that EuroGrand have requested let me know and I'll contact the casino.

Thanks,

ThePOGG

Hi POGG The fact that they do not accept documents, asking more and more, and all this, and for the translation of my name. I sent them 2 times a passport, and scan photos and communal account. Why do I need to send them new documents if I know the answer is going to be one? (Unfortunately we can not accept documents in this form) They found an excuse not to pay winnings. And will be asked to send the documents indefinitely. My login to the casino Pavelveliky. I believe that they are abusing their rules. Thank you!

Hi Pavelveliky,

You haven't answered my question. If you're not prepared to furnish EuroGrand with whatever documentation they request I'm afraid there's nothing I can do for you.

ThePOGG

I am willing to give them a photo with your passport in hand, as they ask, but there is no guarantee that they will not continue asking anything more and take photos. Picture worth the money I spent money on one passport photo and threw the money into the air. Thank you.

I'll contact EuroGrand and see what I can find out. In the mean time I need you to provide them with the ID they've requested.

Thanks,

ThePOGG

I sent them a passport and a communal account yesterday, all scanned documents they received. thank you

Hi Pavelveliky,

Could you provide me with your user name and the email address you use at EuroGrand casino?

Thanks,

ThePOGG

Hello! Yes of course. Login [EDIT] [EDIT]

Hi Pavelveliky,

While I have had a response from EuroGrand, it's not been anything useful.

Have you heard anything further from them?

Thanks,

ThePOGG

Hello! They got me all the documents, but require a photo of me with a passport of a person! I will not send them to this image, it is not a document, they have no right to demand it from me. I believe that this casino is looking for an excuse not to pay players absurd and humiliating requirement. I think you should mention this casino on its website as a problematic! In which it is not recommended to play!

Hi Pavelveliky,

I'm afraid your opinion of the legitimacy of the request for photos of you holding your documents is of absolutely no interest to me. I specifically asked you to comply with the request. If you're not going to do that there's nothing I can or will do to help you as you've just put yourself in the 'high risk of fraud' bracket.

I'll leave this complaint open until Friday the 15th of May. If I have not heard back from you that you've submitted the requested documentation by then this complaint will be closed in favour of the casino.

ThePOGG

Hello POGG! I do not have to send them a photo of a person with a passport! The regulations have requirements only copies of documents. Photography is not a document! I asked to close my casino account and return my deposit. They did not want my deposit back! This proves that this casino was originally not going to pay me anything. Let it be on their honor and conscience!

Hi Pavelveliky,

Actually the you're completely wrong - nowhere in the EuroGrand terms and conditions do they restrict security checks to 'copies of documents'. The relevant terms are included below;

5.2 By agreeing to the Terms of Use You authorise us to undertake any such verification checks from time to time as we may require ourselves or may be required by third parties (including, but not limited to, regulatory bodies) to confirm these facts (the "Checks"). You agree that from time to time, upon our request, You may be required to provide additional details in respect of any of such information You have provided us, including in relation to any deposits which You have made into Your Account.

5.3 Whilst we are undertaking any Checks from time to time, we may restrict You from withdrawing funds from Your Account and/or prevent access to all or certain parts of the Website. Please note that we may from time to time reperform the Checks for regulatory, security or other business reasons. If any such restrictions cause You a problem, please contact Customer Services.

5.4 In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. For this purpose, we will be entitled, at our sole discretion, to require that You provide us with a notarised ID or any equivalent certified ID according to the applicable law of Your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references. Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by You in relation to the Account or we may, where we reasonably believe that deliberately incorrect information has been provided by You, keep any amount deposited on the Account following the closure of the Account by us.

If you're refusing to engage with these requests - which you've made clear you are - this gives a clear indication that you do not have access to the documents that you sent the original copies of, suggesting that these documents were stolen/forged. As such Eurogrand are complying with their legal requirements by not making any further financial transactions to you.

As I said before - you have until Friday before this complaint is closed in favour of the casino.

ThePOGG

Hi POGG! Photos with the passport of a person is not a document!

Notarized ID is a document that they have a right to demand. I asked the casino to bury my account and return my deposit. I'm not going to prove anything to the casino! I wanted to play, if they do not want the players, that is their business. All the best to you! That's my final answer.

Goodbye!

Nowhere in the above quoted term does it state what format the documentation should take. Nowhere does it state that only a photo containing nothing but the document is required. They could ask for an etching of it for all I care. Whether the photo includes your face or not is utterly irrelevant.

As stated previously I consider your refusal to provide such a basic proof of identity highly indicative of your inability to do so.

As such this complaint is 'Found for the Casino' and user Pavelveliky is barred from submitting any future complaints to this service.

ThePOGG