Eurolotto - and problems with cash out

Ruling

Resolved - Both Eurolotto Casino and the submitting complainant have now confirmed that this issue has been resolved.

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Player's Complaint

Hi there,

I have a problem with Eurolotto....

I have been playing there for a long time, and never had any problems.

I always used my Mastercard for deposit und Trustly for withdrawal, which was the only option there for withdrawal.

When I won there a few days ago, I wanted to cash out, but when choosing Trustly and entered my bank account, I was told, that my bank is not supported for Trustly and I couldn´t go further.

I thought this was a mistake and tried again, but still didn´t work.

After contacting chat support I was told that there are technical problems, which should be solved within a short time.

So I thought, let`s try again gambling, and lost all.

So I deposit again and won about 228€ and wanted to cash out, what still was not possible.

After I have speaking with my chat agents, I got one agent who was very good one. He seems to be really interested and wanted to solve my problem.

After a while they said, the only way to cash out is on a skrill account, which I had, but never used it all. So I searched my password and E-Mail adress at Skrill loged in and gave them the proof of my skrill account with a screenshot. They also told me, that the payment will be made manually so it could take a bit long, than usual.

So I waited now for about a week and still nothing happend. Went back to chat where I was told, the cash out was made on the 20th of this month. The guy also wondered why I didn`t receive the payment, because Skrill works very fast.

Then they asked me, if my Skrill account is veryfied, because it seems that the payment has been denied,but I´m not exactly shure.

So I sent another screenshot where was written, that my Skrill is verified.

Somehow I have got the feeling, that they are stalling me, because I asked for an ID of the payment, which I didn`t get, with the reason that only the head of payment department has it and he is off.

Maybe you could do something, I would be very gratefull

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