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EUSlots - Account Blocked with Funds
Ruling
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.
Read our EUSlot Casino Review.
Player's Complaint
I made a deposited with a debit card, played and won. I proceeded to complete all verification checks which I passed but when I requested a withdrawal, it kept being cancelled.
I contacted customer support saying they can't cash back to a bank card, which is not the case. They wanted me to make another deposit with a different payment method, wager x3 and then cash out. I've come across this tactic before so when I refused, they simply shut my account.
I don't have access to my winnings or the account now. Live chat won't help me as my account is blocked and I have to reply via email. They keep saying they're looking into it. Just to be clear, bank cards were available when withdrawing. Even so, it's not fair to refuse a withdrawal and expect players to make another deposit.
This is a common tactic used by casinos to make you deposit once again. I've contacted the MGA who have referred me to this site.
3 Responses
Hi Rejected,
I'm following-up on the above?
Thanks,
ThePOGG
Hi Rejected,
If we haven't heard from you by Friday the 5th of May we will assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
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Agreement
Rejected consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- EU Slots
- Malta Gaming Authority
- N1 Interactive Ltd
March 27, 2023
Hi Rejected - welcome to ThePOGG.com!
Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/
To summarise.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Firstly - when did this issue occur?
Secondly - payment issues can occur for a variety of reasons, which is why all gambling operators include in their terms of use the right to pay via alternative payment methods.
Where a new payment method needs to be activated, it is standard for the payment provider to require a deposit be made, before they'll accept withdrawals from a gambling operator. So what you describe at EUSlots is not unusual where there is a problem with processing a payment to a particular withdrawal method and need to activate a new payment method.
However, where this circumstance arises, you should not be asked to complete additional wagering on any deposits made to activate the payment method. This however is likely a misunderstanding with customer support.
Thanks,
ThePOGG