EUSlots - Written Off Funds
Found for the Casino - This player has provided incorrect information about their residence at point of sign-up and as such their account is considered void.
Read our EUSlots Casino Review.
Soo where do I start, I guess by saying I’m a British passport holder, but I reside in the UAE. I come across this website not to long ago whilst I was working in Germany I accessed this site from my phone and I must say the platform itself was amazing offering a lot of slots from many providers, so I deposited some funds and began to play after a few deposits I hit a mediocre win and decided to call it a night and cashed out 200 Euros.
Over the next few days I deposited and played some more, on my last deposit I accidently clicked the deposit bonus and received an extra 25 Euros on top of my 50 euro deposit but this wasn’t the issue as I hit a good win, as I went to cash out I noticed that I had to wager 875 Euros to cash out, so I began to play and ended up hitting the wager and had around 700 euros in my account so I decided to cash out. After waiting a day of hearing nothing of my cash out being approved, I received an email asking me to add documents to verify my Identity. So I added my Passport along with a utility bill of my issues within the last 90 days that clearly had my name and address ( my house in the UK ) at this point I wasn’t aware that the site didn’t accept users that reside in the UK. So I messaged the live chat and asked for an update on my cash out. I was told at this point that we cannot verify your documents as you reside in the United Kingdom. I immediately replied and said no I am a UAE resident and live in the UAE, the document I sent was just of the house I own in the UK as I thought they just wanted a letter with my name stated. So at this point I sent over straight away my UAE residency visa, along with my Residency ID Card but didn’t have a utility to hand with my name and address as I was away for work, I was then told no problem just send all these documents over and you will receive and email shortly. As you can guess I received nothing, so the following day I managed to get hold of a bank statement with my name and address issued within 90 days as requested. I then informed the Live chat I will be adding this to the my documents Page and was told “great, someone from our team will contact you as soon as possible, but thanks for confirming”. Later that night I reverse my withdrawal and play some more as the cash had just been sitting in the account.
So I managed to get my balance up to around 830 Euros, I was planning to play down to 800 euros and cash out again as I had sent all the documents requested. Then BOOM! As I made my next spin after 830 Euros, 600 euros was taken from my balance, I was shocked and was scared I clicked a 600 euro spin, so I immediately contacted the Live team once again and ask what IS GOING ON?? I was then told that the funds had been written-off from account as I am a british citizen, I then battled back with yes but I reside in the UAE and have sent all the proof stating this as requested. I then sent all the documents over to the staff on the Live chat and asked them to send over to the department as at this point none of the Documents on the website had been approved just in the pending “status”. I was then told once again someone will email you from the team with an update on your request by tomorrow, I then asked do you advise me to play with the funds that are left in the account as there was still 196 euros remaining I was then told ( I have screen shots of every single chat ) “You are more than welcome to play if you are a UAE Resident” unfortunately I didn’t get very far with that remaining balance but that’s not the issue here I understand the ways of gambling!
So I wait the whole of the next day for this so called department and receive nothing, again I speak to the Live chat team, “hey can you help and give me an update on my request” I am then told “sorry what request” I then see the same staff member online from the Live chat who dealt with me the previous day and ask to be transferred as she will be able to help more. Once I am transferred, I am then told again “you are a British citizen your funds were written off as they were illegally won, we have left the funds you have deposit in the account but you played them ( 196 Euros ) so this is not our problem” at this point I was not happy as one I was not informed that this was my deposit money that had been left in the account and secondly I was clearly told “ If you are a UAE resident you are more than welcome to play” which I am and I had sent full proof of this so I gathered there would be no issues! So this continues with me battling with the live chat staff sending over the same documents again and again, then was told my request had been transferred over to admin team you will receive an email as soon as possible.
You can guess again I didn’t receive nothing, so I messaged the live chat each day and they said please be patient someone will email you regarding this. After four days I logged into my account and see the balance of my account showed 150 euros, I then opened the live chat again and asked for an update and what this 150euros was as the total owed to me which was so called written off was 630 euros. I was then told that after the review by the admin they have given back 150 euros to withdraw and then will close my account after the withdrawal had been processed, as you can imagine I wasn’t happy and refused to do so and demanded they sent the remaining 430 euros as this is what I had won! I also said to them you know you are in the wrong and I am right because if I was wrong you wouldn’t have even refunded the 150 euros they where just trying to give this and hope I would take it and go but I’m sorry this is not the case as I had clearly won these legally as I am a UAE resident, I was also playing in Germany so I have every right to play(Plus I have spent over a week of my time talking to the Live chat staff getting documents over and sending them repetedly). I was then told my requested has been transferred and I will be contacted via email. The next day I still hadn’t received no email and from this day I have not received a single email regarding my case from any member from the EUSLOT team apart from conversations with the live chat team. My account has now been closed and I really need to know what I can do from here!
I would like to know what we can do to 1. Retrieve back my 430 euros that were un-ethically /un-fairly written off, and 2. make other players aware of this shamble of a website because what they are [EDIT]. As I stated have screen shots of everything from live chats to my balance at 830 and then how it immediately dropped to 190 along with all the screen shots of my bet history. I can also supply you with my residency documents and any thing else you would like me to send.
I’m sorry for the long message but just wanted to share every step with you guys so you can feel my pain too! This has now come down to principle as well as the funds owed to me and I will not stop until this case is solved!
Look forward to your reply and hope you guys can help me from here,
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