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Eurogrand - not responding to my emails and keep my deposit


Found for the Player - As has become standard practice for the William Hill group, Eurogrand casino have offered no response to this complaint.

Read our EuroGrand Casino Review.

Player's Complaint

Hello, opened account with Eurogrand a week ago. Upon depositing 300 GBP, my account was blocked and I received email that I had to send proof of ID and proof of address. After sending the required documents, Eurogrand no longer responded back. I contacted them 3 times since then but no one has responded back to my emails. There is no phone I can find to call them and the chat is only available if I am logged into my account, which I can't do as it says my account is currently frozen when I attempt to log in. I will be grateful if you could get in touch with them and try to help out. Currently I have sent Eurogrand my ID as well as Bank statement as per their initial email. Thanks

Read the casino review

2 Responses

User icon
December 10, 2018

Hi okapalia5 - welcome to!

Unfortunately you have chosen to play with a group that are routinely non-responsive to complaints submitted to us. The chances of us being able to help you are very low. I'll contact the operator and see what we can find out but you should hold reasonable expectations when it comes to the likely outcome of this complaint.



User icon
January 20, 2019

Hi okapalia5,

Unfortunately, as has become standard for this group of operators, we've received no response what-so-ever from EuroGrand to our repeated efforts to discuss this issue with them.

All we can suggest at this stage is that you contact their UK registered ADR service, IBAS.

Sorry we could not be of more help!


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Okapalia5 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:

  • EuroGrand
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • WHG (International) Limited

December 10, 2018

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