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Besides that, they hold a certificate from eCOGRA, which proves that these guys have no problems with card shuffling.
There is also no reason to be afraid of hackers and other bad guys. SSL encryption technology securely protects your private information. Customer Support : The support team is accessible via live chat, phone, and email from to Pff, what if we have an urgent question at 6 am?
Such incompetence…. So, if you have any urgent issues at 6 am, you can check their FAQ section - it is rather useful, and you may be able to solve your problems on your own.
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After they did so, the casino stopped responding and the complaint remained unresolved. Show 1 similiar complaints with black points in total 39 for this casino.
The player was self-excluded in William Hill Casino for over five years when he opened an account at Eurogrand Casino, which was also a part of the William Hill Casino's group.
Unfortunately, no one was able to help him to get his money back even though they let him make a deposit, play, and win. No more information is available.
Black points: 0. The casino blocked the account of the self-excluded player after he had already made three deposits.
His winning was confiscated and his deposits were not returned. In this case, the casino was obliged to return to the player his deposits.
Casino should've refunded the player and implement much better self-exclusion policies. Show 1 similiar complaints with 0 black points in total.
Black points: 50 for this casino. Fraudulent activity on the player's accounts. The player complained his account was used for a multiple unauthorised transactions to Eurogrand Casino.
He prevented the casino about the situation but the casino was not replying. His bank confirmed he was a victim of a fraud.
In this case, we would advise the player to contact the bank to prevent such situations. Funds confiscated, miscommunication between the player and the casino.
The player registered a real money account, won some money, asked for a withdrawal, was asked to send the necessary documents for the security verification.
There were issues with the documents delivery and after the documents were at last received, the player's balance on the account was reset without any explanation.
Just the accusation of having breached the terms and conditions was not considered legit according to the player. The communication between the player and the casino was ineffective and they were not able to reach an agreement.
No more update since then. Black points: 25 for this casino. Casino reopened his account and let him play.
In this case, it is hard to say who is in the right. Player did not understand what he wanted from the casino. All his winnings were paid without problems but after a while, he realized that he had made more deposits than what he won and wanted to get returned everything back claiming he had self-excluded himself from the group of casinos the EuroGrand belonged to so they shouldnt've had allowed him to open a new account in the first place.
The only thing we can say in this case is that this casino needs to improve its self-exclusion policies. No reaction from the casino.
Show 2 similiar complaints with black points in total 75 for this casino. Black points: 80 20 for this casino. The player tried to withdraw money from her account but EuroGrand Casino delayed the payment of her winning.
The player won some money in EuroGrand Casino. She had to wait for one month before getting her money. All this time the casino has not responded to her emails, used strange apology and created problems for her.
This was not what we expected from a casino that was 12 years on market. Eventually, the money returned to her casino account.
Black points: 39 9 for this casino. The player didn't receive her bonus. She contacted the casino via live chat and they informed her that there was no such kind bonus available.
Complaints on related Mr. Green Casino Same management but different owner. The player's account was closed due to an accusation of being a professional gambler.
Tobias, a 70 years old retired doctor, had his account closed and the casino accused him of being a professional gambler.
There is no further information on this case and it remains unsolved. Marilla's withdrawal was denied due to unknown reasons. The player, Marilla from Holland, lived in Germany with her German partner and they shared this account together in the German version.
When they broke up, Marilla moved back to Holland and opened a new account. The casino never provided any proof or reason what did the player do to get her account closed and they recommended her to contact the MGA Malta Gaming Authority and she did just so.
There had been no update on this case. Black points: 31 7 for this casino. Extremely long withdrawal process that led to the account closure because the player used a foul language on the casino's representative.
Later on, he had lost his patience and used a foul language on one of the casino's representative. Shortly after that, he apologized but his account was closed including with his money and a count of free spins.
The case remains unresolved. Black points: 23 5 for this casino. The player failed the document verification due to not being able to provide her photo ID card.
Barjongar wanted to receive her winning, but first, she was asked to provide some documents for verification.
Since she didn't own a passport or the driver license, she provided her disabled person bus pass, a blue badge scheme parking badge, her birth and marriage certificate instead.
The casino didn't accept these documents and asked her for a proper ID that includes her picture. There is no further update provided about this case.
Complaints on related William Hill Casino Same management but different owner. The player's account was under the investigation.
The player was accused of bonus abuse and multiple open accounts at the casino's sister sites. The player played and won with bonuses and a real money multiple times.
When he tried to make a withdrawal again, his account was already closed. Then he started receiving emails from different casinos that belong under the same group that he won't be receiving any more bonuses from them.
The player became confused because one of these casinos was still paying him his winning. When the player contacted ThePogg, they explained to him that it meant that he had multiple opened accounts with these casinos which also meant that he was taking advantage of multiple bonuses.
This case remained open due to no proof was provided by the casino. Black points: 45 for this casino. Complicated verification and withdrawal process.
After a number of years of not using her account, Sophie decided to reopen it and start using it again. She had a number of issues reopening it and asked many live chat representatives for help.
Every time it would get reopened, she tried to make a deposit with a new card as the old ones were expired already, the account would get blocked.
Then she spoke with another representative which one of them was a manager named Michael and he told her that Sophie had to undergo additional security checks.
Three days later, Sophie was informed that she passed the check and was able to deposit money and play. Soon after that, Sophie's account was closed and a chat representative told her to wait hours for a check-up.
This action repeated itself a few more times but it didn't get resolved. No further update ever since then is available.
Read more on: casinoaffiliates. Black points: 74 18 for this casino. The casino closed the player's account permanently. When they tried to log in to the account, it was closed.
The casino informed the player that after their security check and their previous transactions, they decided to close the account permanently.
The player didn't know which previous transactions could've caused them this response, but they asked for the refund on the deposit.
There is no further information on this case. Show 3 similiar complaints with 1, black points in total for this casino. The player didn't receive her winning because she wasn't employed at the moment when she requested a withdrawal.
The casino asked her to send in documents for verification. She sent those documents but they asked for an additional document of proof of her income.
Since she was a student at that time, she didn't have those documents. The casino advised her to send her parents proof of incomes, so she did.
But still, the casino kept asking for her proof of income. In the meantime, she got employed and sent her proof of income to the casino.
After that, she was asked to translate the document and get it notary verified. She did so too, sent the documents, but the casino said that her income was not enough for her level of play.
Alina became very frustrated and was looking for any kind of help. There is no further update on this case. Black points: 37 for this casino.
Player's account was closed without an explanation. A player from Belarus had his account blocked without any explanation.
He then contacted the support for an explanation and was asked to provide documents and photos of him for his account verification. When he sent those about ten times within one year, he would receive the same answer from the casino that they were still verifying them.
The only thing that the player wanted was for the casino to reopen his account. Ever since then, there's no further information available. The player didn't receive his winnings because his withdrawal was sent to security check with no update ever since.
When he requested a withdrawal, that was when all the problems started. The chat representative informed him that if he wanted to withdraw his winning through the payment method he chose, Quickcash, he needed to make a deposit to that account and he would receive a code which he would use for a withdrawal.
After the player followed these steps accordingly, the new problem begun. His withdrawal was sent to security and he needed to wait from hours.
Jamew18 asked to speak with the manager but the manager just confirmed these steps. The player went to the William Hill Casino personally just so he could prove his identity and that those winning did belong to him.
The casino representatives refused to tell the player anything. There is no update ever since. Delayed withdrawal process.
The casino told the player that the whole processing would take from hours but five days later, no money was received.
The player did provide the casino with all the documents that were needed for their account verification so that wasn't the hold-up. There is no further information available ever since then.
After the player requested a withdrawal, her account became blocked. Sophie decided to reopen her account and once she requested a withdrawal after she won, her account got blocked.
When she contacted the casino for an explanation, they asked her to wait few more days. Eleven days after that, her account was still blocked.
No other details are available and the complaint remains unsolved. The player complained about never receiving their winning and the casino claimed that they already sent the winning to them.
The player from Mexico requested a withdrawal of their winning but didn't receive it. The casino claimed that they did send the winning to them already.
The player told the casino that they also checked with the bank and they confirmed that no money was received. There is no update on this case.
Show 5 similiar complaints with black points in total for this casino. The player experienced a technical glitch while playing a game of roulette.
The player played a game of roulette and experienced a technical problem. When the player informed the casino about that, they asked them for proof.
They deposited more money, just to give the casino a proof, and took screenshots of the issue and sent it to the casino.
The casino responded that there was no problem with that game, so the player deposited more money, won, but lost again due to the same problem.
The player also mentioned that they had a problem to sign in to the account and didn't know how to play all their games either. A player, Tammy, tried to receive her "invite a friend" bonus but was unsuccessful.
The player, Tammydoll from New Zealand, tried to receive a "refer a friend" bonus. She invited a friend, had a proof of the invitation, but she didn't receive the bonus.
After she contacted the chat, they informed her that they couldn't find any information linking her friend to her referral. Tammy was disappointed and thought it happened due to a technical glitch.
Natalie has not been credited her winning due to the technical issue that happened while she played a slot game.