Evobet Casino - Player faces repeated verification requests.

Hello!

I've been playing on Evobet.com for an extended period without winning.

At the end of July, I won, and naturally wanted to withdraw the money.

On July 31, I submitted all the documentation they requested:

- Proof of address

- Proof of ID/PASSPORT

- Proof of bank account

- Proof of the card I used for payment

After a few days, they came back and asked me for proof of all the cards I've used throughout my time on their site:

I supplemented with three additional Visa/Mastercard cards.

Then, I received an email last Wednesday saying that my account had been verified.

I made a withdrawal last Wednesday, and the next day they cancelled it, asking me for a selfie where I've written my name, my personal number, and the site I've played on (Evobet.com).

They have now approved the selfie document and the account should be verified.

I know that the withdrawal I'm about to make won't go through, they'll cancel it again and keep you running around in circles in all possible ways. This loop will not have an end, it will go on indefinitely.

I have been playing for 17 years and for this operator, there are no words.

I won't say more than that, but I am resilient.

I sincerely feel sorry for new players who start playing with these operators, they'll lose their patience and get a very distorted view of how the gaming industry works.

Dear marme,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello!

Yes, I am very well versed in KYC.

However, this is a verification process that the operators handle in different ways. In this case, there is only one goal for this actor, to drag out the process as far as possible to tire the customer.

No, I have not received any answers to this. They also only use standard responses, which makes communication a one-way communication.

They are constantly finding new things to verify which makes this a never ending loop.

Now I'm going to try making a withdrawal as I just got a reply that the selfie verification was successful.

They will 99.9% cancel the withdrawal or it will take weeks to get the withdrawal approved (if it ever gets approved)

@Petronela, do you have any contact with the casino in question?

Thank you for your help!

Hello!

Now I have had a withdrawal of 1000 euros since 72 hours ago.

Just started chatting with them and now they are talking about a "heavy workload" and it may drag on?

This is on a level that is completely unfathomable. I have now been in a process with them for over 18 days. They treat their "customers" like absolute garbage and they really do everything in their power not to pay out profits to their customers. You just feel so sad and helpless. Is an international police report necessary?

I also have a bunch of great tipsters I know on Twitter, should I ask them to smack out info on this? I have every communication with them saved.

Thank you very much, marme, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Evobet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi marme,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Evobet Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify if you have received all the documents required for the verification, was the player's account fully verified already? What are the reasons to keep asking for new documents and delay withdrawals?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

its aldready solved

Dear marme,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru