Home Complaints Evobet Casino - Player’s winnings have been canceled.

Amount: €162

Evobet Casino - Player’s winnings have been canceled.

Evobet Casino
3.2/10 Very Bad reputation
Submitted: 26 Nov 2020 | Unresolved : 15 Dec 2020
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

76 days ago - 15 Dec 2020

The player from Portugal has been accused of dishonest gaming activity by using Martingale. The casino refused to pay her winnings out and even deleted her game history.

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I was left with my entire balance after claiming that I played with the Martingale system! Although I never read about it, it turns out that, in the blakjack game, I lost and doubled the bet but never went on doubling until I won. He did this 3, 4, maximum 5x and if he lost he would give up. So I didn't follow the rule. Besides, my moves were not always like that. I entered thousands of euros in that casino without ever having won anything, on the day I ask for a € 35 withdrawal (yes, € 35 !!!!) they do not approve the withdrawal and withdraw my entire balance (total € 160, I had deposited € 135 ). This is stealing to me! I lost over € 3000 at this casino, PLAYING! I lost them ... Now take the balance from me so I don't! I'd rather lose € 1000 than gambling than take out € 160 for false claims! Besides, they erased all my history !! How can I now prove that I haven't always played like this? They claim that I played in all Blackjack games.

Automatic translation
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Dear Maria,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I understand your frustration. I checked the casino’s General T&Cs and I found this:


"12.12 If, in the Company's sole determination, the Player is found to have cheated or attempted to defraud the Company, in any way including but not limited to game manipulation, using strategies (e.g Martingale, Anti-Martingale system) aimed at unfaithful winnings or payment fraud, or if he / she makes untrue and / or malicious comments with regard to the Company's operation in any media or forum, or if the Company suspects the Player of fraudulent payment, including use of stolen credit cards or any other fraudulent activity (including but not limited to any chargeback or other reversal of a payment) or prohibited transactions (including but not limited to money laundering), the Company reserves the right to publish the Player’s actions together with his / her identity and e-mail address, as well as to circulate this information to banks, credit card companies, and appropriate agencies. Furthermore, the Company may close any accounts and forfeit any account balances that the Player has with the Company

We reserve the right to void and withhold any or all winnings made by any Player, where we have reasonable grounds to believe that the said Player is acting or has acted in liaison with an attempt to defraud or damage the Company and/or the Services and/or the Platform in any way."


I would like to emphasize, that according to our Fair Gambling Codex, https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns, we consider cases in which casinos use the rules such as Martingale to confiscate player's winnings to be unfair.

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

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Good morning Kristina,

I have already sent all the conversations and emails I exchanged with them.

In online chat almost nothing, send to email ...

The only email response was to practically stick that term in the email and dispatched. They never answered me again.

Automatic translation
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Thank you very much Maria for your emails. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Hello Maria.


I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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We would like to ask the Evobet 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’.

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Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.




Dear Maria.


I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 


Best regards, Jozef

Casino.Guru