Evobet Casino - Player’s withdrawal has been delayed.

As per the attached screenshots, Evobet has consistently complicated the process of cashing out my winnings. Originally, about a month ago, they informed me that my account was verified. They then asked me to provide a selfie holding a piece of paper and, later, a document to verify my phone number. With all these confusions created by Evobet, including denying a previous withdrawal request due to "technical problems," I finally made another withdrawal request on July 21, 2023, hoping to receive my money within three business days. However, nearly a month has passed since my first withdrawal attempt, and I have yet to receive my funds. So far nothing has been resolved, and I keep receiving the same automated responses via email and chat.

Dear LucasGimenes,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

The 14 days have already passed and to the surprise of zero people, no payment has been made. Attempts to resolve via chat are useless, they always respond to the same automatic message.

Thank you for your reply, LucasGimenes. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

Answer 1: This is the first time I try to withdraw.

Answer 2: Attached is a print of the withdrawal history, even yesterday they canceled the respective withdrawal request and they didn't even notify me, I had to enter the chat and there they told me that they needed another personal verification document (I had already sent CNH, RG and Passport) this even after ONE MONTH WITH THE ACCOUNT ALREADY VERIFIED as they had already said in prints that I gathered earlier. That is, everything that is possible to riot they are doing.

3) I accumulated the balance with the welcome bonus, but I didn't do anything that broke the rules and I only requested the withdrawals after having fulfilled all the rollover and other requirements of the welcome bonus.

Thank you very much for your reply, LucasGimenes. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, when I opened the complaint I sent all the attachments here, but I will send them here again and in the email as well.

NOTE: there are 8 attachments in all, here it is only possible to attach 5, I will attach them all via email.

Hello, when I opened the complaint I sent all the attachments here, but I will send them here again and in the email as well.

NOTE: there are 8 attachments in all, here it is only possible to attach 5, I will attach them all via email.

Thank you very much, LucasGimenes, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you LucasGimenes for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Evobet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter