Evobet Casino - The player's account got blocked.

Issue: account suspended and under investigation due to alleged vpn use

Joined 12/26/21

Alleged date of "VPN use' 12/31 to 1/1/22

Account Verified: 1/2/22

Vpn issue surfaced from chat agent 1/4/22

Casino asked for more docs for final confirmation 1/5/22

VPN issue surfaced again 1/17/22

I have completed verification. I have sent proofs that disproves VPN use and why the ip address they question exists and that is because i was in a nearby hotel 20mins away from my residence. There is a booking confirnation, hotel receipts and official document of hotel stating no VPN. Numerous websites also shows the ip address is not a VPN. There should not be any issue with my account as it was previously verified and documents show no VPN use. LCB has also agreed that with all the documents my account should be verified and they will contact the rep as well.

There is no violation since i did not use any VPN. I submitted docs to prove it.

Hello Ewebgiant,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Evobet Casino. Please allow me to ask you a few more question before we would move forward.

Since when exactly is your account blocked? Did they give out any information regarding the investigation or when should be your account reopen? Do you have any remaining balance or pending withdrawal in the casino?

Also please send any additional relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Yes i have 3599 usd in the account but withdraws have been disabled since Jan 4. I have sent explanation regarding VPN issue last week. They are investigating it. I sent them hotel booking confirmation and receipt and evidence showing the Ip address is not a VPN and the location of the hotel is also in Metro Manila where my verified registered address is. Where do i send the other evidence?

Hello Ewebgiant,

This is my e-mail - nikolas.b@casino.guru. Did the casino inform you about the time frame of the investigation? Maybe the best solution would be only to wait for their investigation to finish. When was the last time they responded to you?

They say i have to be patient and keep on repeating they dont know when the review will be done. I sent proof of no vpn last Jan 17 and account is fully verified.

Hello Ewebgiant,

Could you please forward the evidence you mentioned to my e-mail - nikolas.b@casino.guru so we will have all the proof to help you out when we get in touch with the casino.

Dear ewebgiant,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.