Evolve Casino - Player’s attempts to close the account have been overlooked.

I was a player at another casino of the company : Mountberg (Lucky Luke, Lucky Fortune, Viggoslot, Banzai....). I lost a lot of money, and had gamble issues, so I asked them to close my account. They did close as I requested them with no other notice.

They continue to send me advertising for casinos and their other casinos too. I create an account on Evolvecasino2.com

I deposited a lot, and didn't withdraw. I ask many times to close my account. They never wanted me to leave and forced me to stay with "gifts" : free spins, bonus cash...

They took advantage of me, and everytime I asked them to close my account they wouldn't accept it and keep doing this.

This comes against the rules of the right of self exclusion and against gamble aware rules your licence is claiming to protect.

I managed to have my account closed after many emails, chats and demands, and had to refuse their last attempt to make me stay (50€ cash).

I wrote to the casino on the 24 april to aks them a full refund of my deposit since my demand of february asking them to refund me : 5349 euros

I deposit on their website : 55k Euros

They never reply to me.

They only send me an email that confirms that my account is closed.

I contact Antillephone and so far no reply or confirmation...

Dear Tamera,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Please, let me explain to you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with a gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

If there’s any relevant communication that would prove that you have informed the casino about your gambling problem, please forward it to petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

Hello

thanks I’ve send my emails with some explanation and screenshot of email. So far no reply from the casino.

Thank you very much, Tamera, for your email. Do I understand correctly that you have sent your first request for the account closure, stating that you lose too much money on the 19th of October, 2021? Have you sent any other requests later, making it more clear that you suffer from gambling addiction, please?

Hi

thanks for your reply

I’ve send you by mail all the history that show that I’ve ask several times the wish to close definitely and forever my account.

you can see that they didn’t respect any of my wish and offer 0 help and took advantage of my weakness and addiction several times. And of course they never respect gambling law and terms about it and not their own terms that state that an account can be closed with a simple email, which I did many times.

thanks

Thank you, Tamera, for your email and recap of all the events. Unfortunately, still, the only request that I found from you to casino is the one from the 19th of October 2021 without a proper explanation of why you wish to close the account (please understand that you didn't request self-exclusion due to a gambling problem).

translated:

I have checked the terms and conditions on the website, and this is what I found:

"6. Responsible Gaming

6.1 The player may choose at his discretion to limit the amount that is allowed to deposit during any day period selected. If the player reaches this limit, he will not be able to deposit in the time period selected, until the set-day limit passes.

6.2 The player may at his discretion choose to limit his ability to access the Account (log in) for 30/days in which the account will not be accessible again.

6.3 The player may choose to limit his ability to access the Account (log in) for a time period of his choice, during which his account will not be accessible and the remaining funds will be frozen. The player will be able to use them after the expiration of the time period defined or he can request to be transferred back to his bank account.

6.4 All limitations mentioned above can be set by the player through the account ‘Cashier’ ‘Limits’ section on our portal.

6.5 Any self-exclusion request would be valid for the brand the player is currently a member of www.evolvecasino.com only and does not include other sites operated by us.

6.6 All restrictions and exclusions shall immediately become effective upon inserting and confirming the settings in his account ‘Cashier’ ‘Limits’ section on our portal. If the player wishes to remove a restriction or a limit set by him, he will have to request a new limit in "Cashier" "Limits’ section in our portal and such change shall take place after 24 hours after the request has been received by the Website support."

Could you please advise if you have specifically mentioned a gambling problem when communicating with casino or tried to set limits inside your casino account as described in T&Cs?

Looking forward to hearing from you.

Hello

thanks for your reply.

yes i mention them when I closed my account on lucky Luke on of their others casino.

they knew about it and accepted to close my account.

and they contacted me few days after to promote Evolve.

As you can see on my message I was desperate and told them « I’m tired of loosing » « I cannot continue » Also to my demand on chat I told them that I lost a ton of money on their website due to depression (I have a serious illness)

their reply by mail (I provide you a copy) and they said « we understand that you feel desperate »

it’s clear that they were clearly aware of that.

as you can see they never dis something.

And in French my mail cannot be translate in an other way than permanent closure.

Also i would like to add that I’ve repetitively ask to close and at no time they accept or did something or respect the gambling aware.

also I’m exclude of gambling in France but as Mountberh casino are operating illegally they don’t care and don’t check that.

i hope you can help and understand.

thank you

I did use the limit on the casino myself and they can confirm.

but they keep sending me bonus and had to increase deposit so the limit was always removed. The website doesn’t offer any exclusion

I agree with you, Tamera, on many points. However, please understand that if you haven’t specifically requested self-exclusion due to gambling problem, we have no solid ground to support your case.

Once again, closing account permanently is not the same as requesting self—exclusion due to gambling problem. In order to have this applied successfully, both parties (player + casino) have to agree about it. Indirect claims (e.g. "I’m loosing too much money", "I’m tired", "I cannot continue") are insufficient.

For future references, when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

_________________________________________________________________________________________________________________________________

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Evolve Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

_________________________________________________________________________________________________________________________________

Please send another email to support@evolvecasino.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hi

I’ve send you other emails about that did you got them? In France the terms and difference are not that and ANJ (French gambling commission) talk about closing account forever.

I’m going to send my email for refund to the casino again.

Also no one is talking about the fact they are making breach of licence on making false claim of beeing a legal casino in France when they have a Curaçao licence which I saw state that they cannot operate in france…

also I don’t have access to history of chat so how can I provide more proves ? They know that and their behavior also proves that!! they send me the gamble aware email about gambling issue after closing my account is that a proves ? Cause they clearly state about gambling issue and exclusion also says that I have to contact others casino to be exclues for my addiction.( I can translate with google if you need)

when I closed lucky Luke account they send me a promo for evolve and now after closing my account for evolve they sent about Cabarino…

thank you

Dear Tamera,

Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules. 

Could you please advise when exactly you received the abovementioned email from the casino and if your account got reopened after that? Looking forward to hearing from you.

Hi

i received that on April when I asked them on chat that I refuse their 50€ bonus to make me stay and to close my account forever for gambling issue. I’ve send you the copy of the email

Was your account reopened afterward?

I install an app who blocked me to go on casino website so I don’t know

If your account remained blocked after the casino informed you about this fact, I would consider this issue to be resolved. As I mentioned earlier, if you wish to self-exclude in any casino, please make sure that you communicate the gambling problem clearly and keep the evidence of it.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello

ive Send you proves that the casino know and influence me to make me deposit.

how is that normal ?

If your website can help others in same case why you cannot for me.

if you won’t help I will take a lawyer.

that’s unfair and really count on you to have my money back from those scam people

Dear Tamera,

Have you deposited any funds into your account after April (after the confirmation email about self-exclusion)?

Hi my last demand is from February and and yes I deposit the amount I’ve claimed here. I’ve send you proves of my demand and their message that they forward my demand to their service.

thanks

But you haven't accessed your account and deposited any funds after April 2022, is that correct?

Hi,

To resume : I ask them to close my account definietly for gamble issue on october and february.

They don't accept and offer me bonus.

I contact them everyday on october to make them close my account, and they finnaly did.

They didn't refund my money from the day I ask them to refund.

One day after closing my account for gambling issue, they send me an add for an other sister casino, and make me deposit money again.

If you watch the french casino forum (soscasino), they are used to do that and exploited french gambler and refused to close account of people with gambling issue.

Thanks for helping

I do understand that receiving a bonus offer after your account was successfully self-excluded is not ideal and under some Licenses, even unacceptable. Unfortunately, if your account hasn't been reopened afterwards, we can't really punish the casino.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi

i don’t understand your reply. As I state the casino receive multiples times demand for closing my account and they know that I was addicted because I was exclude from their others casino (sister casino from the same brand)

the bonus offer was made every time to make me stay playing and with help I got to manàge to have it close on April.

it legitimate to ask them a refund for all deposit made from my official last demand of refund wich was February.

I tried to have my problem solved here, but if you cannot I will took a lawyer because I’m tired of casino making money illegally with licence not authorized in France and making profit on people addiction.

this brand has so much people on the same case of me.

i also found out the owner are on money laundering case of the article of follow the money.

I’m a victime and won’t let them get away with my money they took in illegally way and white illegal activities.

so I’m taking this case to court.

regards

Dear Tamera,

Please understand that this gambling establishment operates under Curaçao License and there is no such thing as a sister casino when it comes to self-exclusion. If you inform one casino about your problem, it doesn't necessarily mean that you will be protected somewhere else.

Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello

its the same company name on the gaming licence « Mountberg »

That might be true however, it doesn't mean that if you self-exclude in one casino you will be protected in any other. I'm truly sorry, but we are unable to help you with this case any further. I can suggest contacting the Licensing Authority certria@gaminglicences.com if you are not satisfied with our decision. Nevertheless, I would like to emphasize that it is necessary to request the self-exclusion directly in each casino if it's not written in the T&Cs that it would be applied throughout the entire platform.

Please let me know if you need any help with contacting the Licensor.

Hi,

Thanks for your reply. I understand that it require a professionnal way like an attorney to solve my case. I find the best one, and with all communication, and data I provide my case if a good one.

Antillephone never replied and I've send more than 5 times my complaint and even reach the company registred for the casino (operator)... No one seems to care, so I let the justice do the work, and it will be in Curaçao for Casino + Licence provider Antillephone and Cyprus for owner with an other attorney.

Thanks for your help

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.