The player from Germany requested a withdrawal. Then her winnings were confiscated because she played with a bonus she was not entitled to. Casino didn't respond.
Evolve Casino - Player’s bonus winnings have been confiscated.
Black points: 36
Amount: €758
Evolve Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
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4 years ago
Translation
Hello, I played in this casino last week and deposited 100 euros twice and used the 100% bonus each time. Now today I received a cashback of 14.65 euros on Monday. I was supposed to implement this cashback 50 times (732.50 euros), which I had successfully achieved. I then made a profit of 870 euros and wanted to have 758 euros paid out to my bank account. According to the terms and conditions, you can have 1000 euros paid out on the cashback, I didn't even have it. Now the entire amount was canceled and everything else was also taken away on the grounds that there was a technical error and that I would never have been granted the cashback. Can that be true? I can't even do something for it and achieve the wagering requirements all day and make a profit and then everything is taken? That's not fair. I can't do anything for such mistakes. And my deposits have been taken without any technical errors.
I ask for a solution 🥺
Kind regards Katja
Automatic translation:
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4 years ago
Dear Katja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Was the bonus given to you by the casino, or did you activate it yourself?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru. I would especially like to see the message where the casino informed you, that the bonus was granted to you by mistake due to technical error.
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
Hello, I sent you the mail from the casino. It would be really great if a solution could be found. Because I met the wagering requirements myself. And only after I made the withdrawal request suddenly a technical error occurred.
Kind regards Katja
Edited
Automatic translation:
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4 years ago
Thank you very much Katja for your reply. 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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4 years ago
Hello Katja.
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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4 years ago
Translation
Thank you so much. I just don't think it's nice that you have to wait so long until all the wagering requirements have been met and then simply cancel the payout and everything else. It would be nice to find an agreement for it.
Edited
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4 years ago
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 Katja.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
jozef.k@casino.guru
