Evolve Casino - Player’s unable to self-exclude.

1½ month ago, I came clean to my family that I had a gambling addiction.

This issue begins with me trying to limit how much I can deposit. However, this just for the sake of me writing this complaint, it have been fixed.

Anyway, since it did not work for limit the deposits, I realized that I should selfexclude instead. I went to the support, who asked me to email someone (and this part is strange, WHY can not the support agent do this to start with?!)

Anyway, I sent an email and got a response that it had been forwarded to the casinos security department.

I am still not selfexcluded. And I have deposited around €10000 on this casino since my selfexclusion.

Curacao license seems to have been changed ruing the last year,

Dear christofferc,

Thank you very much for submitting your complaint. I am terribly sorry to hear about your issue. Please allow me to ask you a few questions so I better understand the situation. Have you contacted the casino since your first request to close your account? Did you mention your gambling problem to the casino at any point you played there? Did the casino request anything from you to proceed with your request?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Hi! Thanks for swift response. I asked them to permantly close my account.

I've checked my email, and I cannot find anything at all from them, more than the response that my request had been forwarded to the approiate department.

As it turns out, it's about words communicating with this casino.

They see a difference between close my account permantly. When i again logged in to the casino, and actually told them about addiction, they closd my acocunt directly.

However. Question is still valid. If a player requests permant closure of their account, the most serious buisnesses would ask "why". Instead, they told me to hold on for the correct department.

TLDR: If i would had said addiction in chat, the account would have been closed directly. If you are a bit more swedish, and just ask for permanent account closure, this casino does not see any reason to stop you from playing. Which is weird according to me.

I do not think this is a fair behavior.

Thanks for your comment, christofferc.

I agree, the ideal situation would be the casino would ask for the reason for the closure of your account.

What a player can do if they're unhappy in the casino: Closure of the account or self-exclusion, that's the two basic choices.

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

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes only under particular circumstances. In the case of self-exclusion, if the casino failed, a player may ask for a refund.

I am sorry but it's common that casinos won't act and you will not be protected unless the gambling problem is explicitly mentioned in your request.

Also, self-exclusion might be handled by a different department other than the main support, as they might not have the corresponding privileges to act.

Now that your account is self-excluded, let me know if I can assist you any further.

Dear christofferc,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.