Evolve Casino - Player’s winnings haven’t been received yet.

Hallo! Ich möchte eine Beschwerde einreichen. Dieses Casino sagt das sie die Zahlung von 1000 euro schon überwießen haben aber bis jetzt ist nichts eingegangen und ich sollte doch meine bank fragen wo das geld ist.Also langsam habe ich es richtig satt mit den Curacao Casinos.Ich habe täglich mit dem chat geschrieben und jeder will mich vertrösten das es bis zu 10 tage dauern kann aber nicht wenn es angeblich schon überwiesen ist dann dauert es höchtens 2 Tage.Ich habe mal Cahtverlauf und Screenshot hochgeladen. Danke erstmal fürs zuhören.

Me: Why is my 1000 euro withdrawal still not credited to my bank account

15:05

Katy: Hello Rico :)

15:20

Katy: May I have the date, the amount and the id transaction, please?

15:21

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Katy: I must ask you to contact your bank in this matter as it is no longer available to us. We have approved and sent your payment from us. If you contact your bank and ask them to help you, you can always return here later and we will ask our financial department to resolve it with your bank.

15:23

Me: I'm starting to feel cheated, I'm about to report a complaint to Casino Guru.

15:25

Me: DE79 7035 ***4 98

15:26

Me: this is my bank account

15:27

Katy: for our part, the withdrawal has been processed, I invite you to contact your bank to find out more

15:27

Me: That's the kind of story most casinos tell when they're having trouble making payments.

15:31

Katy: Is there anything else I can help you with right now?

15:33

Me: every transfer from home or abroad never takes longer than 2 days and 8 days have already passed

15:35

Katy: Could you please provide to me your bank statement from the 21 till today?

15:36

Katy: It seems like you've left the chat so I'll finish it. Should you have any questions or concerns, please feel free to contact us. I wish you a nice day!

Dear ricomorgner1982,

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,
Complaints Resolution Center

Dear ricomorgner1982,

Have you received your withdrawal from the casino yet?

Hallo! Nein ich habe noch kein Geld von dem Casino bekommen, obwohl sie zu mir gesagt haben das sie es am 22.08.22 überwiesen haben. Mehrfach schon mit dem Chat hin und her diskutiert der zu mir sagte das es bis zu 10 Tage dauern kann, aber das habe ich noch nie erlebt das eine Überweisung so lange dauert. Support erzählt immer das gleiche und eine Betätigung wie eine Quittung bekomme ich auch nicht, dass sie das geld ausgezahlt haben. Ich bin mir sehr unsicher mit dem Casino, ob das nicht wieder eine Abzocke ding wird.

Der Chat schreibt immer das gleiche und wimmelt mich ab!

Me: My money is still not credited to my bank account

Ariana: Hello, I am Ariana. I will be helping you today12:23

Ariana: Hello, welcome to our Live Chat :)12:23

Ariana: Are you referring to a deposit or withdrawal?12:23

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Me: i wait over 14 days12:24

Ariana: Please allow me a few minutes to check :)12:25

Ariana: Are you referring to a deposit?12:27

Ariana: After double checking, I can see that your withdrawal with ID 27181115 has been processed12:28

Me: And why don't I have it in my bank account yet?12:30

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Ariana: It was processed on 22.08, could you please provide me a Bank Statement in PDF since that day?12:34

Ariana: It seems like you are not in chat anymore. I am going to close this chat for now, but when you will be ready to continue the conversation, feel free to reach out here. We are here to help you with any questions! Have a nice day! :)

Hier habe denen schon wieder einen Kontoauszug geschickt und es kommt keine Sinnvolle Antwort.

Me: Mein 1000 Euro Auszahlung sind meinem Bankkonto immer noch nicht gutgeschrieben!

18:02

Katy: Hello, I am Katy. I will be helping you today

18:20

Katy: Hello Rico :)

18:20

Katy: We do not have any german speaking operator available right now. Are you comfortable having this conversation in English ?

18:20

Me: Mein 1000 Euro Auszahlung sind meinem Bankkonto immer noch nicht gutgeschrieben!

18:22

Katy: May I have the date, the amount and the id transaction, please?

18:24

Me: Datum:22.08.2022 13:51 UTC Betrag:1000.00 EUR Zahlung per:Überweisung Transaktions-ID:27181115

18:25

Katy: Could you please provide to me a bank statement from the 22 till today in pdf format?

18:27

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Katy: Thank you

18:30

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Katy: We are really sorry to hear this. We've forwarded your request to our relevant department and we will get back to you.

18:33

Me: But you have already asked the question several times and never received an answer

18:35

Katy: Your case has been escalated to the relevant department

18:37

Katy: Is there anything else I can help you with right now?

Thank you for your reply, ricomorgner1982. Have you made any successful withdrawals before? Do I understand correctly that you have already provided the required bank statement? Have you tried contacting your bank as suggested by the support agent in your first conversation with the casino?

Nein meine Bank habe ich noch nicht informiert und was will die auch machen. Und nein das ist meine erste Auszahlung auf mein Bankkonto.

Hier wieder hin und her geschrieben, aber irgendwie kümmert sich niemand um das problem.

Me: My 1000 euros are still not credited to me!!

15:54

Leslie: Hello

16:03

Leslie: Which 1000€ are you referring to please

16:04

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Me: I've been waiting 15 days for no answer from the casino or from support where the money is

16:08

Leslie: After being processed from our side, it can take up to 5 working days before the funds can reach your bank account. So if nothing is received within 10 days, I invite you to get back to us with a Bank Statement in PDF from date of the transaction to today.

16:09

Me: I have already sent several bank statements and still get no answer and the support always writes the same thing

16:11

Me: The casino does not respond to emails either. This is starting to look like a scam and rip-off to me

16:12

Leslie: could you please send me ?

16:13

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Leslie: Thanks you Rico

16:17

Leslie: Please be informed that we have received your request. We will look into this matter and provide a response as soon as we have performed the necessary investigation.

16:17

Me: Nevertheless, this is not normal because with other providers I wait a maximum of 2 days for my money to be transferred

16:19

Leslie: We apologise

16:20

Me: But I still don't think anyone cares about the problem

16:21

Leslie: It will be check by our relevant team shortly we are sorry that you expirienced bad experience

16:22

Me: Do you know I lost almost 3000 euros with you but not a cent comes back to me when I make a withdrawal.

16:23

Leslie: From our side the withdrawal you are referring to has been sucessfuly process and we will get the issue

16:25

Me: Ok but maybe you chose the wrong bank details

16:26

Leslie: The details are the one that you provided

16:30

Leslie: It will be check

16:30

Me: ok

Heute war das geld auf meinem Konto nach fast 3 Wochen warten.

Awesome news, ricomorgner1982. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.