The player from Bavaria had used a wager-free bonus, won, and had requested a withdrawal. After some gameplay and cancelling the withdrawal, he had secured a withdrawal of 1800 with approximately 1600 left in his account. The casino had eliminated the bonus alleging he had overly high stakes and only credited him with his initial deposit of 45 Eur. The player had provided evidence disputing the casino's claim and we had attempted to mediate the situation by contacting the casino. However, due to a lack of response from the casino, we had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We had suggested the player to contact the Antillephone Gaming Authority for further assistance.
Evolve Casino - Player’s winnings were confiscated.
Black points: 226
Amount: €3,000
Evolve Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 months ago
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4 months ago
Translation
I was playing with a wager-free bonus, then after winning, I requested a withdrawal and eliminated the bonus. The bonus amount was also deducted, after which I continued to play. Occasionally, I would cancel the withdrawal and ultimately managed to secure a withdrawal of 1800, with approximately 1600 still left in the account. Now, the bonus has been eliminated because supposedly I played too high, which isn't true. What can I do about this? They only credited me with my initial deposit of 45 Eur.
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4 months ago
Dear KingOfJungle,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Evolve Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify when you deposited in the casino and when the excess winnings were removed from your casino balance?
- If you have a screenshot or a link to the specific bonus you activated and played please share it here as well.
- If there is any other relevant communication between you and the casino, please forward it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
Translation
I paid in on December 5th. at 8:35 a.m., 45 euros with a 100% wager-free bonus. I was told that I had played too high in the game Sugar Rush Christmas at 10:47 a.m. However, this is not comprehensible in my betting history. Screenshots have been saved and I will send them to you by email, thank you very much
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4 months ago
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I think there is a misunderstanding here, which can happen, but they refuse to review this decision again and when I asked where I could turn, I was told there was nothing more I could do, which I found to be very unfair because I... I am not aware of any guilt. I know the rules there because it is my regular casino. It's a shame that 3000 euros causes such a problem
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4 months ago
Thank you very much, KingOfJungle, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Hi KingOfJungle,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Evolve Casino to join the conversation and contribute to the resolution of this complaint.
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
Hi KingOfJungle,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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