The player from Germany had a €400 withdrawal pending after he had deposited €20 and won €480. The Casino had cancelled the payment claiming that he had played a restricted game. The player had argued that he played the restricted game after he had completed the bonus wagering and requested the withdrawal. After multiple attempts to communicate with the casino, we had received no response. The complaint was marked as 'unresolved' due to the casino's lack of cooperation. We had advised the player to contact the responsible gaming authority, Antillephone N.V. (Curacao), for further assistance.
Evolve Casino - Player's winnings were confiscated over playing a restricted game.
Black points: 55
Amount: €400
Evolve Casino
Safety Index:Above averageSafety Index
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6.6
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
The situation is as follows: I deposited €20 with a bonus and won €480 by playing non-prohibited games. I had €400 pending withdrawal, but they cancelled it on the grounds that I had inadvertently played a game listed as prohibited with the remaining €80. I find it utterly unacceptable that I didn't receive any money at all. The chat personnel told me there's nothing I can do about it, the money is gone. It's always the same, every time I win, they always find some excuse. And to think I am a regular customer at this lousy casino.
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1 year ago
Dear Horno12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.
Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino? Do I understand correctly that the casino claims that your winnings were confiscated for playing a restricted game after the bonus wagering was completed already and you had a pending withdrawal?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Yes, hello, first of all, thank you for the answer, I made a deposit and played up to 510 in one game, which is not forbidden. Because there was a €20 bonus, I only had 480 in the payout, i.e. I lost the rest of the €10 bonus after 2 or 2 After three hours I decided to withdraw so that was all real money. I then had 400€ in the payout via litcoin and played with the remaining 80€ and played a game that is forbidden, it's completely out of the blue why they just paid me out have deleted it is unbelievable what the operators are doing with the people here, I haven't done anything illegal, it's all legal, how can they just do it when I'm in the payout when there was no money in the account, only they say 80 euros, it's forbidden to play the game That's not entirely accurate 🤯🤯🤯🤯🤯🤯AND THAT WAS ANOTHER SALES-FREE BONUS THAT'S HOW THEY ADVERTISED IT I DON'T UNDERSTAND THE THINGS THEY'RE GOING TO DO I made another payout yesterday that hasn't been processed yet but the 400 suddenly went away 😂😂😂😂😂😂😂😂 no, this is not my first bonus and I could always pay out no man would only be advertised via email, pay everything without any turnover and you can have the winnings paid out at any time😴😴😴😴😴😴 you would It wasn't pointed out that the game is forbidden, they do that specifically🙏🙏🙏That's what I get as an answerHello Christian,
We confirm receipt of your email,
Please note that your last withdrawal request was canceled because you violated our Terms and Conditions by playing a banned game, namely "San Quentin xWays".
We invite you to take a look at your betting history on 09/02/20236 at 5:45pm CET to find the €0.40 bet you made.
We warmly invite you to read more carefully our Terms and Conditions available on our website in order to avoid a similar situation in the future.
We understand your frustration with your withdrawal, but this decision is final.
Thank you for your understanding.
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1 year ago
Thank you very much, Horno12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Evolve Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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1 year ago
Hello Horno12,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I have some additional questions. Was the bonus from which you gained your winnings offered to you via email or you have claimed it in your casino account? Did you claim any other bonus after you submitted your withdrawal request of the €400? Were the winnings from the bonus converted to real money balance and you continued to play which funds that looked like real money in your casino balance?
I will contact the casino to see if I can help.
We would like to invite Evolve Casino to join the conversation.
Dear Evolve Casino,
Can you please provide more information as to why was the player's balance confiscated? From the information the player has provided, It looks like the initial bonus wagering conditions have been fulfilled and the winnings should have been considered as real money. The bonus terms and conditions should not be applicable for real money play. Can you please shed more on this matter?
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1 year ago
Translation
So I received an email deposit €20 and play all turnover for free then I only played 2 games that were not forbidden and from that I scored 520 I then let out €480 20 were blocked I then played the rest completely away was zero because I had the stupid idea of canceling the payment again in order to use another payment option. I then paid out €400 per litcoin and had the rest of €80 on it where I accidentally started playing 40cents in one game, well, yes It was already announced that nothing further will happen because the casino is in the way, I think everything is for nothing from the 400 they only left me 20 € I gambled it of course 😁🤣🤣🤣🤣🤣🤣 I should have just left the 480 € I would have gotten it well stupid and every time they come to me I would have played the forbidden game with all the money even though the payout was €400 and the rest 80 on it the €400 payout didn’t even take a few hours to process but the 70€ that I later won days really strange the whole thing
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1 year 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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1 year ago
Translation
If nothing comes out of the shitty club anyway, they can close it, but I still thank them for their help
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1 year ago
Dear Horno12,
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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
