The player from Germany had had issues with her casino account after she moved and didn't update her address. This had resulted in problems with payment verification and her withdrawal request had been declined. After she provided proof of address and made multiple attempts to contact the casino, her address was updated and verification was completed. However, her payout was still pending. We had advised her to wait for 14 days for the payout to process. Eventually, she confirmed that she had received the money, resolving the issue.
Evolve Casino - Player's withdrawal denied due to address change.
Amount: €190
Evolve Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Evolve Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Hello,
I recently moved and completely forgot to update my address at the casino. This has now become apparent due to an extra verification of my method of payment. I don't really have an issue with this.
What does concern me is that I have complied with the casino's demands multiple times, and have sent an email with proof of address, account information, old address, and new address.
I have been repeatedly told to wait and that someone would soon get back to me. Yet, I haven't received any response to this day! My withdrawal has been declined and the money won't be paid out until these changes are made.
Could you please assist me?
Best regards.
Automatic translation:
Public
Public
10 months ago
Hello Jeanny13,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Evolve Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Is it only the address you need to verify or any other documents as well? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello,
the casino has changed the address and verification is complete! However, the payout is still open. Please do not close this case until the payment has been made.
Thank you
Automatic translation:
Public
Public
10 months ago
Hello Jeanny13,
Please be sure to wait 14 days for the payout to arrive. Let us know in case of any update or if the money would arrive.
Public
Public
9 months ago
Dear Jeanny13,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
