The player from Germany had been playing at Evolve or Viggoslots and was denied withdrawal after playing slot games following the cancellation and deduction of a bonus. The casino gave the reason as a supposed bonus buy of €84 which the player denied. The player's account was fully verified and he had previously successfully deposited and withdrawn funds. The casino claimed the player ignored bonus conditions, but the player insisted he played outside of the bonus. The player had been unable to provide a full betting history as the casino did not allow for it to be downloaded or sent via email. We tried to contact the casino for further information but received no response. We had marked the complaint as 'unresolved' and advised the player to contact the responsible gaming authority.
Evolve Casino - Player's withdrawal has been denied.
Black points: 97
Amount: €900
Evolve Casino
Safety Index:Above averageNo reaction policy, passive regulator
UNRESOLVED
Case summary
Hello,
I have been playing at Evolve or Viggoslots for a while now!
I accepted the bonus and made sure to avoid any prohibited games as always! I only played different slot games after the bonus was cancelled and the bonus amount was deducted from my balance. They simply denied my withdrawal. Absolute audacity! The reason cited is a bonus buy of 84€ which I did not make while using the bonus.
Hello Louie,
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 if your account is already verified and if yes, since when exactly? Would it be possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about? Did they show you the exact time when you did bet over the maximum allowed limit?
Looking forward to your answer.
Regards,
Nick
Hello,
yes, I am fully verified! Back then via Viggoslots which was enough for evolve. I've already deposited and withdrawn something several times. You should be able to understand that as it progresses. I canceled the bonus and the bonus amount was deducted. From then on I made other slots/bonus buys at a later date. But everything outside of the bonus... Last spoke to the casino 2 days ago. But the only answer I ever got was "bonus conditions ignored," which is why the casino only booked the €45 that I had deposited into my account and canceled the €900. But I still have the €45 on it and haven't touched it, for your information. Unfortunately, I have no idea how I can forward the betting history!? Thank you in advance for taking on the matter.
kind regards
How should I proceed now? I'm at a loss!
Hello Louie,
The betting history should be available within your casino account or if it's not, the casino should be able to provide it to you if you request it.
Yes, but how can I send it? Can't make a screenshot of 1000 pages. Sent you 2 screenshots with the first payout and with it the bonus canceling and deducting the €45 bonus from the casino. And the second with the alleged bonus buy violation. So you can see that it wasn't in the bonus. PS: As a note, they now have a new point in the bonus conditions that says that the conditions also apply after the bonus has ended 😀 It's getting better and better...
Hello Louie,
Isn't there any option to download it as a PDF file or can't the casino forward it to you in one file?
Also once the wagering of the bonus is finished, the bonus conditions should not be enforced anymore and the casino should not void any kind of balance if the player breaches any bonus terms after that.
Hello, so you can't download it as a PDF! I had no success in the live chat getting them to send it to me! They said the live chat wasn't responsible for that! Can you follow up on that? Or should I write Evolve an email asking for the betting history? I just sent an email requesting the betting history for the month of September as a PDF. I'm curious to see what happens.
Guten Morgen.
Es ist genau wie im livechat. Sie sagen wieder nur man kann es auf der Seite einsehen.
hier die Antwort:
Dear Volker,
We aknowledge your email,
Allow me to inform you that your history of bet is available on your cashier on the section bet history.
Your cooperation is appreciated.
If you have any questions or comments, please do not hesitate to contact us again by email or on live chat.
Best regards,
Nina,
Evolve Casino
Hello Louie,
As the casino still could not provide you the betting history and we need more information to clarify your case, I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Louie,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help. Just so you know Evolve Casino was not really cooperative in resolving complaints with us, so there is no guarantee we will receive any response from them, but I will still try my best to get more information from them.
We would like to invite Evolve Casino to join the conversation.
Dear Evolve Casino,
Can you please provide more information as to why were the player's winnings canceled? If the player has somehow breached the bonus rules, can you please forward me the player's full game log to michal.k@casino.guru to see when the supposed breach of rules occurred?
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.
Dear Louie,
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
