The player from Germany tried to withdraw his bonus winnings. However, the casino confiscated them because the player allegedly played restricted games. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Evolve Casino - Player's withdrawal was canceled.
Black points: 57
Amount: €440
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello,
I received an email on November 19th, 2022 in which I was offered a 200% no wager bonus.
I then deposited €25 and received a €50 bonus credit.
Due to the applicable money laundering law, I know that I have to wager this money once even without a wager.
So I started gambling.
In this casino there are games that are not allowed with bonuses.
So I played well over 75€ games which are allowed.
When I went to check my wager bar I saw that nothing had changed, so I contacted support who said I hadn't played yet. Of course you can see from my bet history that I had already played quite a bit.
After more slots I then played "The Dog House" which is one of the forbidden games because I thought it was probably just a display error. I didn't really win much there. Afterwards I only played allowed games again and finally won more than 490€. I contacted dnén support again if I can pay it out because the bonus was still displayed to me and supposedly nothing was wagered. The support informed me again that it would be a wager-free bonus. So I paid out €440 and confirmed that the bonus can be cancelled.
Now I'm getting an email that my withdrawal has been canceled saying I've played The Dog House and it's a prohibited game.
I'm now wondering how it can be that I now supposedly have to forego my winnings if the casino has technical problems with your wager display. I ask for your help, I can also check the bet history.
Many Thanks
Automatic translation:
Public
Public
2 years ago
Dear Tim1993,
Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please forward me a link (or email offer in this case) to the bonus you activated? I would like to check the bonus conditions.
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello,
unfortunately I don't have a screenshot of the chat histories. I have already emailed you the offer.
if anything is missing let me know
Automatic translation:
Public
Public
2 years ago
Thank you very much Tim1993 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Hi Tim1993,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Evolve Casino to the conversation to participate in the resolution of this complaint.
Public
Public
2 years 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.
Public
Public
2 years ago
Translation
The casino doesn't seem to be responding. Could you please tell me the official place where I can file a complaint?
Automatic translation:
Public
Public
2 years ago
Hi Tim1993,
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 Curacao Gaming Authority (certria@gaminglicences.com) 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
