The player's balance was voided for breaching bonus terms. The term in question was a rule that prevented the use of certain games with an active bonus. Unfortunately, there was no response from the casino so the complaint was closed as 'unresolved'.
Evolve Casino - The player's balance was voided.
Black points: 374
Amount: €2,500
Evolve Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good evening,
After one day of processing my withdrawal request of €2500 & submitting all the documents (ID card, bank statement, ID & confirmation of the apartment address, I received an email today that I will not receive the money due to bonus terms, which are absolutely illegal. I also always use only Played a stake of €2. After the payout request, I paid in twice again. Now all traces of the winnings are gone on my account, can no longer be found in the history, no account balance and neither the request for the payout including ID, luckily I have from everyone I made a screenshot beforehand. This is an absolute cheek and definitely fraud, how can you take action against it? Not only that the 2500 € remain denied, at the end of the day I am also 200 € poorer.
Automatic translation:
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2 years ago
Hello domi0812,
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 what bonus did you use to accumulate your balance? Do I understand it correctly that even the betting history was removed? Did the casino specify which exact term did you breach? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Hello domi0812,
We believe that the casino shouldn't allow players to play any restricted games and if they do, it shouldn't be a reason to void any balance. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello domi0812,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Evolve Casino to join the conversation and participate in the resolution of this complaint.
Dear Evolve Casino,
Can you please provide further information regarding the confiscation of the player's winnings?
Kind regards,
Adam
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2 years ago
Dear domi0812,
There has been no response from the casino so far. I will attempt to contact them again.
In the meantime, please let me know if there are any developments.
We would like to ask Evolve 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear domi0812,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.
I will mark the complaint "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 could 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 Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I am sorry I could not be of more help.
Best regards
Adam
