Evolve Casino - The player's self-exclusion failed.

Hello casino guru its been 5 days I ask them to clos3 my account as I have gambling addiction but they are not closing my account I told live chat as well bug they also give me an email to emial them I email 3 times and left message 10 times to close my account but they never reply nor closing my account as because of that I lost 7000$ .. iask them to refund me my money as I told them it's not my mistake because I already ask them so many times to close my account but they r not listening I have all the emails and screen shot were I told them so many times to close my account .. let menknow I can share with you .. I need ur help here to get my refund

Thanks

Hello sunnykuk81,

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.

When was the first time you requested to exclude yourself through e-mail? Did you also mention to the casino that you have gambling issues? How much did you exactly deposit into the casino since your request?

Can you please forward the self exclusion request sent to the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

I request for self exclusion 6 days ago 21st of May and wen they didn't close my account after 2 days I went on live chat but it was not working but there is contact form were you can message support team so I message them again I will be sending u screen shot for that n ur email And then I went to live chat after 2 days and told them everything that I have gambling addiction plz close my account in that 4 days I lost 4800$ and I told her about that she ask me to email them she gave me email address and I email them still after 3 days they hadn't close my account and in that three days I lost again so total of 7000$ and today I went to live chat and told them if they don't close my account my lawyer will send them legal notice .. so finally they close right away .. wen I went to live chat before she said she cannot help in closing my account ... but today wen I told them my lawyer will send them legal notice they close my account right away I will also attach the screen shot of chats and also the email I sent them three times to close my account

.. they don't close the account even though a person has gambling problem and I ask them to close because they want them to loose more and more money and this is very wrong .. I wanna complaint against them in liscencing department .. as this kind of casino should not been in the market .. but I rely on you guys I know casino guru help me before too and I want my money back

Thanks I will be sending u email with screen shots

Hello sunnykuk81,

Is there any proof of your first request as on the screenshots you provided it is only visible that there is a text written but we can't know if it was really sent. Did you receive any confirmation that the message was sent?

Regards,

Nick

I sent them but I don't get any confirmation .. but that's y I took a screen shot that I sent the message and also if u see the live chat agent chat she never denies that they never got the message she ask me to send the email to them again and I sent 5 times message to them from contact form wen the live chat was not working .. there is now way that they never received the messages they just delaying the process to make me more loose .. and also the email I sent them they close my account after 4 days ?.. wen I ask live agent to close before she said she cannot do it It will be done by back end ppl but on that day wen I told them my lawyer will send the email she close my account right away and I got the email that my account is close this seems there intention was not there to close my account as they see that I am loosing money ..

Hello sunnykuk81,

Thank you for all the additional information. I can't promise anything as there is no real evidence of you sending the request to the casino but as you contacted the live chat too after a few days of your request and they did not deny it we might try to look into it. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving.

Regards,

Nick

Thanks Nick 😊

Hi sunnykuk81,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Evolve Casino to the conversation to participate in the resolution of this complaint.

Hello Peter as you canq see casino is not replying ..

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.

Hello Peter as I don't see casino will reply its been so many days can u plz tell me the further step that I can complaint about them or I have to higher a lawyer for this

Let me know thanks

Hello sunnykuk81,

The next step would be to contact the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best licensing authority out there but it has more options and tools to help players. 

Thanks I will email them

Hello sunnykuk81,

I tried to get in touch with 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 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. As mentioned above, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter