Evospin Casino - The player's withdrawal has been delayed.

Dieses casino hat mir bis dato nur einmal was ausbezahlt in Höhe von 500e. Ich hatte bei denen einen offiziellen Preis gewonnen weil ich Platz 1 geworden bin die vip Managerin sagte zu mir ich kann mit den 4000e machen was ich Mochte habe ich auch getan und damit gespielt und 15000e gewonnen jetzt soll ich gegen Regeln verstoßen habe und mir hat mann jetzt alles we genommen die vip Managerin hat mir a aber darüber nichts erwähnt von irgendwelchen Beschränkungen. Ich will mein Geld haben

Hello Branko,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Evospin Casino. Please allow me to ask you a few more question before we would make any further steps regarding your case.

Do I understand it corretly that your balance has been voided? Are you account verified yet? Did the casino specify which term did you break?

Please note that if the withdrawals are still pending, and you requested for the withdrawal yesteday only, it has very low chance to be paid out just within 1 day. We always recommend player to wait at least 14 days for the money to arrive as there are many aspect infuencing the payment.

Also please send through all your communication with the casino or any additonal proof to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve the issue.

Regards,

Nick

Casino.guru

Ich habe Ihnen eine Email gesendet

Heute hat die vip Managerin zugegeben das es ihr Fehler war will aber trotzdem mir den Rest nicht ausbezahlen.

Dear Branko,

Could you please specify how much did you already receive from the casino and how much left?

So the 4000€ you got from the tournament, shouldn't have been used for further play and that's why they limited the payout? Do I understand it correctly?

Regards,

Nick

Wie bereits oben gesagt

Dear Branko,

I've also checked the casino's terms and bonus terms and found this as well:

"The maximum number of winnings using bonus funds, including any deposit bonuses, any no deposit bonuses, weekly reload bonus, free spins bonus, cashback bonus, compoints, tournament winnings, local jackpots, loyalty bonuses and others is EUR 10,000 / USD 10,000 / CAD 15,000 / NOK 100,000 / PLN 40,000 / NZD 15,000 / ZAR 150,000 / JPY 1,200,000 unless otherwise indicated. Winnings using bonus funds exceeding these values cannot be withdrawn and will be canceled."

Based on that term we must consider this complaint as resolved as the casino already paid you out the 10 000€. Unfortunately, terms and bonus terms are considered as same and you accepted them when you registered.

Is there anything else we can assist your with? If not, we will be closing the complaint.

Regards,

Nick

Ja aber auf der homepage gubt es zwei verschiedene AGBs einmal general AGBs und einmal bonus AGBs. Auf dem Turnier ist es nicht gekennzeichnet das der Gewinn Bonus ist. Und die vip Managerin hat mich drüber nicht aufgeklärt ich habe es ja schriftlich das es ihr Fehler war. Ich hatte ja extra gefragt ob ich mit dem Geld alles machen kann und sie hat ja gesagt. Also bin ich doch im recht

Dear Branko,

Is there any communication saved in which the VIP manager or the casino claims that you can do whatever you want with the winnings? Would be great to see it as it is an important proof.

If you find it please send it to nikolas.b@casino.guru.

Regards,

Nick

Habe es Ihnen per Email zugesendet

Thank you Branko for additional information. I'll now forward your complaint to my collegue Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Branko!

From now on, I will take care of your complaint. I would like to invite representatives of Evospin Casino into this complaint in order to help us resolve the issue.

Perfekt vielen Dank

Dear Branko,

Thank you for sharing your feedback. We appreciate you taking the time out to share your experience with us.

Please take into the consideration that, your last withdrawal request was successfully approved from our side. 

Let us know if we can be of any further assistance to you. 

Sincerely,

your Evospin Casino Team

Der letzte Antrag hat mit dieser Sache nix zu tun der letzte Antrag war von meinem. Letzen Gewinn es fehlen immer noch 5000e aus dem Gwinn von 15000e

Dear Branko,

We understand your frustration, still we would like to make the situation clear through the earlier gained facts.

First, it is needed to clarify that before using our website you have read carefully the Terms and Conditions and confirmed your consent with these Terms and Conditions. Accordingly, to them:

''The maximum number of winnings using bonus funds, including any deposit bonuses, any no deposit bonuses, weekly reload bonus, free spins bonus, cashback bonus, compoints, tournament winnings, local jackpots, loyalty bonuses and others is EUR 10,000 / USD 10,000 / CAD 15,000 / NOK 100,000 / PLN 40,000 / NZD 15,000 / ZAR 150,000 / JPY 1,200,000 unless otherwise indicated. Winnings using bonus funds exceeding these values cannot be withdrawn and will be canceled.'' 

Thus, you were aware of the fact that tournament prize is considered as a bonus part. Regarding your previous conversation with VIP manager, your question was viewed in the regard of additional wager requirements, therefore the answer was the next - ''Yeah, it's a real money. You can withdraw it when you want.'' That means you can withdraw funds without any wager requirements.

Thank you for your understanding.

Best regards,

your Evospin Casino Team

Das ist so nicht wahr vip Managerin hat mich nicht aufgeklärt und auf der homepage steht ni hts das der wiinig price als bonus gilt wenn mit jemand schreibt sie können machen was sie wollen damit und ich 15000e Gewinne und sie im Nachhinein erst sagen das es bonus ist und mir den Gewinn komplett stornieren erst nach der Beschwerde haben sie mir ei teil ausbezahlt ich habe Screenshots von der Kommunikation wo I'm Nachhinein der fehler zugegeben wird das es ihr Fehler war deshalb fordere ich Sie auf mir den Restbetrag zu überweisen 5000e fehlen.

Hello Branko!

I believe that the root of the issue in this situation was some kind of misunderstanding between your personal manager and you. According to the communication that you have provided us with, there is clearly visible that the manager was rather talking about withdrawing the balance: "Yeah, it's a real money. You can withdraw it when you want." . Since you have decided to continue playing with your tournament winnings and managed to score another wins in total balance of €15 000, the terms and conditions of the casino apply and are very clear at this point. That means you were eligible for a maximum of €10 000, which you received already.

Unfortunately we are not able to help you further with the given circumstances.

Due to the reasons mentioned above, we are rejecting this complaint as unjustified.