Evolve Casino - Pelaajan voitot mitätöitiin.

I made a deposit of €25 with a 100% bonus.

According to the terms and conditions, you play with real money first, then with a bonus. So I play with my real money and win several times until I got a little over €1000 and wanted to withdraw €500 from it. By then I had already met the wagering requirements and my bonus money became real money. This is how my account showed it. I kept playing and gambled some more money until I was left with around €250. That was yesterday. And today I see that my withdrawal has been canceled and my account has a balance of €25. The support is not available and I have not received an email or anything else as an explanation!

Ich habe eine Einzahlung von 25€ mit einem 100% Bonus gemacht.

Laut AGB spielt man zuerst mit Echtgeld, dann mit Bonus. Ich spiele also mit meinem Echtgeld und Gewinne mehrmals bis ich auf etwas über 1000€ kam und mir davon 500€ auszahlen lassen wollte. Bis zu diesem Zeitpunkt hatte ich auch bereits die Wettanforderungen erfüllt und aus meinem Bonusgeld wurde Echtgeld. So zeigte es mein Konto an. Ich spielte weiter und verspielte noch etwas Geld, bis ich noch ca 250€ hatte. Das war gestern. Und heute sehe ich, dass meine Auszahlung abgebrochen wurde und mein Konto ein Saldo von 25€ aufweist. Der Support ist nicht erreichbar und ich habe auch keine E-Mail oder sonstiges als Erklärung erhalten!

Hello Falutschi,

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.

Was this your first ever withdrawal request from the casino? Is your account already verified? When was the last time you contacted the casino for an explanation?

Looking forward to your answer.

Regards,

Nick

Yes, this was my first withdrawal request.

Documents for verification were sent before withdrawal request.

I have now received the answer from support that I played games with an active bonus that I was not allowed to play according to the terms and conditions.

In other casinos, the games that you are not allowed to play are blocked or at least the message is displayed. This was not the case here, what a pity!

Ja, dies war meine erste Auszahlungsanfrage.

Dokumente zur Verifizierung wurden vor Auszahlungsanfrage gesendet.

Ich habe nun vom Support die Antwort bekommen, dass ich mit einem aktiven Bonus, Spiele gespielt habe, die ich nicht hatte spielen dürfen laut AGB's.

In anderen Casinos werden die Spiele die man nicht spielen darf geblockt oder es wird zumindest der Hinweis eingeblendet. Dies war hier nicht der Fall, sehr Schade!

Hello Falutschi,

We also believe that restricted games should be blocked by the casino to prevent such situation. Can you please forward the e-mail received from the casino with their statement to nikolas.b@casino.guru?

Regards,

Nick

Dear Falutschi,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Unfortunately, I did not receive a copy of the conversation from support via email, as is also the case in other casinos.

Leider habe ich keine Kopie des Gesprächs vom Support, wie es in anderen Casinos ebenfalls üblich ist, per Mail erhalten.

Thank you Falutschi for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Falutschi,

I looked at your complaint and will do my best to help you. I would like to invite Evolve Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.