Evobet Casino - Pelaajan kotiutus on takavarikoitu.

I registered to Evobet Casino on the 4th of July 2025. I made a total of 3 deposits, and on the last deposit of 25 euros, I didn't use any bonuses and I won a little over 1000 euros. I only played slot games, no live casino or sports betting.

I uploaded some documents for my account verification: my ID, bank statement, and a bill confirming my address. All of those documents were approved, and I made my first withdrawal request for 1000 euros.

Next day, they sent me an email stating my withdrawal was canceled and that I needed to upload a picture of myself holding my ID, which I promptly did.

When it was confirmed/verified, I made a withdrawal request for 1000 euros again. Five days passed, and the request was still pending, so I asked them through email when it would be processed. They replied that it should be processed soon.

Next day, they sent me an email that said: "We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 975.16 EUR has been removed from your balance due to the breach of the following Terms & Conditions: 12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

I did not break any of these rules.

I replied, asking if they could provide more information about this alleged breach. They simply replied that their decision is final, without providing any further details of it.

I need help with solving this, and to get my winnings back.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to better assist you, could you please provide us with some additional details?

• Can you confirm if you have used a VPN at any point while accessing your account?
• Has your account been closed immediately after verification? Have all your documents been approved before your account was closed?
• Which slot games did you play?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello.

- Yes i can confirm that i didn't use vpn at all.

- My account hasn't been closed, i can still log in and play at their casino. Yes all of my documents were approved. When they asked selfie with id, i did send them two pictures, original one and zoomed one. Zoomed one was approved. Original one was rejected.

- I played slots from: Hacksaw gaming, Pragmatic play and Nolimit City.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Evobet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Evobet Casino representative to join this conversation.

Dear Evobet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

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 contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova