Evobet Casino - Pelaajan voitot on takavarikoitu.

On Thursday, July 10, 2025, I deposited 350 EUR (no bonus used) into my fully verified account and played casino games. In the end, I won 2000 EUR, and I decided to withdraw 1000 EUR. I received a rejection stating that additional documents were required (photo of me holding my ID). Which I did and requested a withdrawal again. On July 12, I got an email that my account is fully verified (see attachement). Today, July 14, I received an email that the withdrawal was rejected and all winnings were confiscated (1650 EUR) stating that I violated 12.10 of T&C. I strictly deny that I violated anything - I have not used any VPN, I have not disguised my IP, I have not provided false documents (note note that KYC process fully verified my account). I demand the payment of the entire winnings of 2000 EUR as this rejection is completely unjustified. I believe that this is a mistake and everything will be resolved to my satisfaction

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Evobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the casino blocked your account as a result of the allegation of broken rules?
• Could you please share the communication from the casino regarding the allegations made against you?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you made any previous successful withdrawals from the casino in the past?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

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

Thank you for your patience, and stay safe.

Dear Tomas,

thank you for helping me with my case, I very appreciate your effort. Here are answers to your questions:

Has the casino blocked your account as a result of the allegation of broken rules?

- No, I still have access to my account. I have balance of 350 EUR - my original deposit. The winnings of 1650 EUR have been confiscated.

Could you please share the communication from the casino regarding the allegations made against you?

- Yes, I am sending the whole communication in PDF to your email.

What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)

- I played only slots, particulary Wolf Gold by Pragmatic and All Ways Joker by Amatic. I have not played any live games, roulette, betting etc.

Did you achieve your current balance with the help of a bonus?

- No, I have refused the bonus when depositing to avoid meeting wagering criteria. No bonus was used.

Have you made any previous successful withdrawals from the casino in the past?

- Yes, I have asked for my first withdrawal of 600 EUR on 5th July, it was approved and processed on 9th July (after successful KYC verification of my account).

Thank you very much in advance for your reply. I am willing to provide you with access to my account if it helps.

Best regards,

****

Hello, may I ask for an update of my case? Thank you 🙂

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello vaclavk,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to emphasize, that we do not need access to your account. In case any person, who claims to be associated with us, asks for such permission, please do not share anything with them.

I would also like to invite the Evobet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which terms do you believe the player has broken? Thank you in advance for providing us with your view of the issue.

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.

Dear Tomas and Martin,

Thank you both very much for your time, support, and the professional handling of my complaint.

I must express my concern regarding the fact that Evobet Casino has still not responded to this issue. Their continued silence raises serious doubts about their intentions and indicates potentially dishonest behavior on their part.

Once again, I would like to emphasize that I have played strictly in accordance with the casino’s Terms and Conditions. My account was fully verified, I did not use any bonuses, and I have never attempted to circumvent any rules. Therefore, I am confident that the confiscation of my winnings is completely unjustified.

I sincerely hope that Evobet will choose to resolve this fairly and proceed with the payment. Doing so would not only correct this situation, but also help improve their not quite positive reputation and rating on this platform.

Thank you again for your support.

Best regards,

Václav K****

Dear vaclavk,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to 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.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru