Evobet Casino - La retirada del jugador se ha retrasado.

Hello,

Evobet does not pay out!!! Waiting for 3 weeks. I keep getting the same message that my account needs additional verification even though it's already fully verified!!! Had already paid out via Evobet in the past...I have always received the same answer by email for 2.5 weeks (see attachment)

help!!!

Hallo,

Evobet zahlt nicht aus!!! Warte seit 3 Wochen. Bekomme immer dieselbe Nachricht, dass mein Konto zusätzlich überprüft werden muss, obwohl es bereits vollständig verifiziert ist!!! Hatte in der Vergangenheit auch schon einmal via Evobet ausgezahlt….bekomme seit 2,5 Wochen immer die gleiche Antwort per Mail (s. Anhang)

hilfe!!!

Dear saschaop,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, sometimes casinos require documents for additional verification and it is not unusual. Could you please clarify which documents the casino requested and if you have already provided them?

When did you receive the last successful withdrawal?

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

Best regards,

Kristina

Thanks for the answer! My account is already fully verified! It's a different kind of verification that Evobet doesn't tell me about...

Already successfully paid out in February and March.

Danke für die Antwort! Mein Konto ist bereits vollständig verifiziert! Es ist eine andere Art von Überprüfung, wozu mir Evobet keine Auskunft gibt…

Habe bereits im Februar und März erfolgreich ausgezahlt.

Thank you very much for your reply, saschaop. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

This is the mail exchange with Evobet

Das ist der Mailaustausch mit Evobet

Thank you very much, saschaop, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Thanks very much!!

Vielen Dank!!

Hello, saschaop!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thanks! Hopefully there is a solution

Danke! Hoffentlich gibt es eine Lösung

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.

hasn't the casino answered yet?

hat das Casino noch nicht geantwortet?

We are trying all our resources, but so far there has been no response from them.

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 you contact the Curacao Gaming Authority (info@gaminglicences.com, certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K