Evolve Casino - El retiro del jugador fue cancelado.

Hello,

I received an email on November 19th, 2022 in which I was offered a 200% no wager bonus.

I then deposited €25 and received a €50 bonus credit.

Due to the applicable money laundering law, I know that I have to wager this money once even without a wager.

So I started gambling.

In this casino there are games that are not allowed with bonuses.

So I played well over 75€ games which are allowed.

When I went to check my wager bar I saw that nothing had changed, so I contacted support who said I hadn't played yet. Of course you can see from my bet history that I had already played quite a bit.

After more slots I then played "The Dog House" which is one of the forbidden games because I thought it was probably just a display error. I didn't really win much there. Afterwards I only played allowed games again and finally won more than 490€. I contacted dnén support again if I can pay it out because the bonus was still displayed to me and supposedly nothing was wagered. The support informed me again that it would be a wager-free bonus. So I paid out €440 and confirmed that the bonus can be cancelled.

Now I'm getting an email that my withdrawal has been canceled saying I've played The Dog House and it's a prohibited game.

I'm now wondering how it can be that I now supposedly have to forego my winnings if the casino has technical problems with your wager display. I ask for your help, I can also check the bet history.

Many Thanks

Hallo,

ich habe am 19.11.2022 eine Email erhalten in der mir ein 200% no wager Bonus angeboten wurde.

Ich habe daraufhin 25€ eingezahlt und 50€ Bonus Guthaben erhalten.

Durch das geltende Geldwäschegesetzt weiß ich das ich dieses Geld auch ohne Wager einmal umsetzen muss.

Ich habe also damit begonnen zu Wagern.

In diesem Casino gibt es Spiele die mit Bonus nicht gestattet sind.

Also habe ich weit über 75€ Spiele gespielt welche erlaubt sind.

Als ich dann meine Wagerleiste überprüfen wollte sah ich das sich nichts verändert hat, also kontaktierte ich den Support welcher mir mitteilte das ich angeblich noch nicht gespielt hätte. Natürlich kann man an meiner Bet history sehen das ich bereits einiges gespielt hatte.

Nach weiteren Slots habe ich dann "The Dog House" gespielt welches zu den verbotenen Spielen gehört, da ich dachte es wäre sicher nur ein Anzeigefehler. ich gewann dort nicht wirklich viel. Im Anschluss spielte ich wieder nur erlaubte Spiele und gewann Schluss endlich über 490€. Ich kontaktierte wieder dnén Support ob ich das nun Auszahlen kann weil mir der Bonus immernoch Angezeigt wurde und angeblich immer noch nichts gewagerd wurde. Der support teilte mir nun erneut mit es wäre ein Wagerfreier Bonus. Also zahlte ich 440 € aus und bestätigte das der Bonus storniert werden kann.

Nun erhalte ich eine Email das meine Auszahlung storniert wurde, mit der Begründung ich habe "The Dog House" gespielt und dies sei ein verbotenes Spiel.

Ich frage mich nun wie es sein kann das ich jetzt angeblich auf meinen Gewinn verzichten muss, wenn das Casino technische Probleme mit Ihrer Wageranzeige hat. Ich bitte um eure Hilfe gerne kann auch die Bet History von mir überprüft werden.

Vielen Dank

Dear Tim1993,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please forward me a link (or email offer in this case) to the bonus you activated? I would like to check the bonus conditions.

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello,

unfortunately I don't have a screenshot of the chat histories. I have already emailed you the offer.

if anything is missing let me know

Hallo,

leider Habenichts keinen Screenshot von den Chat Verläufen . Das Angebot habe ich dir bereits per Email geschickt.

falls noch was fehlt gibt mir Bescheid

Thank you very much Tim1993 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Many Thanks

Vielen Dank

Hi Tim1993,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Evolve Casino to the conversation to participate in the resolution of this complaint.

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.

The casino doesn't seem to be responding. Could you please tell me the official place where I can file a complaint?

Das Casino scheint nicht zu reagieren. Könntest du mir bitte die offizielle Stelle mitteilen an der ich eine Beschwerde einreichen kann ?

Hi Tim1993,

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 (certria@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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter