Evolve Casino - Retiro del jugador denegado debido a cambio de dirección.

Hello,

I recently moved and completely forgot to update my address at the casino. This has now become apparent due to an extra verification of my method of payment. I don't really have an issue with this.

What does concern me is that I have complied with the casino's demands multiple times, and have sent an email with proof of address, account information, old address, and new address.

I have been repeatedly told to wait and that someone would soon get back to me. Yet, I haven't received any response to this day! My withdrawal has been declined and the money won't be paid out until these changes are made.

Could you please assist me?

Best regards.

Hallo,

als ich umgezogen bin, habe ich vergessen meine Adresse im Casino ändern zu lassen. Das ist jetzt durch eine zusätzliche Prüfung meiner Zahlungsart aufgefallen. Das ist ja auch nicht schlimm.

Schlimm jedoch finde ich das ich jetzt mehrmals den Forderungen des Casinos nachgegangen bin, und eine email mit einen adressnachweis + plus Konto Infos + alte Adresse + neue Adresse zu gesendet habe.

Mir wurde immer wieder gesagt das ich warten soll und das sich bald jemand meldet. Bis heute habe ich keine Antwort!

Meine Auszahlung ist abgelehnt und das Geld wird nicht ausbezahlt solange das nicht geändert ist.

könnt ihr mir bitte helfen?

Beste Grüße.

Hello Jeanny13,

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.

Could you please advise since when exactly is the verification process ongoing? Is it only the address you need to verify or any other documents as well? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello,

the casino has changed the address and verification is complete! However, the payout is still open. Please do not close this case until the payment has been made.

Thank you

Hallo,

das Casino hat die Adresse gerändert und die Verifizierung ist abgeschlossen! Die Auszahlung ist jedoch noch offen. Bitte schließen sie diesen Fall erst wenn die Auszahlung erfolgt ist.

vielen Dank

Hello Jeanny13,

Please be sure to wait 14 days for the payout to arrive. Let us know in case of any update or if the money would arrive.

Money has arrived!

Geld ist angekommen!

Dear Jeanny13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru