Evobet Casino - El jugador no puede bloquear la cuenta como se solicitó.

I have the following problem with EVO Bet: I've tried several times to block my account due to gambling addiction. In the chat, I'm told to email support, where I'm given the option to block my account for a maximum of 90 days by replying to the support email and confirming this. However, whenever I try to reply, I always get an error message saying the email cannot be delivered. I can prove everything with screenshots and ask them to help me recover the loss I made because of EVO Bet. This casino deliberately plays on people's illnesses.

MFG.

Ingo

Ich habe folgendes Problem bei EVO Bet,ich habe bereits mehrfach versucht mein Konto zu sperren aufgrund von Spielsucht. Im Chat wird mir erklärt ich soll per Mail den Support Anschreiben,dort bekomme ich die Option dass ich das Konto für maximal 90 Tage sperren kann indem ich auf die Mail vom Support antworte und dies bestätige. Sobald ich antworten will bekomme ich jedoch jedes Mal die Fehler Meldung dass die Mail nicht zugestellt werden kann. Ich kann alles per Screenshots belegen und bitte sie mir zu helfen meinen Verlust den ich wegen EVO Bet gemacht habe zurück zu erlangen. Dieses Casino spielt mit der Krankheit von Menschen mit voller Absicht.

MFG.

Ingo

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information any any other relevant evidence to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Evobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@evobet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thanks for your reply and cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello IGGYSAN85, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Evobet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation 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.

Dear IGGYSAN85,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej