Evolve Casino - El retiro del jugador se retrasa debido a las condiciones del bono.

I played with a 500% bonus, everything was great and I met the wagering requirements so that it was no longer bonus money but real money and I could then play with a stake of over €5. I did that and in the meantime I was credited with a cash drop where I then had bonus conditions again, which I didn't notice, I hadn't activated anything or anything else and now they don't want to pay me the €790 and have simply disappeared, please help me.

Ich habe mit einem 500% Bonus gespielt alles bester und die umsatzbedingungen erfüllt so das es kein bonusgeld mehr war sondern echtgeld und ich dann auch über 5€ Einsatz spielen konnte habe ich gemacht und wärdendessen wurde mich wohl ein cashdrop gutgeschrieben wo ich dann wieder bonusbedingungen hatte was ich nicht mitbekommen habe nichts aktiviert haben oder sonstiges und jetzt wollen sie mir die 790€ nicht auszahlen und sind auch einfach weg bitte helft mir

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the casino specified which rule you allegedly broke while your cash drop was active?

Could you please send me a link or a screenshot of the cash drop bonus you played with?

Is the cash drop activated automatically, or did you have to activate it beforehand?

Have you played with this feature before?

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

Best regards,

Veronika

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.

I previously had a 500% bonus which I successfully wagered and then reached €790. I then bought 3-4 free spins worth €50 with my real money. At that time I was automatically credited with a cash drop, which I didn't notice. I didn't receive any notifications and I can't remember ever getting anything like that. Now my withdrawal has been cancelled and the entire €790 has been withheld. In my opinion they aren't allowed to keep the €790 that I had as real money before the cash drop because I have then violated the cash drop terms and conditions, or am I wrong? €790 was my real money.

Ich hatte vorher ein 500% Bonus den ich erfolgreich umgesetzt habe war dann bei 790€ habe mir dann im wert von 50€ 3-4 mal Freispiele gekauft mit meinem echtgeld in dem Zeitpunkt wurde mir wohl automatisch ein cashdrop gutgeschrieben was ich nicht mitbekommen habe keine Benachrichtigung nichts erhalten kann mich auch nicht erinnern das ich mal sowas bekommen hatte habe und nun wurde halt meine Auszahlung storniert und das ganze Geld von 790€ einfach einbehalten meiner Meinung dürfen die doch jetzt nicht die 790€ die ich als echtgeld hatte bevor der cashdrop kam einbehalten weil ich dann gegen die cashdrop Bedingungen verstoßen habe oder sehe ich das falsch 790€ war mein echtgeld

I think I broke the cashdrop rules because you can bet a maximum of €5, but I didn't realize I had received a cashdrop, I just didn't get a notification, but then they can't take the €790 in real money away from me.

Ich habe wohl gegen die cashdrop Regeln verstoßen da man da wohl max 5€ setzen darf aber ja gut habe ich nicht mitbekommen das ich ein cashdrop bekommen habe kam halt keine Benachrichtigung aber dann dürfen die doch nicht die 790€ echtgeld mir wegnehmen

Have you written to the casino? I've written to them many times myself and even received this as an email.

but I haven't gotten any further

Haben sie an das Casino geschrieben? Habe selber schon oft mit den geschrieben und sogar das als email bekommen

aber weiter bin ich noch nicht gekommen

Hello? Has anything been done yet?

Hallo? Wurde schon was unternommen?

Thank you for your responses.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Evolve Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Evolve Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.