Evolve Casino - La cuenta del jugador ha sido cerrada debido a retrasos en los retiros.

I won €4,740 on this site and subsequently requested a partial payout (€740). This was sent to me after some time. My problem is that I then submitted another payout request, which wasn't processed for about two months. After several inquiries, I kept receiving stalling replies. Now, today I received an email stating that my account has been closed.

Ich hatte 4.740 auf dieser Seite gewonnen und habe daraufhin ein teil des Geldes angefragt (740 Euro). Diese wurden mir auch nach einiger Zeit zugeschickt. Mein Problem ist das ich darauffolgend einen weiteren Auzahlungsantrag gestellt habe und dieser für rund zwei Monate nicht vollzogen wurde. Nach mehreren Nachfragen habe ich immer hinhalte Antworten bekommen. Nun habe ich heute die email erhalten das mein Account geschlossen wurde.

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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.

• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot.
• What types of games did you play at this casino? Were they slots, live casino games, or sports betting?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards

Veronika

I won with the first deposit bonus (https://evolvebets.io/de/promotions/welcome-pack)

I played gemhalla and hot chili bell, always with the same bet value of 5 euros.

I have completed the KYC process. I have already received a payout of the original 4740.

I didn't use a VPN.

Ich habe mit dem ersteinzahlungsbonus gewonnen (https://evolvebets.io/de/promotions/welcome-pack)

Ich habe gemhalla und hot chili bell gespielt und immer mit dem gleichen Wettwert von 5 Euro gespielt.

Ich habe die KYC vollständig gemacht. Ich habe ja auch schon eine Auszahlung der ursprünglichen 4740 bekommmen.

Ich habe keine Vpn verwendet

Thank you for your reply.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Did you buy any bonus features or free spins while your bonus was active?
• Did you notice any errors or bugs in your gameplay while playing with the welcome bonus?

I am the only player in the household.

As can be seen in the screenshot, the bonus was the welcome bonus, therefore it was not purchased.

Everything went smoothly. I also received a share of the profits.

Ich bin der einzige Spieler im Haushalt

Der bonus war wie im screenshot zu entnehmen der wilkommensbonus, somit nicht gekauft.

Es war alles fehler frei. Ich habe ja auch ein Teil des Gewinns erhalten

Dear Marco187, thank you for your responses.

Unfortunately, I would like to inform you that since this casino has 14+ 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.