Evolve Casino - La verificación de la cuenta del jugador se ha retrasado.

Hello,

I haven't been able to verify myself at EvolveBets for half a year.

In the past, this worked without any problems. I made deposits and withdrawals.

Now you send a special email with a link.

I just don't receive this email. I've requested this email countless times, but it never arrives.

Other correspondence worked until recently.

But now I don't get any feedback at all.

Of course, I've always followed tips like clearing the cache and browser, and checking my spam folder. That's not the problem.

Thank you for your help.

Greetings Rancho

Hallo,

ich kann mich seit einem halben Jahr nicht bei EvolveBets verifizieren.

In der Vergangenheit ging dies Problemlos. Ich tätigete Ein -und Auszahlungen.

Nun sendet man eine spezielle Email mit Link.

Ich erhalte nur diese Email nicht. X mal habe ich diese Email angefordert.Aber sie kommt niemal an.

Sonstiger Schriftverkehr hat bis vor Kurzem funktioniert.

Aber mittlerweile bekomme ich gar keine Rückmeldung mehr.

Natürlich habe ich Tipps wie Cache und Browser löschen, im Spam Ordner nachschauen immer wieder befolgt. Daran liegt es nicht.

Ich danke für Hilfe.

Gruß Rancho

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Evolve Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in and play?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided to the casino during the verification procedure?
• Could you please share with me your communication with the casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I can log into my account without any problems.

The €100 credit was generated through wager-free free spins. From 2x free spins.

In the past, withdrawing winnings from two free spins was no problem. I also made regular deposits.

The games were Book of Dead and Fruit Shop.

The documents I sent without a specific email containing a link were my identity card and a current proof of address.

Ich kann mich in mein Konto problemlos einloggen.

Die 100 Euro Guthaben sind durch umsatzfreie Freespins zustande gekommen.Aus 2x Freespins.

In der Vergangenheit war die Auszahlung zweier Freespinsgewinne kein Problem. Ich habe auch regelmäßig eingezahlt.

Spiele waren Book of Dead und Fruit Shop.

Die Dokumente die ich ohne spezielle Email mit Link gesendet habe, waren mein Personalausweis und ein aktueller Adressnachweis.

But the point is that I never receive a specific email with a link to verify my identity.

Aber es geht ja auch darum, das ich nie eine spezielle Email mit Link erhalte um mich zu verifizieren.

Re: Re: Verification

Simona from EvolveBets.io

An

[removed by Casino.Guru admin]

29. Okt.

29. Okt. um 23:50

Blockierte Bilder laden

Hello Frank,

We hope this email finds you well.

Kindly be informed that an email, with a secure link inside, has been sent to you on 27.10.2025 at 07:47 CET to upload your proof of address.

We kindly remind you that once the link is opened, it will expire within 15 minutes.

Please note that acceptable proof of address includes a utility bill (electricity, water, gas, landline telephone, or internet), a bank statement (showing transaction history), or a statement from a recognised financial institution. Documents such as tax reports or official correspondence from a central or local government authority, department, or agency are also acceptable. All documents must be dated within the last three (3) months.

We also would like to remind you that the document review can take up to 48 working hours; it depends on how high pressure it is in the finance department. It can also go faster. Once they have completed reviewing your documents, you will receive an email.

We apologise for the late reply and for any inconvenience our delay might have caused.

Thank you for your cooperation, understanding and patience.

Do not hesitate to contact us via email 24/7 or via LiveChat between 10:00 a.m. CET and 11:00 p.m. CET for any further assistance.

Best regards,

Simona

EvolveBets.io

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rancho,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas