Complaint #82 Evobet Casino

Account suspended alleged use of VPN

By Russ G.

4 years ago

Issue: account suspended and under investigation due to alleged vpn use

Joined the casino o 12/26/21

Alleged date of "VPN use' 12/31 to 1/1/22

Account Verified: 1/2/22

Vpn issue surfaced from chat agent 1/4/22

Casino asked for more docs for final confirmation 1/5/22

VPN issue surfaced again 1/17/22

I have completed verification. I have sent proofs that disproves VPN use and why the ip address they question exists and that is because I was in a nearby hotel 20mins away from my residence. There is a booking confirmation, hotel receipts and official document from the hotel stating there is no VPN. Numerous websites also show the ip address is not a VPN. There should not be an issue with my account as it was previously verified and documents show no VPN use. LCB has also agreed that with all the documents have been provided and the casino should verify my account to let me withdraw. It has been a week since I provided all evidence.

There is no clear and concise statement from the terms that prohibits another IP address especially when there is no malicious intent to disguise location. I have always used my android phone and was in a nearby location at the hotel.

Mutiple software and websites have shown no VPN from the ip address in question. I have provided them with references for this to back up my claim.

I have read similar instances and there are situations where the account was restored and the balance is successfully withdrawn when the documents prove innocence of the customer.

Disputed Casino Evobet Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Evobet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

In addition, AskGamblers Complaint Team has been provided with valid evidence on behalf the Evobet Casino management where player's behavior towards casino's support shows as offensive and abusive.

AskGamblers Complaint Team consider player's behavior as totally incompatible with the minimum standards of decency and normal attitude. Moreover, such behavior is considered as a direct breach of the AskGamblers Casino Complaint Service Terms and therefore, AskGamblers Complaint Team decided to suspend player's further access to AGCCS.

Inactive user

4 years ago

And well yeah, evobets vpn detection software is the only ultimate no error software there is and cannot be contested? I suggest next time to pls rectify the terms and add that a player cannot login and play in other nearby locations if the place has another ip address. This way, all players will be warned. We all want to be civil but please exercise honor and justice! Now i leave it to @askgamblers to help me with this case.

Thanks all!

Inactive user

4 years ago

Send me back my 900 deposit by crypto and ill close this complaint and we can part ways forever. Being pregnant and this whole thing has been keeping me up all night and now i need to find a way to pay for the 900 that they decide to enjoy for themselves.

Inactive user

4 years ago

@askgamblers
Evobet has closed the account and they keep my 900usd deposits for what?? They removed wins and just like that they steal 900 just because they want to? They create false nightmares for players who have done nothing wrong...this is a very shameful act...who in the right mind would accuse somebody of using a vpn when the ip address is literally in the same area and no VPN software. They know more than the owner of the ip address of the hotel?? If i take this to the police and court would they honestly believe they will win with the nonsense vpn accusation? i would like my deposits back then evobet can keep the winnings for themselves if thats gonna make them feel any better, it would be a good riddance. I have never encountered such trauma and stress! And to think they have high ratings....good heavens..send my 900 back, i am not doing any charity so you better do what is right!

Evobet Casino Complaint Stats

Resolved 42 / 45

Avg. Amount $2,185

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Evobet Casino Complaints

See all complaints for this casino

Refusing to exclude my account

Evobet does not provide any self-exclusion tools on its website. Due to gambling-related problems, I have repeatedly contacted their support team via email and clearly requested that my account be self-excluded.

Despite these requests, Evobet has refused to process the self-exclusion unless I complete a lengthy PDF form that I am unable to fill out. Instead of immediately restricting my account after being informed of my gambling issues, they have continued to encourage gambling activity by offering bonus funds and promotions.

I am requesting AskGamblers' assistance in having my account permanently self-excluded and in reviewing Evobet's handling of responsible gambling and self-exclusion requests.

Unresolved

Payment of profit

Hello, I would like you to help me.

About a year ago, I started playing on this site. I don't have an exact date because there are not enough statistics on the site to check it accurately. My account with them is verified.

5 days ago, I went in to play again, luck was on my side, and therefore I won quite good amounts from the games.

The site has statistics on the first page, where the top 3 winnings are mine on a high bet.

I made a withdrawal of 1000 euros 3 days ago it is still pending.

The amount in my account is 60 thousand euros.

I wrote to them by email, but they have no information. I wrote in the chat on the site again, but they have no information. I also wrote by email whether it is possible to pay out larger amounts than 1000 euros per week, because on my accounts, I will have to receive my amount for a whole year.

From there, they answered me that the maximum is 1000 euros within 3 days. But even these 1000 euros are already waiting for the 4th day without information.

Please help, as I am at a dead end with them, and they do not give any information.

I want to note that my bet per spin has always been around 20 euros or more, and with such chips, I always lose large amounts. This time I won, and I want my profit.

Resolved

€1,000

Delayed payments and waiting

Hello everyone,

I am having trouble withdrawing my money from Evobet Casino. The amount in question is €3,000, but withdrawals can only be requested in increments of €1,000.

I attempted to make a withdrawal, but I was told that I needed to verify my identity, so I submitted the requested documents. These were approved, and I then tried to make another withdrawal. However, it was denied because I needed to verify my identity again—this time with a selfie.

I submitted another document with a selfie, which was approved, and I was informed that my account was now fully verified.

Evobet has declined my withdrawal a total of three times. My latest withdrawal request is currently marked as “pending,” but it seems like they are stalling and unwilling to process the payment.

I am reaching out to Askgamblers.com to get an additional opinion on this matter. Evobet has a high rating here, so it should be in their best interest to resolve this smoothly and fairly.

Best regards

Resolved

€3,000

Refund declined from casino

Hello! I emailed Evobet support on 28 Dec to close my account due to gambling addiction as per their T&C. They didn’t do that so I kept depositing and lost 80€. I asked them for a refund but they refused and said I’m responsible. Please see my email to them and they respond. Please help me to resolve this situation.

Resolved

€80

Removed my winnings

I am writing to formally lodge a complaint regarding the handling of my withdrawal request at Evobet.com.

On October 2 I submitted a request to withdraw my winnings of €2,820.29. However, I received an email from Evobet stating that my withdrawal was cancelled and that the amount had been removed from my account, citing Term 63.4 as the reason.

It is important to note that I made two deposits into my account. The rule stated in 63.4 applies only to players with one deposit, which does not apply in this case. The emails I received from Evobet acknowledge my two deposits, yet the subsequent deduction of my winnings seems inconsistent with their stated policies.

Additionally, AskGamblers.com ranks Evobet very highly, which influenced my decision to choose this casino. Given this reputation, I feel unfairly treated and expect a higher standard of customer service.

I have screenshots and screen recordings as evidence of my deposits and the relevant terms. A review of this situation is requested, as the winnings were removed despite eligibility to withdraw them based on their own terms. This matter requires urgent attention, and resolution is sought promptly.

Thank you for your assistance in addressing this issue.

Sincerely,
David

Rejected

€2,820

Payment 10000 NOK pending for 12 days

Hello.

My withdrawal of 10000 NOK has been pending since 30.07.2024.

My account is fully verified and I have made 6 successful withdrawals previous to this one.

TOS says up to 72 hours process time and the monthly withdraw limit is 7000eur I have so far withdrawn 60000NOK wich is about 5000EUR.

When I contact customer service I only get cut and paste nonanswers.

I have about 12,000 euros in my account so this situation worries me.

I hope you can help me since it`s impossible to get an answer from Evobet and we are talking about a substantial amount of money at stake.

Resolved

kr10,000

Delayed payment of Evobet Casino 400 dollars

Hello everyone,

My withdrawal request of $400, which I submitted from evobet website on February 22, has still not been paid.

I completed the whole KYC procedure. I sent them all the documents they requested. My account has been confirmed But my withdrawal request has still not been approved.

So I sincerely request your help.

Resolved

$400

Delaying verification and payment

Trying to verify my account for over 3 weeks.

I created it on October 26th. After a delay of almost 2 weeks, my identity and proof of residence were approved and verified.

Now when I request a withdrawal, they always ask for an additional document. I need my money, trying for more than 3 weeks. I will attach all the email and chat prints here.

Detail: when you send the document on Thursday, they only respond after Tuesday.

Resolved

R$220

Withdrawal repeatedly rejected

My account is verified and I have been made successful withdrawals before.

I received email that there has been login attempt from abroad and for safety reasons my withdrawal is canceled. Investigation took 9 days and after that they announced that everything is fine, you can withdraw your money." We have made a full check on your account's activity, and we believe that right now your account remains secure. No further actions are required at the moment." and they promised that my withdrawal request will be processed as soon as possible.

After that my withdrawals still gets rejected. I contacted to live support and they told me that there were technical difficulties and try withdrawal again. I tried once again withdrawal and after couple days my withdrawal is again rejected. I asked again from live support what is the problem. Live support could not tell why the withdrawal did not work, just new procrastination "I have escalated to the department in charge, in order to look this further"

It seems that they just postpone my withdrawal for no reason and hope that I would lose my money to the casino during that time. I have been waiting for my money for three weeks already despite numerous withdrawal attempts, several emails and many live support conversations.

Resolved

€160

Refuses to withdraw my funds of €224 for 19 months

I registered on their site in may 2022, played a few sport bets and got limited to 1 eur. I deposited 100 eur and got to 224 eur before my account got limited. I sent every document they asked for verification. After they had nothing to ask anymore, they said that my account is under investigation and they will let me know when the investigation is finished. In the meantime, I have no ability to request a withdrawal. I contacted them several times during the 19 months period, every time they answer that they will ask responsible department and let me know by email (i've never got a response from them). Last time I contacted livechat they told me that my case is not resolved yet. 124 euro profit unable to be withdrawn for 19 months. It's ridiculous.

Resolved

€224