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Evobet Casino - Troubles getting my £201 withdrawal

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waggy1966 United Kingdom
Posted on November 15, 2018

I verified my account and requested a withdrawal of £201 by bank transfer which was confirmed by Evo bet. They said the money had been paid on 16th October. I checked with my bank and they confirmed that they had not received this money. I have since exchanged many e-mails with Evo bet chasing this money and eventually , 2 weeks ago, they said they had asked their bank to trace the payment. Since then I have e-mailed them again and they say they will let me know. The responses I have received seem to by system generated and I am now getting the impression that they have no intention of paying me my winnings. I realise it is only £201 but it is rightfully mine and I would expect payment. Any help would be gratefully appreciate

Posted on November 15, 2018

Dear customer,

We investigated further the whole issue and we are sorry for the inconvenience created.

We would like to inform you that we initially sent the withdrawal as per your request to your bank account and the transaction was successfully completed from our side.

Once you contacted us reporting that you did not receive the withdrawal, we immediately initiated the trace procedure. We confirmed with the bank that the transaction was successfully sent and we also sent you the withdrawal receipt. This official document was sent to you via email and we strongly advised you to provide this document to your bank in order to locate the transaction.

We are extremely concerned about customers' satisfaction. Thus, we took all the appropriate steps by following procedures and sending all the necessary documents.

We are now waiting for bank's response as they have started the trace. We would much appreaciate your patience on this matter.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 15, 2018

Thanks for your reply, but you told me on 2nd November that you had asked your bank to trace the money , surely this process doesn't take nearly 2 weeks. From my initial withdrawal request this problem is now 5 weeks old. I get the distinct impression that you have no intention of paying me this money

Posted on November 16, 2018

Dear customer,

Unfortunately we didn't have any update from our bank and the transaction hasn't returned.

We can ensure you that we keeep contact our bank or regular basis for further update, however they haven't locate the transaction yet.

We apologise for the delay. From our side we are doing our best to keep you satisfied and resend your withdrawal.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 16, 2018

Thank you for your reply, however you have now been saying that your bank is trying to trace the payment for the last 2 weeks, and the original withdrawal request is now 5 weeks old. As far as I can see, I am no further forward to receiving the £201, which is rightfully mine, than I was 5 weeks ago. I can't understand when I deposited money in my account it is there immediately, but when I try to make a withdrawal I am fobbed off and doubt that I will actually receive the money. I am sure that if that if the amount was £10000, your bank would have traced the money by now.

Posted on November 16, 2018

Dear customer,

We would like to inform you that we need to follow specific security procedures in order to locate the transaction which require bank's involvement. Regardless of the amount this process should be initiated prior to resend the withdrawal.

We understand your dissapointment, however we cannot do much unless the bank locate the transaction and release the funds.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 16, 2018

Could you please tell me how long it takes the bank to trace the money please. It's obviously longer than 2 weeks as we have passed that time now, is it 1 month ?, 6 months ?, Never ?. There does not seem to be any urgency from you / your bank to get this matter resolved. I see another user has the same problem form the same date regarding not receiving a withdrawal, surely this indicates to you that there was a problem with withdrawal processing on that date ? It seems I am being punished through no fault of my own

waggy1966 United Kingdom
Posted on November 16, 2018

I see there are now 4 complaints regarding your lack of paying against withdrawal requests. Something is clearly wrong with your withdrawal system and your bank's transfer system. Please sort this an fulfil your obligation to pay clients their lawful winnings.

Posted on November 18, 2018

Dear customer,

We would like to inform you that it is our priority to ensure secure payments for all our customers.

We need to follow specific security procedures in order to locate the transaction which require bank's involvement. Unfortunately we don't know the time that bank needs to complete the necessary steps.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 18, 2018

Thank you for your reply.
I understand you need to follow procedures but how would you like it you had requested to be paid and you were now entering into the 6th week without receiving payment. This is totally unacceptable, if I went to my own bank and asked them to trace a payment they had made from my account, they would do that immediately . I suggest you contact your bank and ask the trace this payment immediately as they have clearly made a mistake and are refusing to admit liability

Posted on November 21, 2018

Dear customer,

We have already contacted our bank multiple times however they confirmed they haven't located the payment yet.

Unfortunately we cannot predict the time that bank needs in order to complete the procedure. We hope that the issue will be resolved as soon as possible.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 21, 2018

The fact that you say you have contacted your bank several times and they still haven't traced the payment, just confirms my thoughts that the payment was never made, and there is no intention of making this payment. This complaint has now been ongoing for over 6 weeks and your bank was asked 3 weeks ago to trace the payment. I find the whole situation totally unacceptable and unprofessional. The fact that you say you are doing your best and thanking me for my patience is also unacceptable. Clearly your bank is at fault as they cannot trace the payment.
This is a problem between you and your bank, but I am the one being penalised and not receiving the £201 which is rightfully mine.

waggy1966 United Kingdom
Posted on November 21, 2018

I would also like to point out that after 3 weeks your bank has unsuccessfully tried to trace the payment, then surely that indicates that the payment was never made. Therefore please request that they make the payment with immediate effect.

Posted on November 23, 2018

Dear customer,

We can ensure you that the payment was made on time and we also sent you the proof of the payment.

Unfortunately we cannot predict the time that bank needs in order to complete the trace procedure. We hope that the issue will be resolved as soon as possible. Once the withdrawal is returned we will inform you accordingly.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 23, 2018

I don't know how to reply. I am getting absolutely nowhere with this complaint. I have reached the conclusion that I am never going to receive the money owed to me. I think there is £0.12 balance on my account, please close my account immediately. You can keep the £0.12 on my account as you are already keeping the £201 I requested to be withdrawn. Please confirm my account has been closed

Posted on November 26, 2018

Dear customer,

We would like to inform you that your account is now closed.

Unfortunately we cannot predict the time that bank needs in order to complete the trace procedure. We hope that the issue will be resolved as soon as possible.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 26, 2018

Thank you for closing my account. Please keep me updated regarding tracing the withdrawal, though as I have already said, I have written this withdrawal off as I am convinced you will not pay me. I would also strongly advise you to change your bank.

Posted on November 27, 2018

Dear customer,

Thank you for your recommendations.

We would like to inform you that we are trying to resolve the issue as soon as possible. We will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 27, 2018

Keep me updated please

Posted on November 30, 2018

Dear customer,

Unfortunately the bank hasn't informed us yet about the status of the trace procedure and the transaction hasn't returned back to us. We hope that the issue will be resolved as soon as possible.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on November 30, 2018

This standard reply is absolutely pathetic. It is now 8 weeks since my initial withdraw request and 4 weeks since you say you asked your bank to trace this alleged payment. If you are not going to pay me then I would rather you just told me, rather than just sending a message saying your bank haven't traced it and thanking me for my patience. I believe that your site was never registered in the UK, so that means you have taken my deposited money by fraudulent means. If this matter isn't resolved soon and you pay me the money which is rightfully mine, I will contact my bank and seek advice as to which legal step I take next. For your information I requested a withdrawal from another site, using exactly the same bank details I gave you, and that was paid into my account on the next day. Please revert with your intentions.

Posted on December 4, 2018

Dear customer,

Please accept our apologies for the delay. We are doing our best to contact our bank and fasten the process.

In the meantime before you take any further action, please send us a full statement of your bank account (the one to which we sent the money) from 15/10 until 15/11.

The document needs to be signed and stamped from your bank.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 4, 2018

I am not sending anything to you as you are clearly just postponing the fact that you have no intention of paying me. I do not believe anything you have said and do not believe that your bank has even tried to trace the payment. Do you really believe that I would bother you for so long if I had actually received the payment. ? You have acted in a fraudulent manner and have taken money from me with no intention what so ever to pay me my winnings. Providing I receive the £201 winnings within the next 7 working days, I will consider the matter closed. However if I do not receive the money and you carry on avoiding the issue, I will contact my bank and ask them to investigate your organisation for fraudulent activity

waggy1966 United Kingdom
Posted on December 4, 2018

Having researched Satabank I now believe they are no longer trading. This goes to prove that your bank has not even tried to trace the payment, which clearly has never been made, and you have been lying to me since I first made contact with you regarding the non payment

waggy1966 United Kingdom
Posted on December 8, 2018

So as you haven't had the courtesy to reply, can I take this as you consider the matter closed and you will not pay me my rightful winnings ?

Posted on December 11, 2018

Dear customer,

We honestly apologize for the inconvenience and the delay.

We never lied and we have sent you a proof that we sent the money successfully.

We are trying to resolve the issue as soon as possible. We will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 11, 2018

The proof you sent was a PDF, nothing official. My bank have confirmed several times that this money has never been received. Could you please confirm the status of your bank Satabank as the press are saying that the bank has been frozen pending investigation for fraud and criminal activities. As I've said previously my account is with you and not Satabank so you owe me the money. Also I presume that as Satabank is frozen you are conducting your business via a different bank ? It is clear this payment has never been received by my bank / myself so it is your responsibility to make the payment to me and then you to take up the issue of the missing £201 with Satabank. My initial withdrawal request was around 11th October hence my extreme disappointment and lack of patience. You say you are trying to resolve the issue but I cannot actually see what you are doing, cold you let me know please. There is another Evo bet user with exactly the same problem, from exactly the same time who has not received payment from Satabank which indicates to me that Satabank are at fault.
Please try to regain some respect from me an pay my £201 winnings immediately

Posted on December 15, 2018

Dear customer,

Please accept our apologies however we are continuously trying to do our best and fasten the process.

In the meantime before you take any further action, please send us a full statement of your bank account (the one to which we sent the money) from 15/10 until 15/11.

The document needs to be signed and stamped from your bank.

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 15, 2018

I request that you send me a stamped copy of your bank statement showing the money was paid. I will not be sending you my bank statement. I now have got to the stage that I accept that you are not going to pay me my winnings. I think the whole situation is extremely poor and your customer service is the worst I have ever experienced

Posted on December 19, 2018

Dear customer,

We honestly apologize for the inconvenience and the delay.

We are unable to send another document from our bank as we have already sent it to you.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 19, 2018

It is now 11 weeks since I requested a withdrawal of£201 and I have still not received it. It is 7 weeks since you said you had asked your bank to trace the payment. You have still not traced this payment. You say you have sent me proof of payment, but this was just a PDF and is not proof. I would like you to answer the following questions.
Is Satabank trading still as according to the press it isn't and is under investigation. Will you send me an authentic bank statement showing the payment was made. What are you actually doing to sort this problem. I really don't know why I am bothering as all your replies are just thanking me for my patience. So far all your replies are worthless and do not tell me anything. Please answer all the above questions and confirm either yes or no whether you have any intention of paying me the £201 which is rightfully mine.

Posted on December 22, 2018

Dear customer,

We would like to make sure that we want to resolve this complaint so you can get your withdrawal.

We are unable to send another document from our bank as we have already sent it to you.

Moreover we have started the trace procedure, however the amount hasn't returned to us so we need to investigate the issue more before we send you a new withdrawal.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 22, 2018

You said you started the trace around 2nd November. How long does it take to trace. I have no faith in you whatsoever. My account is with you, not your bank, so you should make the payment to me. Then you should take up the issue with your bank. I am being punished for no reason of my own makedoing. I want and end to this and to receive my £201

Posted on December 26, 2018

Dear customer,

We would like to inform you that we cannot send you the withdrawal again, unless the funds return back to us.

We are trying to resolve the issue as soon as possible however it takes a bit longer as this process requires bank involvement.

We will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 27, 2018

You say you cannot pay me my withdrawal 'again' ? You have never paid me in the first place, so you can't pay me 'again'. You say you are waiting for the funds to be returned to you. If they have never been paid they cannot be returned as they never left your bank account. You say it takes time as in requires bank involvement. You said you contacted the bank in October, 2 months ago. Please be honest with me and confirm you will not be paying me as your bank, Satabank, in under investigation for criminal activities and all assets have been frozen

Posted on December 29, 2018

Dear customer,

We have alreaydy send the withdrawal once and we cannot send you the withdrawal again, unless the funds return back to us.

We are trying to resolve the issue as soon as possible.

We will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on December 30, 2018

You are giving me no relevant information whatsoever regarding this withdrawal. Please confirm that Satabank are under investigation and they have not paid the money. You are not being totally honest with me and you are hoping that I will forget this withdrawal.

Posted on January 3, 2019

Dear customer,

We cannot provide such information for our external partner.

We are trying to resolve the issue as soon as possible.

We will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 3, 2019

You keep replying saying you are trying to resolve the issue and thanking me for my patience.
Could you please tell me exactly what you are actually doing to resolve this issue? This complaint has now been running since 16th October when you said your bank made the payment, which it clearly didn't. I am rapidly running out of patience and have put a camplaint into the body which granted your company the gambling license

Posted on January 7, 2019

Dear customer,

We honestly apologize for the whole inconvenience.

We have started the trace procedure in order to locate your transaction and we have also contacted the bank multiple times but no updated was given from their side.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 7, 2019

Your replies are worthless. It is now 84 days since you said you had paid me and 67 days since you said you had asked your bank to trace the payment and I am no closer to receiving my lawful winnings of £201.
The fact that you keep apologising and saying you are trying to resolve the matter is also worthless and totally unacceptable. My account is with you and not your bank so you are responsible for paying me. Failure to pay me will leave me no alternative other than to start legal proceedings against you.

Posted on January 11, 2019

Dear customer,

We completely understand your dissapointment however we have already sent the withdrawal once and we cannot send you the withdrawal again, unless the funds return back to us.

We are trying to resolve the issue as soon as possible and we will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 11, 2019

Yet again a reply telling me nothing. You have NOT sent the withdrawal , if you had do you honestly think I would still be chasing it ? Could you also tell me why I was able to create an account with you, me being from the UK, but shortly after requesting my withdrawal, the UK is now a restricted country with no access to Evobet. ?

Posted on January 15, 2019

Dear customer,

From the beginning of your complaint we have started the trace procedure in order to locate your transaction. We have contacted the bank multiple times but no update was given from their side.

We hope we will resolve your complaint as soon as possible.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 15, 2019

If you started the trace when I first complained that means you have been waiting for an answer for 3 months. This is surely an indication that the bank is at fault and no payment was ever made. There are currently 2 complaints on Ask Gamblers and I'm sure many more direct with yourselves regarding non payment of winnings. You don't seem to be doing anything to resolve this matter.

Posted on January 18, 2019

Dear customer,

We honestly apologize for the whole inconvenience.

We have started the trace procedure in order to locate your transaction and we have also contacted the bank multiple times but no updated was given from their side.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 18, 2019

You win, I accept you are never going to pay me. As far as I am concerned you are nothing more than a corrupt, fraudulent, lying organisation. I will not be contacting you again. If £200 means that much to you then I feel very sorry for you

Posted on January 22, 2019

Dear customer,

We honestly apologize for the whole inconvenience.

We have started the trace procedure in order to locate your transaction and we have also contacted the bank multiple times but no updated was given from their side.

We hope that this issue will be resolved as soon as possible.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 23, 2019

I'm sick of your replies stating the same thing, that you apologize and you can't do anything as the your bank won't respond to you. Don't bother replying, I know I will never see the £201 I ligitimally won . One thing I can say though is the Evobet have stopped me from gambling as I don't think I can trust any site now

Posted on January 25, 2019

Dear customer,

We apologize for the delay.

We are doing our best to resolve the issue as soon as possible. However, we haven't had any further update from te bank.

We will inform you once we have further updates.

Kind Regards,
Evobet Team

Posted on January 29, 2019

Dear customer,

We apologize for the delay.

We are doing our best to resolve the issue as soon as possible. However, we haven't had any further update from the bank.

We will inform you once we have further updates.

Kind Regards,
Evobet Team

waggy1966 United Kingdom
Posted on January 30, 2019

I give up. I accept you are never going to pay me. I will not be replying to anymore messages or emails. As a final note I would like to say that I have never had any problems with any of the other gambling sites I have played. I think your customer service is the worst I have ever encountered, but it is what I should expect from a corrupt, un ethical fraudulent business like yourselves. I would also say that Ask Gamblers is of no use whatsoever and clearly back the casino sites and prove no worth to the actual gambler when problems occur. Good bye and good riddance

Posted on February 1, 2019

Dear customer,

We have contacted our bank to release the funds in order to return it to us. Unless we receive the money we cannot resend the withdrawal to your bank account. However, if the money returns to us, we will re-send the withdrawal.

Likewise, if the withdrawal reaches your balance, please inform us so that we can resolve this case.

We appreciate your patience, and apologize for this inconvenience. We would like to assure you, that your case is a priority for us, and as soon as we hear back form the bank we will inform you.

Kind Regards,
Evobet Team

AskGamblers
Posted on September 25, 2019

This complaint has been reopened due to the declared willingness on behalf of Evobet Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

Posted on September 25, 2019

Dear WAGGY1966 and AskGamblers,

We received today a reply from our bank regarding the payment in question.

We have already informed both WAGGY1966 and AskGamblers via private email and also provided the relevant information. The bank claims that WAGGY1966's funds have been sent successfully and they have not returned back to them.

Having said the above, we consider the case closed from our side.

Best regards,
Evobet

AskGamblers
Posted on September 25, 2019

Dear @waggy1966,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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