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Evobet Casino - Withdrawal issues

RESOLVED
Posted on November 16, 2018

I made a withdrawal that was processed by Evobet on the 19th October. This money which was a bank transfer as they said they are unable to pay straight back to the card I paid with never reached my account. I was issued a payment slip PDF from Evobet on the 9th November and have been to the bank. They have no record of any payment reaching the account. They have asked for a bank statement from Evobet that shows that the payment has been made. I requested this last Friday by email. As I hadn't heard anything back I contact live chat on Tuesday 13th November to be told that I need to email. After explaining that I had already done this the agent went away for a few minutes and came back to say that the relevant dept will be in contact. I have still not received a response. We are nearly a month since the transaction was supposedly paid. Please can you assist with this matter. I see that there is another member who is also encountering similar issues. I also now see that access is denied getting on to the website!

Posted on November 16, 2018

Dear customer,

We can confirm that your withdrawal has been sent on Thursday, 15/11/2018 and the issue has been resolved after mutual agreement.

The complaint is already resolved and there is no need to take any further action.

Kind Regards,
Evobet Team

Posted on November 16, 2018

I have had no correspondence to confirm this. Please can you advise when this money should hit my account. Kind Regards

Posted on November 19, 2018

Dear customer,

Can you please clarify your email address you used to register at Evobet as well as the amount of your withdrawal?

Kind Regards,
Evobet Team

AskGamblers
Posted on November 19, 2018

Dear Evobet Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on November 19, 2018

Dear askgamblers team,

The email that customer used to create askgamblers account is not the same with the one he used at Evobet account.

That is the reason we ask customer to provide details of Evobet account.

Kind Regards,
Evobet Team

AskGamblers
Posted on November 19, 2018

Dear Evobet Casino,

Please be in informed that player's email address sent by private message, is the email address stated by the player that he used to register at your casino, upon the information that we have. Players are obligated to enter their casino login details prior complaint submission.

Posted on November 19, 2018

I can confirm that the email address provided is correct

Posted on November 21, 2018

Dear customer,

We would like to inform you that we have further investiagted the issue and we have started the trace procedure for your withdrawal.

Please find attached a proof for the withdrawal as we have already sent it successfully to your bank account. With this proof you can go to your bank and ask to locate the transaction.

In the meantime, we have contacted our bank in order to locate the transaction. We are still waiting for their response and we will inform you accordingly as soon as possible.

Please note that we follow all the security procedures and we take all the necessary steps in order to resolve any issues may occur.

Kind Regards,
Evobet Team

Posted on November 21, 2018

As stated previously my bank have not been able to trace based on previous correspondance. My bank have asked that you show on your bank statement that this payment has been sent.

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. We are sending you the proof of payment via email one more time.

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

Posted on November 23, 2018

I genuinely don’t know why you’ve resent me the same proof again? I’ve already advised that the bank have said they cannot trace the payment based on the info you’ve sent and have asked for you to provide your bank statement to show the payment ?

Posted on November 26, 2018

Dear customer,

We cannot send any other proof as this is the transaction proof. Unfortunately we haven't heard back from the bank yet.

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

Kind Regards,
Evobet Team

Posted on November 28, 2018

@askgamblers - Is there anything you can do to assist with this? It looks to me that there are 3 complaints logged against this company, all who have similar issues around withdrawals, and all from withdrawals from similar dates.

The responses we’re all getting are not good enough. I appreciate that ‘if’ they have sent money somewhere that they would have to trace this money (no brainer) but for this process to be dragging on as long as it has doesn’t sit well with me.

My bank have been very clear with their expectations, and this is to see this payment on a bank statement. They don’t need to see all other outgoings/incomings just purely this payment. Is this a unreasonable request?

I have seen that proof of trace has been requested from another complaint. I would also be keen on seeing this proof. Please can you arrange? Again not an unreasonable request I believe.

I would appreciate a response that is to reflect the above not that you are waiting for the bank to come back to you.

Thanks

Posted on November 30, 2018

Dear customer,

We have already sent you a proof that the money left successfully from our side.

Our bank has initiated the trace but we cannot predict the time they need to complete it.

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.

Kind Regards,
Evobet Team

Posted on December 1, 2018

So I see the bank you was using has closed?!? Is this the reason why we’re not receiving our money? If so it’s very poor on your part. I’d respect you more if you were being honest.

Posted on December 4, 2018

Dear customer,

In order to fasten the process, please send us a full statement of your bank account (the one to which we sent the money) from 15/11 until today.

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

We appreciate your patience on this issue.

Kind Regards,
Evobet Team

Posted on December 4, 2018

I will do this once you show me your bank statement (not the PDF you’ve sent previously, an actual bank statement) showing the payment being made. You’ve got to understand that for me to do this means that I have to go to a physical bank, again to get them to sign which is at a cost for me bother personally and financially.

AskGamblers
Posted on December 10, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on December 10, 2018

Dear customer,

We apologize for the inconvenience however we have already sent you the proof that the transaction was completed and we cannot provide any further documentation.

Our bank needs an additional document from your side which is a full statement of your bank account (the one to which we sent the money) from 15/11 until today. The document needs to be signed and stamped from your bank.

Please send the above document in order to complete the trace process.

Kind Regards,
Evobet Team

Posted on December 11, 2018

What you have sent does not constitute as proof unfortunately. As I’ve said. My bank HSBC a global bank have said that the funds have not been received. They have requested your bank statement showing the payment.

I will not be going back to my bank to get a stamped statement and feel this is totally unacceptable behaviour from you.

Your bank is no longer operating. Can you answer whether this is true or not???

I will keep this complaint open until you have the decency to pay your customer.

Posted on December 15, 2018

Dear customer,

We have already sent you the proof that the transaction was completed and we cannot provide any further documentation.

Please send the document that we requested in order to complete the trace process.

Kind Regards,
Evobet Team

Posted on December 16, 2018

I’ve seen that someone has already sent you what you’ve requested from me and it’s made absolutely no difference to their withdrawal being paid so I will decline again as I refuse to take time to physically visit my bank to obtain a signed statement. I would much prefer for you to show me your bank statement which shows you have sent the payment not a pdf that shows absolutely no proof to me

Posted on December 20, 2018

Dear customer,

We sent what we had to send you as a proof of the transaction and we cannot provide any further documentation.

Please send the document that we requested in order to complete the trace process.

Kind Regards,
Evobet Team

Posted on December 20, 2018

I am not going to my bank - pay the 3 complaints you have!! Your behaviour is disgusting. I will keep this complaint going so people can see how underhand you’re being until we have been paid!!

Posted on December 20, 2018

First group of Satabank clients to get funds back on Monday

Business at the bank was frozen on October 20

In the Times of Malta article. Coincidence of the times that 3 of your complaints made a withdrawal and your bank freezing accounts?!? Just admit we’re not getting our money instead of making us jump through hoops

AskGamblers
Posted on December 22, 2018

Dear @greefkid21,

Please keep in mind that your previous message has been edited due to the fact that some parts of the text were written using Caps Lock. We hope you are in aware of the fact that using so intensely Caps Lock while writing online is considering as yelling and yelling is definitely not the expected attitude and behaviour we expect from those who are willing to use AGCCS /AskGamblers Casino Complaints Service/.

Make sure to read carefully and comply with all Complaints Guidelines from now on. https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

Posted on December 22, 2018

@askgamblers - I appreciate that and would apologise. I would also ask what you can do to help not just myself but the others who have similar issues that’s I’m having to getting this resolved.

Evobet are not answering any questions around their current banking status and are stalling. I logged this complaint on here in the hope you could help resolve. I could’ve just emailed them directly to be fobbed off

Posted on December 26, 2018

Dear customer,

We apologize for the delay of the process to locate your withdrawal.

We are doing our best to resolve your complaint. We have sent you a proof of the transaction and we cannot provide any further documentation. However we are still waiting for the bank to locate your money.

Kind Regards,
Evobet Team

Posted on December 28, 2018

Will you answer the following question?

Is your bank currently under investigation for potential fraudulent activities?

Thanks

Posted on December 31, 2018

Dear customer,

We cannot provide such information for an external partner of us.

Kind Regards,
Evobet Team

Posted on December 31, 2018

Can you confirm whether your account with Sata Bank has been frozen due to them being investigated?

Nearly 2 and a half months this has been going on and still no resolution!!

Posted on January 3, 2019

Dear customer,

We apologize for the delay of the process to locate your withdrawal.

We are doing our best to resolve your complaint but we cannot provide information related to our relationship with our bank.

Kind Regards,
Evobet Team

AskGamblers
Posted on January 6, 2019

Dear Evobet Casino,

Please let us know if there's some update regarding this case.

Posted on January 10, 2019

Dear Askgamblers team,

We have already sent you a proof that the money left successfully from our side.

Our bank has initiated the trace but we cannot predict the time they need to complete it.

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.

Kind Regards,
Evobet Team

Posted on January 11, 2019

I don’t believe that it takes this long to trace the funds!!

3 customers all from around the same date all awaiting their withdrawal from you!!

Accept responsibility with this.

I don’t understand why the customer who has sent their bank statement to you is still waiting? Surely this would’ve proved the funds hadn’t been received?

This is exceptionally poor from Evobet.

I’m glad I haven’t wasted time and money visiting my bank again to get this statement if you’re just going to ignore the facts that the customer didn’t received the funds.

Please pay us our money

Posted on January 15, 2019

Dear customer,

We apologize for the inconvenience however we haven't received your money back, thus we cannot credit the amount into your bank account again.

We hope that the bank will complete the process as soon as possible in order to resolve your complaint,

Kind Regards,
Evobet Team

Posted on January 17, 2019

Satabank have been contacting personal and corporate customers on a staggered basis, requesting certain information as part of the controlled release of funds. This process will continue over the coming weeks.

Customers may have provided some of this information to the Bank already, either as part of the account opening process or on another occasion. Our first priority is ensuring the security of our customers funds, and receiving this documentation directly from customers on request is an important step for us to safely release their funds.

I’m hoping this means we will have our money soon?

AskGamblers
Posted on January 22, 2019

This complaint has been reopened as per Evobet Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on January 22, 2019

A satisfactory resolution would’ve been myself and others receiving their withdrawals which is still yet to happen!

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 te bank.

We will inform you once we have further updates.

Kind Regards,
Evobet Team

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

Posted on February 5, 2019

Okay. So hopefully we’re looking good at getting our money then?

Posted on February 5, 2019

Dear customer,

We are doing our best to get your money as soon as possible and when 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.

Thank you once again for your patience on this matter.

Kind Regards,
Evobet Team

AskGamblers
Posted on September 30, 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 30, 2019

It’s great Evobet have re-opened the case. I hope this is due to them accepting the money was never received by myself and they’ll be looking to resend the funds as soon as possible?

Posted on September 30, 2019

Dear GREEFKID21 and Aksgamblers,

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

According to them, the payment has been successfully executed and the funds have not been returned, meaning that they consider the withdrawal successful.

We have forwarded our correspondence with the bank to AskGamblers and the proof of payment and therefore we would like from you GREEFKID21 to either confirm the receival of the funds or contact your bank and ask them to do a research on their side, with the reference ID we have provided to you on one of our previous emails.

Thank you for your cooperation.

Looking forward for your reply.

Kind regards,
Evobet

Posted on September 30, 2019

I did this previously and the bank never received the funds!! You’re basically pushing the same information as before. Forget it, I’m not wasting any more of my time on this.

Posted on September 30, 2019

If you was really interested in resolving the issue, you would get your bank to contact my bank and try to resolve, rather than asking me to spend my valuable time chasing rainbows

Posted on September 30, 2019

Dear GREEFKID21,

The issue here is that you insist that you never received the funds and our bank insists that they have send the funds successfully to your bank account.

When we receive a confirmation form our bank that the money has been sent successfully, then unfortunately we cannot do anything more from our side, as we do not have any bank statement from your side, stating otherwise.

If you want us to contact our bank and tell them to investigate it further, we will first need a confirmation from your bank that they have not received any funds from our bank and that they cannot trace the transaction with the provided reference ID.

If you do not want to spend your valuable time regarding this issue, then please close the complaint, as we do what we have to do from our side.

As you can understand it is not just the two of us involved in this, as there are at least two banks involved and we are trying what we can from our side as Evobet.

Kindly let us know, if you have any new information/bank statements regarding the transaction in question.

Regards,
Evobet

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