Account was not closed, even though Self exclusion requested

Since my first complaint against the Evolvebets.io casino could not be upheld, and based on your instructions, I am therefore reformulating the problem this casino poses for me regarding a purely and simply unfairly declined withdrawal of €859 (fraudulently, since the casino accepts my deposits but doesn't pay me).

1. I play at the Evolvebets.io casino, where I have been depositing for several months and, after a win, I requested a withdrawal of €859.

2. When I make my withdrawal, I routinely wonder about the KYC verification of my player account.

3. I am concerned that my player account appears green as verified in my casino lobby, even though, to my knowledge, I have never sent any documents. I am surprised that the casino doesn't offer to upload my documents from my player area.

4. Following my withdrawal request, I received a notification from the casino in the lobby, but not immediately, telling me that my account needed to be KYC verified.

5. I then contacted the casino via chat to inform them of my wish to verify my player account. They initially replied that they were sending the link to my inbox, where I normally receive all their communications (offers, support communications, etc.). This link didn't arrive in my inbox immediately, as I'd hoped in this type of situation. I was told to wait a bit, but still nothing, and I contacted the casino again the next day to discuss this issue. They told me they were resending the link and to check my spam (blah blah blah). I still haven't received what I'm owed, namely this infamous link.

6. During my last communication with the casino via chat in the lobby to discuss the fact that I wasn't receiving the link to verify my account, the agent asked me to refresh my account. I then ask for a refresher on what since for this term we are talking more about a web page. The person told me to refresh my inbox, which I did, but of course, still nothing. At the same time, I refreshed (not me, because I'd been getting frustrated for a while) the casino's website, and, oh surprise, the page says "your connection is not private, no connection to the casino..." And I haven't had a connection to the casino for three days. As indicated in attachment 1 with my complaint, the casino tells me that they sometimes have 256-bit SSL errors... lol.

7. The casino, of course, informed me that my withdrawal of €859 (attachment 2) had been canceled outright on the grounds that I hadn't verified my account. I told the casino how surprised I was that they wouldn't allow me to verify my account, and I still haven't received a response, of course.

So, in conclusion, this is what my complaint is based on: the taking of my deposits and the cancellation of my withdrawal under conditions that are beyond fraudulent. Disgusting.

Looking forward to hearing from you. Kind regards.

Greetings,

Today (19/07/2022) I got my 200.13€ withdrawal decline at EvolveCasino.

I got an email informing me that my most recent withdrawal was declined and the reason was:

4.26 Bonuses offered by Evolve casino are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse, Evolve casino reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending gaming activity and refund the original deposit. Evolve casino can also decide at its own discretion to ban any player from participating in Evolve casino’s promotions for a definite or indefinite period of time as decided by Evolve casino’s management.

4.27 In the event that Evolve casino considers any player to have cheated, taken unfair advantage of bonuses or in other ways have acted in bad faith in relation to a promotion offered on the site, we reserve us the right to block or permanently close the players account. In the event of this Evolve casino is not obligated to refund the players assets on the account and all will be confiscated.

As you can see the reason was very generic and I asked for more information via live chat. The answer was:

''These were breached as you have played 2 games at the same time and this is considered a breach of Terms and Conditions.''

This was the first time I saw a casino forbidding playing 2 slots at the same time, this seems unfair for the player and ISNT is explicit on their Terms and Conditions at all.

As I stated above this was an extremely unfair reason of a ''breach'' of their Terms and Conditions'' and they are using against their customers in order not to pay withdrawals.

Thanks in advance.

Hi I requested permanent account closure with Evolve casino 6 days ago!! I received a mail 3 days ago that my request had been forwarded to the relevant department!! After 3 days I didn’t received anything from them and my account is still open!! It’s been 7 days since I request my account closure and I have been ignored. I try online chat but no response... waiting time more than hour!!!

Hello,

I've done a legit play since my last deposit, and evolve casino refuse to pay my winnings.

Here's the proof with all the spins (23 pages in the pdf file) done since the last deposit, and I strictly follow the rules (no spins more than 2,5€ as they request it should be less than 5€ and no forbidden games).

Best regards

Hello,

at the 19th of October I had 2 withdrawals. One about 200€ and one about 100€. After a day i got an email, that my withdrawal is processed and it would be cashed out on my bank account in the next few days.

Unfortunately to this day the money has not arrived. I wrote several emails to evolve with no answer.

I wrote like 2 times a week to the support in the live chat and the only answer I get every time is, that they waiting for an answer of the department! I need to complain here now, because I'm waiting now like almost 2 month without getting my money or without getting an answer from Evolve!

If needed, I can also attached the emails i wrote with no answer.

I'll give them couple of days to resolve this issue after that I'll report them to their license provider with all the proof I gather

I hope, this complaint could help me to get my money, cause i have a bad impression now of getting it at all.

Many Thanks

So EvolveCasino is doing the same thing they did to me last time I tried to cashout there.

Last time I also had to make a complaint. It was a while ago so I wanted to give them another try but guess I was wrong. I requested cashout of 1300€ on 25.10.2021, after 2 days I received email from their side stating my withdraw was approved and processed. E-mail said it can take up to 4 business days for me to receive my money what has long passed.

I asked them to provide me with referral code of the transaction so I can check with my bank but they didn't provide me with one. When I ask their chat agents about the issue they have no answers for me so I had no other option but to make a complaint and hope they are gonna give me some answers here.

If needed I can provide the email they sent me about my withdraw. Hope this time they gonna be a bit faster since last time it took them a month to send me my money. The thing that bothers me the most is the fact they lie to their players, and still are able to operate as a legal casino. I'll give them couple of days to resolve this issue after that I'll report them to their license provider with all the proof I gather this time and also the last time I had issues with them.

I won 841e 12th of January and made a withdraw request on that day, got my account verified couple days later, haven't heard anything from them since KYC verification. Sent them a couple of emails regarding the situation and haven't got a response. Asked help from their live chat but they just tell me to wait patiently, its been almost a month now which is ridiculous.