Complaint #38 EvolveCasino

Delayed cashed out and no answer since October

By Tom R.

4 years ago

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

Disputed Casino EvolveCasino

Reason Delayed payment

Amount €300

Discussion

AskGamblers

• Support Team

4 years ago

Dear @DameOne,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

DameOne

• Nordrhein-Westfalen

4 years ago

Dear Askgamblers Team,

seems to be right that i played off my funds! But it wasn‘t clarified, that these are funds they wrote me an email that i have get a cash bonus (WhatsApp happens more often). But it‘s okay now i will never ever play on this scamming website again! Would ne Great to get one more answer of evolve why they didn‘t cashed out my money for 2 month because my Account was verified several times and in the same week of the withdrawal! If you seem the case as closed it‘s okay.
Thanks askgamblers for you Support. This is a really good Service were evolve should take a Look at!

AskGamblers

• Support Team

4 years ago

Dear @DameOne,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

DameOne

• Nordrhein-Westfalen

4 years ago

Hello,

funny that this happens in the week of my withdrawal and before a few times also and all documents were accepted! As welk you didn‘t send me a mail, that you Transfer the money back to my Account (After 2 month!!!!), no you wrote me a mail i should take a Look for my cash bonus so i thought it is a Bonus and of Course i lose everything! No matter this whole situation and you website is a joke.. where was my money the Last 2 month when it was declined? Where was the mail that you Need the documents? Oh wait right you Send me an email that my Account is veryfied! Perfect service… Not!
I wrote you again an email that i want to close my Account.. lets see how Long you need with that request.

EvolveCasino Complaint Stats

Resolved 16 / 16

Avg. Amount $759

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

EvolveCasino Complaints

See all complaints for this casino

Complaint against Evolvebets casino reformulation

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.

Resolved

€859

11 days waiting for payment

I am now waiting 11 days for 2 withdrawals. live chat fobbed me off for a week, saying they would be paid within 5 days. I'm fully verified and broke no rules.
Every email has been ignored and now I can't even get onto live chat as they've left one ticket pending for 2 days saying I'll get an Answer asap. Absolutely dreadful experience.

Rejected

€1,009

Withdrawal declined invoking unfair terms and conditions

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.

Resolved

€200

Evolve Casino - Account closure

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!!!

Resolved

Payment refused after legit play, seems unfair

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

Resolved

€167

Evolve Casino - Delaying payment

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.

Resolved

€1,300

Account was not closed, even though Self exclusion requested

Hi have told Evolve casino many times to close my account with them because I have a gambling problem but they never close my account with them and I could make more deposit to them! And I want my deposit back from them! Because I did tell them that I want to close my account with them for I have a gambling problem, but they never close my account with them and I could make more and more deposits to them.

Resolved

€1,000

Delayed payment of €841

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.

Resolved

Waited Over 1 Month For Wire Transfer Withdrawal to Arrive to No Avail

My withdrawal of CAD 2500 via wire transfer was approved on December 18, 2020 after submitting all required documents and bank account details.

After waiting 18 days without receiving mt withdrawal, I contacted Evolve Casino on January 5, 2020 to inquire about the withdrawal and obtain wire transfer reference code as instructed by my bank (to trace the wire transfer). Evolve Casino did not provide the wire payment reference code, instead asked me for updated bank statement which I provided.

I was told that Evolve Casino would contact me by email regarding this issue. At this time I gave the Casino the option of sending my withdrawal via Interac Etransfer since they offer this payment method for deposits and I have successfully withdrawn via Interac from another Mountberg casino previously.

After waiting 26 days, I still did not receive my withdrawal nor an email response from Evolve Casino (per my previous chat) regarding this issue. I contacted Evolve Casino again via chat to ask about the withdrawal and obtain the wire transfer reference code.

Evolve Casino again failed to provide the wire transfer reference code, instead telling me to wait for email response. At this point I told the rep that I will be filing a complaint at Askgamblers if there is no progress on my withdrawal after one month from date of approval.

It has now been 38 days since my withdrawal and I still have not received the fund in my bank account. I also have not received the wire transfer code via email. In fact I have not received any email response from Evolve Casino at all despite the two chats.

I am looking for immediate processing and confirmation of my withdrawal of CAD 2500 either via wire transfer with the reference code for tracing by my bank or via Interac Etransfer.

I have provided the pdf of email from December 18, 2020 confirming approval of my withdrawal along with the amount and Evolve Casino transaction number.

I have also provided the chat logs from Jan 5 and Jan 13, 2020. They are in form of screenshot as there was no option of receiving the chat transcripts.

Resolved

$2,500

Delayed withdrawal of €500

I have made a withdrawal of 500 euros on the 21st of december and it is still not processed. I have asked about it in chat about three times but no real answer. I was just asked to send an email to support, which i did on the 23rd dec but haven't heard anything back. On 24th dec got reply from chat that they have unsually many withdrawals and that's why it takes a bit longer, but it's already a week from that and still nothing!

Resolved

€500