Complaint #19
EvolveCasino
Refuse to self-exclude me despite letting them know about my gambling addiction
5 years ago
Dear AskGamblers
I have tried to sent you this case before, but you told me to wait for answers from the casinos regulator. I told you that they havent answered me, and you told me to attach the mails I have sent to the regulator with the date visibly stated. I have attached the mail that was automaticly sent when I used the form to contact the regulator from Evolve Casinos website. This clearly shows what I wrote to them and the date is clearly visible in the header of the mail. The mail is attached in jpg-format.
Here you get the explanation of the case once more (btw. sorry for my bad english)
Dear Askgamblers
I have contacted you about this case before, but you denied to look at it, since I also had contacted the license provider. I have now decided to contact you again, since this casino use a Curucao license that do not respond at all. At that reason I hope you will take a look at this case, since its a very good example on a casino who simply not act according to responsible gambling.
First of all; Im gambling addicted and need help, but its hard to ask for help, when casinos like Evolve casino make it so hard to leave.
After I lost alot of money on their casino I contacted livechat to get self excluded. They told me to sent a mail, which I did with the topic "URGENT - delete account now - gambling addicted"
Some hours later they responded, just to tell me that they have forwarded the request to the relevant department.
TWO DAYS!!! later I got a mail telling me that they needed a proof of my identity to self exclude me. I was shocked! Why on earth should I sent them proof of my identity to get me self excluded? They didnt need anything when I should deposit money into their site. I asked them about that, and the only answer I could get was "its a procedure" Nowhere on their homepage it says, that you need to get verified to get you self excluded and I have never ever seen that on any other casino before.
. Anyways, I sent them what they asked for - a utility bill (payment service from my bank) and a copy of the front of my driving license.
Later that day they responded telling me that the documents was not accepted. They needed both the front and backside of my driving license and the utility bill I sent must not be a screenshot?!? How should I know that, when they didnt tell me that in the first place? It makes no sence!
Instead of senting them more documents, I asked them why they didnt do anything to prevent me from playing untill they got my documents - they knew I was addicted and actually didnt do anything to prevent me from playing. Their answer shocked me!!
They basicly said, that if they didnt get the documents they asked for, they wasnt responsible for anything.
I gave up... and played again at their casino and lost even more money. 10 days later I contacted them again telling them about my addiction once more. This time they tried to persuade me to stay at their site telling me all the benefits they give to their customers, such as cashback and other promotions.
Do they really think thats responsible gambling? Their job is not to let me keep playing, but help me getting self excluded, but the only thing they did was to make it as hard as possible to leave, and even tried to persuade me to keep playing, by telling me about cashback and other good promotions. I denied and asked them to self exclude me. Untill today they have still not self excluded me and im still able to login to the site and play.
In my eyes, this is a clear proof of how Evolve casino will do anything to prevent their users from excluding themselves. They have long response times and do not write what the requirements are for the documents to be submitted to them. They only do this after you have sent them, so that they make sure that the user can still play in the meantime. Despite the fact that I tell them countless times that I am gambling addicted, they do absolutely nothing to stop me from playing. Untill today, im still able to login to their site and play.
I mean, I'm entitled to a refund of the money I lost after I first asked to be excluded - a total of $ 175.
I have attached the whole mail correspondence I had with Evolve Casino together with a picture of me transaction history (the transactions made after I asked for self exclusion are marked with a black frame) and a picture of my profile on Evolve Casino.
I look forward to hear from you.
I have tried to sent you this case before, but you told me to wait for answers from the casinos regulator. I told you that they havent answered me, and you told me to attach the mails I have sent to the regulator with the date visibly stated. I have attached the mail that was automaticly sent when I used the form to contact the regulator from Evolve Casinos website. This clearly shows what I wrote to them and the date is clearly visible in the header of the mail. The mail is attached in jpg-format.
Here you get the explanation of the case once more (btw. sorry for my bad english)
Dear Askgamblers
I have contacted you about this case before, but you denied to look at it, since I also had contacted the license provider. I have now decided to contact you again, since this casino use a Curucao license that do not respond at all. At that reason I hope you will take a look at this case, since its a very good example on a casino who simply not act according to responsible gambling.
First of all; Im gambling addicted and need help, but its hard to ask for help, when casinos like Evolve casino make it so hard to leave.
After I lost alot of money on their casino I contacted livechat to get self excluded. They told me to sent a mail, which I did with the topic "URGENT - delete account now - gambling addicted"
Some hours later they responded, just to tell me that they have forwarded the request to the relevant department.
TWO DAYS!!! later I got a mail telling me that they needed a proof of my identity to self exclude me. I was shocked! Why on earth should I sent them proof of my identity to get me self excluded? They didnt need anything when I should deposit money into their site. I asked them about that, and the only answer I could get was "its a procedure" Nowhere on their homepage it says, that you need to get verified to get you self excluded and I have never ever seen that on any other casino before.
. Anyways, I sent them what they asked for - a utility bill (payment service from my bank) and a copy of the front of my driving license.
Later that day they responded telling me that the documents was not accepted. They needed both the front and backside of my driving license and the utility bill I sent must not be a screenshot?!? How should I know that, when they didnt tell me that in the first place? It makes no sence!
Instead of senting them more documents, I asked them why they didnt do anything to prevent me from playing untill they got my documents - they knew I was addicted and actually didnt do anything to prevent me from playing. Their answer shocked me!!
They basicly said, that if they didnt get the documents they asked for, they wasnt responsible for anything.
I gave up... and played again at their casino and lost even more money. 10 days later I contacted them again telling them about my addiction once more. This time they tried to persuade me to stay at their site telling me all the benefits they give to their customers, such as cashback and other promotions.
Do they really think thats responsible gambling? Their job is not to let me keep playing, but help me getting self excluded, but the only thing they did was to make it as hard as possible to leave, and even tried to persuade me to keep playing, by telling me about cashback and other good promotions. I denied and asked them to self exclude me. Untill today they have still not self excluded me and im still able to login to the site and play.
In my eyes, this is a clear proof of how Evolve casino will do anything to prevent their users from excluding themselves. They have long response times and do not write what the requirements are for the documents to be submitted to them. They only do this after you have sent them, so that they make sure that the user can still play in the meantime. Despite the fact that I tell them countless times that I am gambling addicted, they do absolutely nothing to stop me from playing. Untill today, im still able to login to their site and play.
I mean, I'm entitled to a refund of the money I lost after I first asked to be excluded - a total of $ 175.
I have attached the whole mail correspondence I had with Evolve Casino together with a picture of me transaction history (the transactions made after I asked for self exclusion are marked with a black frame) and a picture of my profile on Evolve Casino.
I look forward to hear from you.
Screenshot
