Complaint #137 Evobet Casino

Removed my winnings

By Stefforn123

1 year ago

I am writing to formally lodge a complaint regarding the handling of my withdrawal request at Evobet.com.

On October 2 I submitted a request to withdraw my winnings of €2,820.29. However, I received an email from Evobet stating that my withdrawal was cancelled and that the amount had been removed from my account, citing Term 63.4 as the reason.

It is important to note that I made two deposits into my account. The rule stated in 63.4 applies only to players with one deposit, which does not apply in this case. The emails I received from Evobet acknowledge my two deposits, yet the subsequent deduction of my winnings seems inconsistent with their stated policies.

Additionally, AskGamblers.com ranks Evobet very highly, which influenced my decision to choose this casino. Given this reputation, I feel unfairly treated and expect a higher standard of customer service.

I have screenshots and screen recordings as evidence of my deposits and the relevant terms. A review of this situation is requested, as the winnings were removed despite eligibility to withdraw them based on their own terms. This matter requires urgent attention, and resolution is sought promptly.

Thank you for your assistance in addressing this issue.

Sincerely,
David

Disputed Casino Evobet Casino

Reason Declined payment

Amount €2820.29

Discussion

AskGamblers

• Support Team

1 year ago

After carefully reviewing all the information and evidence, the AskGamblers Complaint Team has determined that the player was aware of the relevant terms and conditions prior to his actions. It appears that by making a second deposit without a valid reason, an attempt was made to create a “win-win” scenario in his favour, contrary to casino terms.

In light of this, our decision is to reject the case.

Inactive user

1 year ago

I would like to clarify my position regarding Term 63.4. This term specifically applies to players with one deposit only. Since I have made two separate deposits, the restriction should not apply to my case.

My screenshot clearly shows that I made a €30 deposit on 30/09 at 2:14 PM, with my balance at that time being €2,679. After this deposit, I increased my balance to €3,667, demonstrating that my winnings were not solely from the first deposit.

I respectfully request a reconsideration of my case based on these points.

Evobet Casino

• Representative

1 year ago

Dear All,

We would like to inform you that our player, Stefforn123, who uses the email <email address removed> as their username on our casino platform, has breached our Terms & Conditions 63.4, which states: “A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.”

This breach resulted in our decision to deduct the amount of 2,820.20 euros.

As shown in the attached screenshot titled "total deposit," the player made their first deposit of €50 on 30/09/2024 at 5:42:21 AM. Additionally, the second screenshot, titled "second deposit," shows that when the player made a second deposit of €30 on 30/09/2024 at 12:12:06 PM, winnings were already present from the first deposit. All winnings stemmed from the player’s initial deposit, and shortly after making the second deposit, the player requested a withdrawal.

Consequently, the withdrawal was canceled in accordance with the breach of T&C 63.4, and the winnings were deducted. The remaining balance in the player’s account amounted to 780 euros. This sum reflects the maximum cashable amount of 15x of the first deposit, plus the amount of the second deposit (First deposit of €50 x 15 = €750, plus the second deposit of €30, totaling €780 in the account). The player then requested a withdrawal of this remaining balance, which has been successfully processed.

Please feel free to reach out for any additional information or clarification.

Best regards,

The Evobet Team.

AskGamblers

• Support Team

1 year ago

Dear all,

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

Evobet Casino Complaint Stats

Resolved 42 / 44

Avg. Amount $2,235

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

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