Complaint #14 Evospin Casino

Withdrawal Delays and unfair withdrawal restrictions

By mistersalto

4 months ago

I am filing this complaint due to ongoing withdrawal delays and inconsistent enforcement of the casino’s own withdrawal limits. Despite legitimate winnings and full verification, the casino has failed to process withdrawals in a timely or predictable manner.

Although the casino claims a €500 daily withdrawal limit, this limit has not been honored in practice, resulting in only €1,500 paid out over 7 days. Meanwhile, I am left with €6,800 in my balance and €500 pending, with no reliable timeline for withdrawal of my funds.

I am requesting third-party mediation to ensure the casino either:
- Processes withdrawals consistently according to its stated rules, including backfilling the €2k that were not paid out this week (1.5k vs 3.5k expected over a week)
OR
-Allows a reasonable withdrawal limit so legitimate winnings can be paid without unnecessary delay.

Timeline & Facts
January 2nd:
I deposited approximately €700 total, using the casino’s “High Roller Welcome Pack” bonuses.
These bonuses explicitly allow bets of up to €25 per spin. In over 5 years of playing in Curaçao licensed casinos, it is the first time I'm faced with a site that limits payouts to €500 per day.

January 2nd:
After a lucky streak, I accumulated winnings, verified my profile and requested a €5,000 withdrawal.

January 5th:
This was the first time the casino responded, informing me of a €500 daily withdrawal limit.
While this limit is mentioned in the site's T&Cs, the high bet limit among other factors (including Bets Entertainment N.V. being a reputable operator) led me to believe I would be welcome as a player that usually loses & wins big.

As of today (7 days after initial withdrawal request):
- I have only received €1,500 paid out total
- €500 is currently pending
- €6,800 remains in my balance

Withdrawal requests are not processed daily, despite the stated €500/day limit. Even since Jan 3rd I have only received 3 withdrawals in nearly 6 days. I would like to add that the casino's customer service has been excellent and super responsive. It's only the lack of timely withdrawals and the low withdrawal limit that are the cause of this complaint.

Disputed Casino Evospin Casino

Reason Delayed payment

Amount €7300

Discussion

AskGamblers

• Support Team

3 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

mistersalto

3 months ago

Dear Askgamblers complaints team & wider community.

I would like to confirm that I've received the full balance. Although I would like to point out that for an 8000 Euro balance, this process took 35 days. I have not received any goodwill gesture from the casino for the issues that delayed the withdrawals. In my opinion, whether the issues are on the payment processors or the casino's side, should not matter for the player.

So while the complaint can be marked as resolved, I would like to highlight this fact to the wider community and do not recommend anyone to play there, particularly high rollers.

Thank you Askgamblers for your support in mediating this dispute.

Evospin Casino

• Representative

3 months ago

Dear AskGamblers Team and Dear Player,

Thank you for your continued patience while this matter has been under review.

First and foremost, we sincerely apologize for the delays and inconvenience experienced during the withdrawal process. We fully understand the frustration caused by the cancelled requests and the inconsistent communication regarding limits, and we regret that this situation has led to concerns about our operations.

After a thorough internal review together with our payment provider, we confirm the following:

- The technical issues that previously caused several withdrawal cancellations have now been fully resolved.

- The most recent withdrawal was successfully completed on 06.02.

- All prior delays were related to payment provider processing errors and not due to liquidity limitations or selective enforcement of our Terms and Conditions.

The player’s account remains fully verified, and there are no restrictions preventing withdrawals in accordance with the applicable limits.

We acknowledge that certain withdrawal requests were cancelled after submission, which understandably created uncertainty and frustration. This was not our intention, and we recognize that communication during this period could have been clearer. For that, we sincerely apologize.

Regarding the €500 daily withdrawal limit, this rule remains part of our Terms and Conditions. However, during the technical disruption period, exceptions were temporarily discussed in order to facilitate resolution. We regret any confusion this may have caused and confirm that withdrawals are now being processed normally and in line with the established procedures.

We would like to strongly emphasize that there are no liquidity issues affecting our operations. All legitimate winnings are paid in accordance with our Terms and Conditions, and we remain fully committed to honoring our obligations.

We appreciate AskGamblers’ mediation and the player’s patience throughout this process. Should any further clarification be required, we remain fully available to cooperate.

Kind regards,
Evospin Casino Team

AskGamblers

• Support Team

3 months ago

Dear all,

This complaint has been reopened as per Evospin 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.

Evospin Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $2,890

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Evospin Casino Complaints

See all complaints for this casino

Missing deposit Evospin

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Resolved

€25

Evospin took my deposit of USD 60

I registered at evospin casino on 16 May 2021 at 1:20 am, uploaded all my documents, and decided to give it a try which I sincerely regret, so I made a deposit at 1:33 am of $60 using ecopayz deposit method, I recorded a video while making my deposit (sent via live chat), and made a photo of the payment ID (File 1), but on my surprise my balance at the casino was still at 0, I checked my transaction history at my ecopayz account and the money was taken at the same time I made the deposit (File 2), so I contacted their live chat they told me it will took some time, I have waited 21 hours and I contacted the live chat again many times and the only answer I got is to wait, it's really a shame to do such a behavior on 2021, now I ask this casino to give me back my deposit of $60.

Resolved

$60