Reclamação #49
Cassino Evobet
Evobet Casino - Withdraw canceled and balance deducted based on groundless accusations
há 6 anos
Hello everybody.
This is my fisrt ever complaint against any online casino, and i am almost ten year's in the online gambler community, i will do my best to follow all guidelines and avoid any misunderstanding.
A friend of mine told me about evobet a few weeks ago, i did not check it out at this point, because i was happy with the current online casino's that i play at the moment, and why would i bother changing something that is good. Things changes as i got an email from hutbet on sunday 5 days ago, in this mail they statet 3 online casinos as top 3 casinos, i saw that the casino (evobet) that my friend suggested to me was also in this top 3 list, so i visitet askgamblers website of course to check the rating and the reviews of evobet. To my suprise the rating and also the reviews where pretty decent, 350+ reviews and rating of 8.2+ is not that bad at least in my opinion.
I took some time, to read the reviews and the complaints, and most of the complaints where because of bank withdrawal, i use e-wallets so i was thinking that this is not a big thing.
Ok, i then gave it a try, created an account, took the welcome bonus, deposited 50€ got +50€ extra, lost it all the same day, no big thing, as you can not win always. Same day i got some lucky chest free spins, played them, also no luck.
Next day i wanted to give the casino another try without taking any bonus, but before that i checked my e-mails, and there i had an e-mail from evobet with an 10% cashback. So i was thinking ok let's try this first to see if i have some luck today, visit the website, take the cashback (no deposit required) and got about 9€ in my account, so i open an game, put a maller stake and got lucky to get a good paying bonus and balance went up to 120€. I played 20€ and wanted to cashout 100€, i saw i need to verify my account before i can make an withdrawal, so i did. An also to my suprise, the verification process was done the same day, and my account was now verified. I then made an withdrawal 100€ to my e-wallet from where i deposited of course.
To the problem itself:
Next day, i got an e-mail Dear Customer, We are sorry to inform you that your withdraw request has not been approved. Contact Support. Ok i then wrote an e-mail to support asking why my withdrawal was rejected, and also not credited back into my account, it just vanished ith the remaining few cent's in my account blance, i also contacted support via chat, they told me to wait for the e-mail. Ok so i played on some other site as i was waiting for an reply, and again to my suprise and e-mail came verry fast, maybe 30 minutes after contacting support in chat.
So in the e-mail itself, they have stated that i have breached the terms and conditions of the casino website because i was using an vpn, they also wrote me 4 diffrent ip addresses that i have used, but this ip adresses are given to me by my isp provider, only the last 2 digits are diffrent, i do not have an static ip address, i would have to pay 5€/month more to have and static ip adress, i then sent them an e-mail and screenshot from my router showing that this is my actual ip address, there is no vpn or anything else used, i mean ok i do have some technical knowledge, i do know that if you use an vpn you are seen from an diffrent country ip address and your data i somehow encrypted, but i dont have and i dont use an vpn.
So, evobet is acusing me of using an vpn, what is totaly ridiculous and there is no proof given to me other then my 4 changed ip adresses.
For me it is not about this 100€ anymore, when i tilt i make 3 spins with this money, it is now more about the fact that they are accusing me of using an vpn, what is totaly not true, my pppoe connection is set to connect on demand, if i close my lid on the laptop and my smartphone is not connected to the wlan, my wouter will disconnect the pppoe connection until there is again some demand, if i then open my laptop i get another ip address, as simple as that.
Attached you will find an screenshot of the e-mail and an screenshot of my router and isp.
From evobet itself, i am asking to take a second look at my issue, and to appologize for accusing me for something that i dont have done.
Best regards and thank you in advance.
Mirela
This is my fisrt ever complaint against any online casino, and i am almost ten year's in the online gambler community, i will do my best to follow all guidelines and avoid any misunderstanding.
A friend of mine told me about evobet a few weeks ago, i did not check it out at this point, because i was happy with the current online casino's that i play at the moment, and why would i bother changing something that is good. Things changes as i got an email from hutbet on sunday 5 days ago, in this mail they statet 3 online casinos as top 3 casinos, i saw that the casino (evobet) that my friend suggested to me was also in this top 3 list, so i visitet askgamblers website of course to check the rating and the reviews of evobet. To my suprise the rating and also the reviews where pretty decent, 350+ reviews and rating of 8.2+ is not that bad at least in my opinion.
I took some time, to read the reviews and the complaints, and most of the complaints where because of bank withdrawal, i use e-wallets so i was thinking that this is not a big thing.
Ok, i then gave it a try, created an account, took the welcome bonus, deposited 50€ got +50€ extra, lost it all the same day, no big thing, as you can not win always. Same day i got some lucky chest free spins, played them, also no luck.
Next day i wanted to give the casino another try without taking any bonus, but before that i checked my e-mails, and there i had an e-mail from evobet with an 10% cashback. So i was thinking ok let's try this first to see if i have some luck today, visit the website, take the cashback (no deposit required) and got about 9€ in my account, so i open an game, put a maller stake and got lucky to get a good paying bonus and balance went up to 120€. I played 20€ and wanted to cashout 100€, i saw i need to verify my account before i can make an withdrawal, so i did. An also to my suprise, the verification process was done the same day, and my account was now verified. I then made an withdrawal 100€ to my e-wallet from where i deposited of course.
To the problem itself:
Next day, i got an e-mail Dear Customer, We are sorry to inform you that your withdraw request has not been approved. Contact Support. Ok i then wrote an e-mail to support asking why my withdrawal was rejected, and also not credited back into my account, it just vanished ith the remaining few cent's in my account blance, i also contacted support via chat, they told me to wait for the e-mail. Ok so i played on some other site as i was waiting for an reply, and again to my suprise and e-mail came verry fast, maybe 30 minutes after contacting support in chat.
So in the e-mail itself, they have stated that i have breached the terms and conditions of the casino website because i was using an vpn, they also wrote me 4 diffrent ip addresses that i have used, but this ip adresses are given to me by my isp provider, only the last 2 digits are diffrent, i do not have an static ip address, i would have to pay 5€/month more to have and static ip adress, i then sent them an e-mail and screenshot from my router showing that this is my actual ip address, there is no vpn or anything else used, i mean ok i do have some technical knowledge, i do know that if you use an vpn you are seen from an diffrent country ip address and your data i somehow encrypted, but i dont have and i dont use an vpn.
So, evobet is acusing me of using an vpn, what is totaly ridiculous and there is no proof given to me other then my 4 changed ip adresses.
For me it is not about this 100€ anymore, when i tilt i make 3 spins with this money, it is now more about the fact that they are accusing me of using an vpn, what is totaly not true, my pppoe connection is set to connect on demand, if i close my lid on the laptop and my smartphone is not connected to the wlan, my wouter will disconnect the pppoe connection until there is again some demand, if i then open my laptop i get another ip address, as simple as that.
Attached you will find an screenshot of the e-mail and an screenshot of my router and isp.
From evobet itself, i am asking to take a second look at my issue, and to appologize for accusing me for something that i dont have done.
Best regards and thank you in advance.
Mirela
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