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The situation is as follows: I deposited €20 with a bonus and won €480 by playing non-prohibited games. I had €400 pending withdrawal, but they cancelled it on the grounds that I had inadvertently played a game listed as prohibited with the remaining €80. I find it utterly unacceptable that I didn't receive any money at all. The chat personnel told me there's nothing I can do about it, the money is gone. It's always the same, every time I win, they always find some excuse. And to think I am a regular customer at this lousy casino.

Folgender Sachverhalt ich habe 20€ Mit Bonus eingezahlt ich habe in keinerlei verboten spiele 480 Euro gewonnen ich habe 400 Euro in der Auszahlung gehabt und die haben das storniert weil ich mit den rest 80 Euro ausversehen ein Spiel gespielt habe was in der Liste steht ich sehe das echt nicht ein das ich kein einziges Geld erhalte die sagten im Chat ich kann nix dagegen machen das Geld ist weg es ist jedes Mal das gleiche gewinnt man Mal etwas wird immer ein Schuh draus gemacht und ich bin da Stammkunde in den scheiß schuppen

Dear Horno12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino? Do I understand correctly that the casino claims that your winnings were confiscated for playing a restricted game after the bonus wagering was completed already and you had a pending withdrawal?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, hello, first of all, thank you for the answer, I made a deposit and played up to 510 in one game, which is not forbidden. Because there was a €20 bonus, I only had 480 in the payout, i.e. I lost the rest of the €10 bonus after 2 or 2 After three hours I decided to withdraw so that was all real money. I then had 400€ in the payout via litcoin and played with the remaining 80€ and played a game that is forbidden, it's completely out of the blue why they just paid me out have deleted it is unbelievable what the operators are doing with the people here, I haven't done anything illegal, it's all legal, how can they just do it when I'm in the payout when there was no money in the account, only they say 80 euros, it's forbidden to play the game That's not entirely accurate 🤯🤯🤯🤯🤯🤯AND THAT WAS ANOTHER SALES-FREE BONUS THAT'S HOW THEY ADVERTISED IT I DON'T UNDERSTAND THE THINGS THEY'RE GOING TO DO I made another payout yesterday that hasn't been processed yet but the 400 suddenly went away 😂😂😂😂😂😂😂😂 no, this is not my first bonus and I could always pay out no man would only be advertised via email, pay everything without any turnover and you can have the winnings paid out at any time😴😴😴😴😴😴 you would It wasn't pointed out that the game is forbidden, they do that specifically🙏🙏🙏That's what I get as an answerHello Christian,

We confirm receipt of your email,

Please note that your last withdrawal request was canceled because you violated our Terms and Conditions by playing a banned game, namely "San Quentin xWays".

We invite you to take a look at your betting history on 09/02/20236 at 5:45pm CET to find the €0.40 bet you made.

We warmly invite you to read more carefully our Terms and Conditions available on our website in order to avoid a similar situation in the future.

We understand your frustration with your withdrawal, but this decision is final.

Thank you for your understanding.

Ja Hallo danke erst Mal für die Antwort ich habe eine Einzahlung gemacht und im einen Spiel was nicht verboten ist bis 510 gespielt ich habe dann weil 20€ Bonus dabei waren nur 480 In der Auszahlung gehabt sprich hatte den Rest 10 Euro Bonus dann verspielt nach 2oder drei Stunden habe ich mich entschieden zurück zu ziehen also das war alles echt Geld habe dann 400€ per litcoin in der Auszahlung gehabt und mit den Restlichen80 € gespielt und ein Spiel gespielt was verboten ist es ist völlig aus der Luft gegriffen warum die meine Auszahlung einfach gelöscht haben es ist unfassbar was die Betreiber mit den Leuten hier machen ich habe nichts verbotenes gemacht es ist alles rechtens wie können die einfach wenn ich in der Auszahlung bin wo Geld gar nicht auf den Konto war nur sie 80 Euro sagen gäbe verboten Spiel gespielt die tikken doch nicht ganz 🤯🤯🤯🤯🤯🤯UND DAS WAR NOCH EIN UMSATZFREIER BONUS SO HABEN DIE IHN BEWORBEN ICH VERSTEHE DAS GETUE VON DENNEN NICHT ICH ich habe gestern eine andere Auszahlung gemacht die bis jetzt nicht bearbeitet wurde aber die 400 das ging Uhr plötzlich 😂😂😂😂😂😂😂😂 nein das ist nicht mein erster Bonus und ich könnte immer Auszahlen nein Mann würde nur per Email beworben zahlen sie ein alles umsatzfrei und die Gewinne können sie sich jeder Zeit auszahlen lassen😴😴😴😴😴😴man würde auch nicht drauf hin gewiesen das das Spiel verboten ist das machen die extra so🙏🙏🙏Das bekomme ich als AntwortHallo Christian,

Wir bestätigen den Eingang Ihrer E-Mail,

Bitte beachten Sie, dass Ihr letzter Auszahlungsantrag storniert wurde, weil Sie gegen unsere Allgemeinen Geschäftsbedingungen verstoßen haben, indem Sie ein verbotenes Spiel gespielt haben, nämlich „San Quentin xWays".

Wir laden Sie ein, einen Blick auf Ihren Wettverlauf am 02.09.20236 um 17:45 Uhr MEZ zu werfen, um die von Ihnen getätigte Wette von 0,40 € zu finden.

Wir laden Sie herzlich ein, unsere auf unserer Website verfügbaren Allgemeinen Geschäftsbedingungen sorgfältiger zu lesen, um eine ähnliche Situation in Zukunft zu vermeiden.

Wir verstehen Ihre Frustration über Ihren Rückzug, diese Entscheidung ist jedoch endgültig.

Danke für Ihr Verständnis.

Thank you very much, Horno12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Evolve Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Horno12,

I'm Michal, and I have taken over your complaint.  I have reviewed your case and I have some additional questions. Was the bonus from which you gained your winnings offered to you via email or you have claimed it in your casino account? Did you claim any other bonus after you submitted your withdrawal request of the €400? Were the winnings from the bonus converted to real money balance and you continued to play which funds that looked like real money in your casino balance?

I will contact the casino to see if I can help.

We would like to invite Evolve Casino to join the conversation.

Dear Evolve Casino,

Can you please provide more information as to why was the player's balance confiscated? From the information the player has provided, It looks like the initial bonus wagering conditions have been fulfilled and the winnings should have been considered as real money. The bonus terms and conditions should not be applicable for real money play. Can you please shed more on this matter?

So I received an email deposit €20 and play all turnover for free then I only played 2 games that were not forbidden and from that I scored 520 I then let out €480 20 were blocked I then played the rest completely away was zero because I had the stupid idea of canceling the payment again in order to use another payment option. I then paid out €400 per litcoin and had the rest of €80 on it where I accidentally started playing 40cents in one game, well, yes It was already announced that nothing further will happen because the casino is in the way, I think everything is for nothing from the 400 they only left me 20 € I gambled it of course 😁🤣🤣🤣🤣🤣🤣 I should have just left the 480 € I would have gotten it well stupid and every time they come to me I would have played the forbidden game with all the money even though the payout was €400 and the rest 80 on it the €400 payout didn’t even take a few hours to process but the 70€ that I later won days really strange the whole thing

Also ich habe eine Email erhalten zahlen sie 20€ein und spielen sie alles Umsatz frei dann habe ich nur 2spiele gespielt die nicht verboten waren und daraus 520erziehlt ich habe dann ich habe dann 480€rausgelassen 20 waren gesperrt ich habe den Rest dann komplett weg gespielt war auf null da Kamm ich auf die dumme Idee noch Mal die Auzahlung zu stornieren um eine andere Auszahlungs Option zu nutzen ich habe dann 400€per litcoin ausgezahlt und hatte Rest 80€ drauf wo ich anfing ausversehen 40cent im einen Spiel zu spielen naja da ja schon angekündigt wurde das da nix weiter passieren wird da sich das Casino quer stellt ist glaub alles umsonst von den 400 haben die mir nur noch 20€ gelassen die hab ich natürlich verspielt 😁🤣🤣🤣🤣🤣🤣ich hätte die 480€ einfach lassen sollen da hätte ich es bekommen naja dumm halt und jedes Mal kommen die mir ich hätte mit dem Ganzen Geld das verbotene Spiel gespielt obwohl 400€ in der Auszahlung war und der Rest 80 drauf die 400€auszahlug hat nicht einmal paar Stunden zur Bearbeitung gebraucht aber die 70€ die ich später gewonnen habe Tage echt Merkwürdig das ganze

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If nothing comes out of the shitty club anyway, they can close it, but I still thank them for their help

Kommt sowieso nix von dem scheiß Verein können sie schließen ich danke ihnen Trotzdem für die Hilfe

Dear Horno12,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint via email to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer, but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru