Evobet Casino - Гравцю було запропоновано завершити додаткову ставку свого виграшу.

Good day,

the casino refuses to pay out my winnings even though I played and won without a bonus.

This was preceded by a violation of bonus terms and conditions.

I was then warned that I had a balance of >800€ to play in the casino with a 50-fold turnover.

I saw that and played with the money.

Then I lost that money completely.

However, since I wanted to play again, I asked if the conditions still apply when I deposit again.

That was denied.

So I deposited again, but clearly WITHOUT a bonus.

(12.05.)

After I won my bet I wanted to cash out again.

However, my money is not paid out to me, with reference to the wagering requirements.

I have pointed out to the casino several times that I have made a new deposit and that without a bonus.

It's not about complaining about the casino, it's about being treated fairly.

I like playing there and I think we can get rid of that.

Please help me with this

Guten Tag,

das Casino weigert sich meine Gewinne auszuzahlen, obwohl ich ohne Bonus gespielt und gewonnen habe.

Vorausgegangen ist ein Verstoß gegen Bonus AGB.

Daraufhin wurde ich ermahnt, dass zu dem Zeitpunkt vorhandene Guthaben >800€ mit einem 50fachen Umsatz im Casino zu spielen.

Das habe ich eingesehen und mit dem Geld gespielt.

Dieses Geld habe ich dann komplett verloren.

Da ich aber wieder spielen wollte, habe ich nachgefragt, ob die Bedingungen weiterhin bestehen, wenn ich wieder einzahle.

Das wurde verneint.

Also habe ich wieder eingezahlt, allerdings ganz klar OHNE Bonus. 

(12.05.)

Nachdem ich meine Wette gewonnen habe, wollte ich wieder auszahlen.

Allerdings wird mir mein Geld nicht ausgezahlt, mit dem Hinweis auf die Umsatzbedingungen.

Ich habe das Casino mehrfach darauf hingewiesen, dass ich neu eingezahlt habe und das ohne Bonus.

Mir geht es nicht darum mich gegen das Casino zu beschweren, sondern, dass fair mit mir umgegangen wird.

Ich spiele gerne dort und bin der Meinung, dass wir das aus der Welt schaffen können. 

Bitte helfen Sie mir dabei

Dear BetMoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Evobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the balance before your most recent deposit was zero?
• Was there any bonus or promotion you claimed with your last deposit, or was added to your casino account to your knowledge?
• Could you please explain what games did you play in order to accumulate your current balance? (slots, live games, multiplayer)

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Exactly, the credit was at 0.

No, I did not claim a bonus.

This time it was a sports bet, but I usually play in the casino and would do so again. Or I have to meet wagering requirements in the casino.

Hallo Thomas,

Genau, das Guthaben war auf 0.

Nein, ich habe keinen Bonus in Anspruch genommen.

Diesmal war es eine Sportwette, allerdings Spiele ich sonst im Casino und würde das auch wieder tun. Bzw ich habe Umsatzbedingungen in Casino zu erfüllen.

BetMoe,

Could you please take a screenshot of your bonus history that can be found in your account profile and submit a screenshot here or send it via email at tomas@casino.guru?

I'll await your reply.

Hello Tomas,

unfortunately this is not possible as EvoBEt does not offer a bonus history.

Hallo Tomas,

leider ist das nicht möglich, da EvoBEt keinen Bonusverlauf anbietet.

Thank you very much, BetMoe, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear BetMoe,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Evobet Casino representative to join this conversation and participate in resolving this complaint.

Dear Evobet Casino,

Could you please explain why a player still has wagering requirements even though he has completed wagering after losing all funds and made a new deposit in the meantime?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.