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I was playing with a wager-free bonus, then after winning, I requested a withdrawal and eliminated the bonus. The bonus amount was also deducted, after which I continued to play. Occasionally, I would cancel the withdrawal and ultimately managed to secure a withdrawal of 1800, with approximately 1600 still left in the account. Now, the bonus has been eliminated because supposedly I played too high, which isn't true. What can I do about this? They only credited me with my initial deposit of 45 Eur.

Ich habe mit einem umsatzfreien Bonus gespielt, dann nach einem Gewinn eine Auszahlung beantragt und den Bonus gelöscht , der Bonusbetrag ist auch abgezogen worden , dann hab ich weitergespielt und immer wieder Mal die Auszahlung storniert und am Ende 1800 zur Auszahlung gebracht , ca 1600 noch auf dem Konto gehabt . Jetzt würde der Bonus gelöscht weil ich angeblich zu hoch gespielt habe was aber nicht stimmt . Was kann ich da tun ? Sie haben mir nur meine 45 Eur Einzahlung gebucht .

Dear KingOfJungle,

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

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

• Could you please specify when you deposited in the casino and when the excess winnings were removed from your casino balance?
• If you have a screenshot or a link to the specific bonus you activated and played please share it here as well.
• If there is any other relevant communication between you and the casino, please forward it to my email at tomas@casino.guru

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

I paid in on December 5th. at 8:35 a.m., 45 euros with a 100% wager-free bonus. I was told that I had played too high in the game Sugar Rush Christmas at 10:47 a.m. However, this is not comprehensible in my betting history. Screenshots have been saved and I will send them to you by email, thank you very much

Eingezahlt habe ich am 05.12. um 08:35 Uhr , 45 Eur mit einem 100% umsatzfreien Bonus . Mir wurde gesagt ich hätte um 10:47 Uhr im Spiel sugar Rush Christmas zu hoch gespielt allerdings ist in meiner wett Historie das nicht nachvollziehbar, Screenshots wurden gesichert und werde ich ihnen per Mail zukommen lassen , danke schön Mal

I think there is a misunderstanding here, which can happen, but they refuse to review this decision again and when I asked where I could turn, I was told there was nothing more I could do, which I found to be very unfair because I... I am not aware of any guilt. I know the rules there because it is my regular casino. It's a shame that 3000 euros causes such a problem

Ich denke das hier ein Missverständnis vorliegt was ja passieren kann aber sie weigern sich diese Entscheidung nochmal zu prüfen und auf Nachfrage wo ich mich hin wenden kann würde mir gesagt da gibt's nichts mehr was ich tun kann was ich als sehr unfair empfinde,da ich mir keiner Schuld bewusst bin . Ich kenne die Regeln dort da es mein Stamm Casino ist . Schade das 3000 Eur so ein Problem machen

Thank you very much, KingOfJungle, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi KingOfJungle,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Evolve Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi KingOfJungle,

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 you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter