Evobet Casino - アカウント制限により、プレイヤーの引き出しが遅れています。

I requested a withdrawal with Evobets of my amount won and they wanted me to verify my identify which is completely normal. I uploaded all the required documents and was soon KYC verified on there website. I then requested a withdrawal again because the other withdrawal was denied due to this. Once I requested the new withdrawal, they said they wanted more verification with me holding my ID with myself in the picture. I complied with this and provided that information. It was then approved and I requested another withdrawal. Now I got an email (attached is there email) stating I broke terms of service. Not sure how I broke any terms of service. They are just using this as a means to avoid paying out a player which is extremely unprofessional.

1. VPN - I am in a valid location to play on Evobets. I've been in Calgary, Alberta, Canada (my primary residence) as well as Winnipeg, Manitoba, Canada which I am in right now due to the holidays visiting family. They can check geolocation to ensure I am in the proper area, so I have no reason to VPN to play, since both locations are allowed to play at there casino.

2. Forging Documents - Not sure how these are forged, as my drivers licenses is a valid government issued ID.

3. Abusing Bonus - Not sure how I abused the bonus? I played anywhere between $75-$100 bets on sports I watch. This just seems like an easy way for the company to avoid paying out as they provide no proof or anything to say I abused the bonus. Not sure how I could, as I don't have multiple accounts. I placed the bets only on Evobets under my only account with them. Once again seems like a shady way to avoid paying out players.

They stat there decision is final and will not provide any updates regarding this. They just state I broke terms of service and refuse to payout my winnings when no terms were broken. They are just trying to find any excuse possible to avoid paying out.

I've done some research now, and I found a TON of complaints on TrustPilot of people having the same issue, where Evobets will just say you broke the Term's of Service for no reason and take your funds. Something seriously has to be done about this, as no one is helping nor will the regulator as they say you must resolve the issue with the casino yourself.

Hello hurteau,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Evobet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you play sports betting only?
• Would it be possible to forward the same documents to [email protected]?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you please advise since when is your account fully verified?

• It was verified on December 13. I was then KYC Verified. So I requested a withdrawal. On December 16th my withdrawal was cancelled and was asked to hold up a photo with my ID to my face. This was then verified again on December 18th. Then on December 19th I got the suppose of "breach" of Terms.

Did you play sports betting only?

• I only played Sports Betting. I saw the casino on Askgamblers, since it was rated pretty high, so I tried out there sports welcome bonus. I only bet on sports I watch, like NBA, NHL & NFL.

Would it be possible to forward the same documents to [email protected]?

• Just sent documents. I sent it from devonh*****@gmail.com - This is my main email I used. If need be, I can send from worldgamingc****@gmail.com which was the email I used on Evobets. I like to keep anything gambling related separate from my personal email. Just thought I'd give that heads up incase you are wondering from the email thread image attached.

When was the last time you spoke to the casino and what was it about?

• I spoke to the casino yesterday about my initial deposit withdrawal. The thing I find strange is that I broke all these terms of service, yet they are letting me keep my initial $150 deposit? I would figure if I broke all these rules all my funds would be gone. For some reason I can withdraw my initial deposit. I am assuming I can, still waiting on the withdrawal or for another scam reason they won't provide my initial deposit back.

If there is anything else you need, I will happily comply, as I'm trying everything in my power to stop this scam and help prevent others from this happening. This casino can't keep getting away with taking people's money and using there Terms as a way to avoid payouts when no terms were broken. This is happening to numerous people.

Hello hurteau,

As it is yet unclear based on which term did the casino to decide to close your account, we will try to get in touch with them

I will be forwarding your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Please keep in mind if it is related to sports betting, we will be forced to close the complaint as we deal only with casino related matters,

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you hurteau for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Evobet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Devon Hurteau ,

The deduction was made in accordance with the website's term 12.10, for using multiple Proxy IPs to log in the website and place off price bets (which also led to the limitation of the account from our trading team).

Proxy IPs, same as VPN, are not allowed according to term 12.10. It is not associated with location but for the IPs were used.

Limitations were not set. Instead funds were seized.

On top of this, people do travel. It's the holiday season, so this is invalid. Just because I'm not in my home province does not mean I am using a VPN lmao. Stop trying to use that as an excuse.

Then you also said I forged documents. So what happened to that statement? Leaving it out?

Thank you for the update Evobet Casino representative. We consider IP not to be a justifiable offense for confiscation of the winnings due to its nature of being able to change, if there aren't any other similarities between the accounts we would recommend performing the KYC verification on both accounts and doing a video call if you want to be sure this isn't a multiple accounts case. All players should have the chance to play as their own person even if they're sharing a household if they verify themselves with proper documents and play with their own funds. I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

Hello again and Happy new Year ! ,

WE are unfortunately unable to perform a video verification. Additionally, we assert that the decision was made in full compliance with the website's Terms & Conditions, which the user agreed to upon registration.

Best Regards,

Evobet Team

Using excuses once again. No terms were broken. Accusing someone of using a proxy/VPN during the holiday season when people travel. That's a whole level of low.

Thank you for the update Evobet Casino representative. Would it be possible to provide me with any information from which you have made this decision? You can provide any information to my email. ([email protected]) Thank you in advance for your cooperation!

Peter you can see here our term 12.10 that we mentioned above - Evobet.

Thank you Evobet Casino representative. Would it be possible to clarify what advantage the player gained if they used this strategy? Would they now be able to place off price bets without the use of a proxy? Thank you in advance for the clarification!

Hi Peter,

Thank you for your follow-up.

Our assertion is that players using proxy IPs, coupled with suspicious sportsbook activity, often aim to obscure connections associated with duplicate or third-party accounts exhibiting similar patterns of activity. To address such behavior, we have applied the relevant terms, specifically clause 12.10, which covers the use of proxy IPs in this context.

Should you have further questions or require additional clarification, please feel free to reach out.

Best regards,

The Evobet Team

Thank you for the clarification Evobet Casino representative.

Dear hurteau, as it came to light that your complaint is sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter