Evobet Casino - プレイヤーの撤退は没収されました。

Cuando intenté retirar me cancelaron el retiro y me quitaron de mi cuenta 803 euros alegando que infringí los terminos y condiciones del casino, algo que no es cierto. A continuación, adjunto el correo recibido:

Dear Edson

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €803.08 has been removed from your balance due to the breach of the following Terms & Conditions:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Lastly, please nothe that the amount of your last 2 deposits remains in your account.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

Dear EdsonM52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal and the subsequent removal of funds from your account.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• Have you used a VPN or any other tools that may alter your location?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before your winnings got confiscated?

Your cooperation in providing these details will help us investigate and work towards a resolution. This information is vital for us to understand the case thoroughly and advocate on your behalf.

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

Best regards,

Kristina

Hello Kristina,

I confirm that I did not use any VPN or similar applications.

I only made sports bets.

Yes, upon receiving confirmation that my account was verified, I proceeded to make the withdrawal. That's when I received the email notifying me that the balance had been withdrawn from my account.

Greetings.

Hola Kristina,

Confirmo que no utilicé ninguna aplicación VPN o similar.

Únicamente realicé apuestas deportivas.

Si, al recibir la confirmación de que mi cuenta estaba verificada procedi a realizar el retiro, justo en ese momento fue cuando recibí el correo notificandome que se había retirado de mi cuenta el saldo.

Saludos.

Thank you for your reply, EdsonM52. Unfortunately, if you only placed bets on sports betting and your winnings have been confiscated, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.