Evobet Casino - プレーヤーがカジノからの出金に問題を抱えています。

I've been trying to withdraw for some time, my account was already verified, but when I asked for the first withdrawal, they asked me again for a selfie with a document. I'm sure they turned out very well, but they keep asking me to send them again and again, but I proofread and all the information is clearly visible. Please help me.

Estou tentando saque já faz algum tempo, minha conta já era verificada, mas quando pedi o primeiro saque,me pediram novamente selfie com documento. Eu tenho certeza que ficaram muito boas, mas ficam pedindo para enviar novamente e novamente, mas reviso e todas informações estão bem visiveis.Por favor me ajudem.

Dear Anaraquel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly the selfie with an ID is the last document required by the casino in order to complete your verification? When exactly did you submit the selfie, and what was the last reply you received from the casino about it?

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,

Tomas

Good morning,

my documentation has finally been accepted and the withdrawal amount is R$ 1,736.00, please help me receive

Bom dia,

minha documentação ja foi aceita finalmente e o valor de saque é R$ 1.736,00, por favor me ajudem a receber

Anaraquel,

Could you please specify what is the status of your withdrawal request currently? Please let me know if you still require our assistance. I'll await your reply.

Dear Anaraquel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They let me withdraw half of it, they said I broke their rules by betting more than allowed, but it's a lie, when I bet with a higher amount, the rollover was already over.

Eles deixaram eu sacar a metade, disseram que infrigi as normas deles apostando acima do permitido, mas é mentira,quando fiz aposta com valor mais alto ja havia acabado o rolover.

Could you please explain what kind of bonus did you redeem in the casino? Was it a deposit bonus or a no-deposit bonus? How did you learn the wagering of the bonus was already complete? Would you be able to send me the communication with the casino about the situation? My email is tomas@casino.guru

It was a deposit bonus, I knew it was complete, because the website itself shows when the rolover is complete and it was in sports.

Foi um bonus com depisito, sabia que estava completo, pois o proprio saite mostra qdo o rolover esta completo e era em esportes.

Thanks for your patience.

Were your winnings gained exclusively via betting on sports?

Please understand we are a forum that deals exclusively with casino-related issues as we don't have enough insight into sports betting.

I'll await your reply.

Yes , they were obtained exclusively in sports betting.

Sim , foram obtidos exclusivamente em apostas esportivas.

Thank you, Anaraquel, for your confirmation.

Our forum deals with complaints about online casinos only.

I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino (certria@gaminglicences.com). I'll send you suggestions via email shortly.

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.