Evolve Casino - プレイヤーのアカウントは閉鎖され、出金が保留中です。

Hi, this casino wont pay me!! After i sent them all documents and fully verified my account, i made a withdraw and it was in pending for a while. i patinetly waited for my money to come and today i tried to login to my account to see what is happening and it was closed. then i saw an email they sent a few days ago that my account is closed due to a breach of their Terms and Conditions (4.21, 4.26, 4.25,). I read their terms and i still cant figure out what have i done wrong. I definitely did not break those terms so it leaves me with thinking they just dont want to pay me and that makes me angry bcs they are the one scamming people.

Dear karldolan70,

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

Let me refer to the rules of the casino you cited:

4.21 If a player violates the terms of an offer or promotion, or if there is a reasonable suspicion that a series of bets by a player or group of players are made in such a way that there is a suspicion that a manipulation of the outcome has been attempted of the welcome bonus or other types of offers guaranteed to players, or a group of players, regardless of outcome, Evolve reserves the right to withdraw the offer and remove the bets paid with bonus or bonus winnings.

4.25 If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account, or withhold payment of your winnings and apply such funds on account of any damages due by you.

4.26 Bonuses offered by Evolve casino are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse, Evolve casino reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending gaming activity and refund the original deposit. Evolve casino can also decide at its own discretion to ban any player from participating in Evolve casino’s promotions for a definite or indefinite period of time as decided by Evolve casino’s management.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share the communication you received from the casino regarding the allegations against you to my email at tomas@casino.guru ?

Thank you very much in advance for your reply.

Best regards,

Tomas

I opened my account in december and on the first day when i played I won. Then i completed verification process so i can get out my money. However, after I made a withdrawal it remained pending for a long time. When i asked support about it, they advised me to be patient and wait for an email. That's what i did, but I did not expect to receive an email stating that I have violated their terms, they sent it like a week ago. This frustrated me because i had been waiting for my money and they unfairly closed my account. I only played one slot game and I did not do anything prohibited. I dont have communication transcripts from live chat conversations, but I will send you the emails they sent to me. Thank you for helping

Dear karldolan70,

Thanks for the provided evidence.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Evolve Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Evolve Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.