Evolve Casino - Die Anfrage des Spielers nach einem Selbstausschluss wurde ignoriert.

They refused to close my account - I wrote to them 3 times that I wanted my account closed due to the fact that I was losing control of it. They replied that my account was now closed two times, which it was not. The third time, they simply failed to respond. I won $ 3200, after which they demanded that I verify my account using various documents. I had by this time already paid out smaller amounts (200, 340 and 160) without this having been required. I submitted the requested documents, but nothing happened. I contacted their live chat who said they had not received my mail. I then sent the email again, but live "support" still did not think they had received them. Their "terms and conditions" further state that the documents can also be uploaded via live support - the woman I spoke to refused to accept them, however, and simply said that she would pass the problem on to the right party. I still have not received any response and I am aware that I am obviously not getting the money. Likewise, after almost a month now, they have not closed my account.

De nægtede at lukke min konto - jeg skrev til dem 3 gange at jeg ønskede min konto lukket som følge af, at jeg var ved at miste kontrollen med det. De svarede at min konto nu var lukket to af gangene, hvilket den ikke var. Den tredje gang undlod de blot at svare. Jeg vandt 3200 dollars, hvorefter de krævede at jeg skulle verificerer min konto vha. diverse dokumenter. Jeg havde på dette tidspunkt allerede udbetalt mindre beløb (200, 340 og 160), uden at dette havde været påkrævet. Jeg indsendte de efterspurgte dokumenter, men der skete intet. Jeg kontaktede deres livechat, som sagde at de ikke havde modtaget min mail. Jeg sendte derefter mailen igen, men live "support" mente stadigvæk ikke at de havde modtaget dem. I deres "terms and conditions" står der endvidere at dokumenterne også kan uploades via live support - kvinden jeg talte med nægtede dog at tage imod dem, og sagde blot at hun ville give problemet videre til rette part. Jeg har stadigvæk ikke modtaget noget svar, og jeg er klar over at jeg naturligvis ikke får pengene. Ligeledes har de efter næsten en måned nu, ikke lukket min konto.

Dear Martin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Could you please forward me the message in which you requested to be self-excluded? My email address is kristina.s@casino.guru. Please, forward all the relevant communication between you and the casino as well.

Additionally, could you please advise whether you made any deposits after you requested self-exclusion?

Lastly, I’d like to know when exactly you’ve submitted documents?

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. 

Thank you Martin for contacting me. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

From what I can see from your email, you requested closing your account because you "have had issues that has not been solved satisfyingly," and there is no mention of self-exclusion or gambling addiction. If the casino wasn’t informed about your problem, we, unfortunately, cannot proceed with this case as failed self-exclusion.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru.

Thank you very much in advance.

Dear Martin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t provided sufficient evidence of a self-exclusion request. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.