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Subject: Withdrawal approved on August 2nd but funds never arrived, support is ignoring me

Complaint Text:

Hello Casino Guru Team,

I am submitting this complaint regarding my delayed withdrawal from EvolveBets.

My player account is fully verified (all KYC documents approved). On Sunday, August 2nd, I requested a withdrawal via Bank Transfer. On the very same day, I received an official confirmation email from EvolveBets stating that my withdrawal had been approved and processed.

According to standard bank transfer timelines, the money should have arrived within 3 to 5 business days. It has now been 11 days (9 business days) and no funds have been credited to my bank account.

I have contacted EvolveBets customer support multiple times via live chat and sent several emails to their support address. Unfortunately, the casino is completely ignoring my messages and refusing to reply.

I kindly request your assistance in contacting EvolveBets to find out where my money is and to request the official bank transaction receipt / reference number (ARN) so I can trace it with my bank.

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Maryland15,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you very much. My account is already fully verified, and the withdrawal was officially confirmed by email on August 2nd. Since then, the casino has ignored all messages. I'll wait the 14 days and will post again here if I don't receive any money. I attached all the necessary documents when I created the account.

Vielen Dank. Mein Konto ist bereits vollständig verifiziert und die Auszahlung wurde am 2. August offiziell per E-Mail bestätigt. Seitdem ignoriert das Casino jede Nachricht. Ich warte die 14 Tage ab und melde mich hier wieder, falls kein Geld eingeht.Alle Unterlagen habe ich beim erstellen des Kontos mithinzugefügt.

Dear Maryland15,

I hope you are doing well. Could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, I haven't received any money yet. They keep fobbing me off and claiming I have to wait 10 days, but those 10 days are up today and there's been no further response from them.

Leider habe ich bis jetzt kein Geld erhalten die wimmeln ein ab und behaupten immer das ich 10 Tage warten soll die aber seit heute um sind und leider keine weitere Reaktion von denen

They kicked me out after I asked them for the receipt again today. So they've been lying to me all these days. I'm absolutely furious.

Die haben mich raus geschmissen nach dem ich denen nochmal heute nach den Beleg gefragt habe. Also haben die mich die ganzen Tage angelogen. Also bin stink sauer

I’m sorry to hear about your negative experience with Evolve Bets Casino. Please allow me to ask you a few questions so I can understand the situation.

• What do you mean by they kicked you out? Do you still have access to your account?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

I was completely logged out and couldn't access my account for a short time.

Yes, it had already been paid out several times.

The bonus was paid with my own real money that I had deposited.

I just saw that they've credited the money back to my player account.

Ich wurde komplett abgemeldet und kam für eine kurze Zeit nicht mehr in mein Konto rein.

Ja hatte mehrfach schon ausgezahlt.

ohne Bonus war mit meinem eigenen echten Geld was ich eingezahlt hatte.

ich habe eben gerade gesehen das die mir das Geld auf mein Spielerkonto wieder gut geschrieben haben.

"Hello, I haven't received an email from the casino. The system status still incorrectly shows 'processed', even though the money (€3400.06) has physically returned to my player account. I haven't requested a new withdrawal to avoid interfering with the process. There's no written explanation from the casino."

„Hallo, ich habe vom Casino keine E-Mail erhalten. Der Status im System steht immer noch fälschlicherweise auf ‚verarbeitet‘, obwohl das Geld physisch wieder auf meinem Spielerkonto (3400,06 €) gelandet ist. Ich habe keine neue Auszahlung beantragt, um den Vorgang nicht zu verfälschen. Es gibt keine schriftliche Begründung seitens des Casinos."

Hi, I received a response from the casino; this is their email.

Hallo hab eine Rückmeldung vom Casino bekommen das ist die Email von denen

Hi everyone, the casino confirmed via email that the previous withdrawals failed. The €3,400 are back in my player account (I sent them pictures).

I have just requested a new payout for the full amount. Please keep this complaint open until the money has been successfully credited to my bank account.

Thanks so much.

Hallo zusammen, das Casino hat mir per E-Mail bestätigt, dass die alten Auszahlungen fehlgeschlagen sind. Die 3.400 € sind wieder auf meinem Spielerkonto ( Bilder habe ich ihnen geschickt).

Ich habe soeben eine neue Auszahlung über den gesamten Betrag beantragt. Bitte lassen Sie diese Beschwerde so lange geöffnet, bis das Geld erfolgreich auf meinem Bankkonto eingegangen ist.

Vielen lieben Dank.

Thank you for keeping us updated. Please let us know in a week whether your new withdrawal has been processed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maryland15,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean