Evolve Casino - O jogador acredita que o seu pagamento foi atrasado.

I was supposed to receive an email about verification almost a week ago, even though my account online at the casino shows that it's fully verified. Among other things, I also received an email stating that my account was verified. Unfortunately, withdrawals are canceled every time because documents are missing. But the email that tells me how to do this, as written by support, never reaches me. I've tried changing my email address again, but I don't know if that helps.

Sollte seit fast einer Woche eine Email zur vertivizierung bekommen. Obwohl online bei dem Kasino mein Konto als fertig vertiviziert steht. Unter anderem habe ich auch eine Email erhalten das mein Konto vertiviziert wäre. Leider wird die Auszahlung jedes Mal storniert weil Unterlagen fehlen würden. Doch nee Email wo ich dies tun kann wie der Support mir schreibt kommt nie bei mir an. Jetzt habe ich nochmal versucht meine Email Adresse zu ändern aber ob das was bringt.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

If so, I would receive such an email for verification. I've tried absolutely everything. After a few days, your payout is canceled.

Wenn ja so eine Email zur vertivizierung bei mir ankäme. Habe echt schon alles versucht. Nach paar Tagen wird dir Auszahlung storniert

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you received any email from the casino specifically requesting additional documents for verification?

Please check your spam, junk, or promotions folders just in case it was filtered there.

Does your casino account status currently show as fully verified, or is there any pending verification status displayed?

Have you submitted all documents requested by the casino so far?

If you have received any email confirming your account is verified, could you please forward it or provide a screenshot?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Dear player,

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.

1. I've tried to withdraw the money several times over the past few weeks. I never received an email confirming my account verification. Furthermore, it says online that my account is verified. And on July 23, 2025, I received confirmation of this via email. So, I
   I've been playing for a while, but this is completely unacceptable. I also sent you both proof pictures via email.

1. Habe jetzt mehr mals über wochen versucht das geld auszuzahlen. Eine Email zur vertivizierung kam nie. Außerdem steht online das mein Konto vertiviziert ist. Und am 23.07.25 habe ich dies per Email bestätigt bekommen. Also ich
   spiele schon länger aber sowas geht garnicht. Hatte auch beide beweis Bilder an Sie per Email geschickt

Dear player, since you mentioned not receiving important emails — have you tried contacting the casino via live chat to explain the issue with your email and to ask directly if they still require any documents from you for verification?

Have you asked the casino support whether your account is fully verified on their side and if anything is still missing from your end?

Do you currently have any pending withdrawal requests? Or have all of them been canceled?

Of course, I've tried contacting them several times via chat or email. Unfortunately, it's always the same, but to no avail. I'm supposed to receive an email for verification. Unfortunately, nothing has reached me. It's been canceled several times. Now I've submitted another withdrawal request.

Na klar schon mehr mals mit dem chat oder per Email versucht Kontakt aufzunehmen. Leider immer das gleiche ohne erfolg. Das ich eine email brkomme zur vertivizierung. Leider nix bei mir angekommen. Wurde schon mehrmals storniert. Jetzt habe ich wieder eine auszahlungsanfrage gestellt.

Dear player, thank you for your responses.

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.