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Good evening,

On December 6th, I won €50 playing blackjack with Evolution, but the money hasn't been credited to my account! I contacted Evolution and they told me to speak with the casino. Since that day, I've been reaching out to them every day, but they're telling me the managers are looking into it. Is it really that difficult? Also, a few days ago, I won another €100 with Evolution blackjack, and once again, the same issue occurred. The total amount now is €150! How much longer am I supposed to wait? Is it really so difficult?

Thank you

Καλησπέρα σας,

Στις 6 Δεκεμβρίου κέρδισα 50€ στο blackjack της evolution αλλά τα χρήματα μου δεν πιστώθηκαν στον λογαριασμό μου! Μιλησα με την evolution και μου είπαν να μιλήσω με το καζίνο. Εγώ από εκείνη την ημέρα και κάθε μέρα μιλάω μαζί τους αλλά αυτή μου λένε ότι το κοιτάζουν οι υπεύθυνοι τόσο δύσκολο είναι; Επίσης προχθές κέρδισα πάλι στην evolution στο blackjack 100€ και πάλι το ίδιο πράγμα δηλαδή το συνολικό ποσό είναι 150€! Πόσο να περιμένω ακόμα; Τόσο δύσκολο είναι;

ευχαριστω

Dear FOTIOS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.

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.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening,

Every Friday evolution gives me a voucher of 30€, I can do whatever I want with the profits from the voucher, I don't have to wager it! So no, it's not a bonus. I'll send you all the details I have to your email!

Thanks

Καλησπέρα σας,

Καθε παρασκευή η evolution μου δίνει ένα voucher των 30€ τα κέρδη από το voucher τα κάνω ότι θέλω δεν χρειάζεται να τζιράρο! Οπότε όχι δεν είναι μπόνους. Οτι στοιχεία έχω θα σας τα στείλω στο email σας!

Ευχαριστω

Dear FOTIOS, are there any updates on the missing €100 win?

Could you explain why you can't provide the game history from the casino in Excel format?

Good evening,

speaks ok credited!

can close the incident!!

thank you

Καλησπέρα σας,

μιλά εντάξει πιστώθηκαν!

μπορεί να κλείσει το περιστατικό!!

ευχαριτω

Dear FOTIOS,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru