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Hello,

On January 5, 2025, I played Crazy Balls by Evolution. During a bonus game, I won a prize, but it was not credited to my account. I subsequently contacted Evolution’s support team, who opened a case. After one day, the case was closed with confirmation that I had not received the payout.

Since then, I have contacted the casino’s live chat three times. The first time, I was told that the case had been forwarded to the appropriate department and that I would receive a notification via email. As no response followed, I reached out again. During the second contact, I was informed that the case had never been escalated.

After more time had passed, I inquired again via email—without any response. Just now, I contacted the live chat once more, but unfortunately, without success.

Kind regards,

Valentina

Guten Tag,

am 05.01.2025 habe ich Crazy Balls von Evolution gespielt. Während eines Bonusspiels habe ich einen Gewinn erzielt, dieser wurde jedoch nicht meinem Konto gutgeschrieben. Daraufhin habe ich den Support von Evolution kontaktiert, der einen Fall eröffnete. Nach einem Tag wurde der Fall geschlossen, mit der Bestätigung, dass ich den Gewinn nicht erhalten habe.

Ich habe seitdem bereits dreimal den Live-Chat des Casinos kontaktiert. Beim ersten Mal wurde mir gesagt, dass der Fall an die zuständige Abteilung weitergeleitet wurde und ich per E-Mail benachrichtigt werden würde. Da keine Rückmeldung kam, habe ich es erneut versucht. Beim zweiten Kontakt wurde mir mitgeteilt, dass der Fall nie weitergeleitet wurde.

Nachdem wieder Zeit vergangen war, habe ich ein drittes Mal per E-Mail nachgefragt – ohne Antwort. Gerade eben habe ich erneut den Live-Chat kontaktiert, jedoch wieder ohne Erfolg.

Mit freundlichen Grüßen, Valentina

---------------------------------

On January 5, 2025, I played Crazy Balls by Evolution. During a bonus game, I won a prize, but it was not credited to my account. I subsequently contacted Evolution’s support team, who opened a case. After one day, the case was closed with confirmation that I had not received the payout.

Since then, I have contacted the casino’s live chat three times. The first time, I was told that the case had been forwarded to the appropriate department and that I would receive a notification via email. As no response followed, I reached out again. During the second contact, I was informed that the case had never been escalated.

After more time had passed, I inquired again via email—without any response. Just now, I contacted the live chat once more, but unfortunately, without success.

Kind regards,

Valentina

Dear sprite2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

• Do you happen to have a video recording, screenshots, or other evidence showing this incident and confirming the prize?
• Has this prize been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Attached are the pictures confirming that I won but the casino did not credit the money to my account.

Anbei die Bilder, die bestätigen, dass ich gewonnen habe, aber das Casino das Geld nicht auf mein Konto gebucht hat .

Thank you very much for your reply, sprite2022. Could you please forward all the relevant communication between you and the game provider to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well. Alternatively, you can post it here. Thank you in advance.

I sent by email

Habe ich per Email geschickt

Please note you haven't sent me the communication between you and the game provider. Additionally, please forward me the full game history from the day the accident occurred, as we need to see if bets have been recorded in your game history. Thank you.

Hello. I have attached the confirmation that I have sent the email 🙂 Best regards

Hallo. Anbei die Bestätigung das ich die Email versendet habe 🙂 Liebe Grüße

Could you please mark which bet has not been credited in the game history? I do not see bet IDs in the PDF you sent. Also, please forward me the details of this bet. You should find it here:

Hi. This is the screenshot. Best regards

Hi. Das wäre der Screenshot dazu. Liebe Grüße

Thank you very much, sprite2022, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you dear Kristina. I wish you all the best 🙂

Danke liebe Kristina. Wünsche dir noch alles Gute 🙂

Hello sprite2022,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casinova Online Casino to join the conversation.

Dear Casinova Online Casino,  

I would appreciate your clarification regarding the prolonged duration of the unresolved issue concerning the player and the uncredited winnings. It looks like the game provider has confirmed the winning round. If there are specific details related to this case that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

Dear all ,

Thank you for your patience. Kindly be informed that we are checking the stuck round with relevant department and would get back to you as soon as we have any news from them. We are sorry for the inconvenience caused.

Best Regards,

Casinova Team

Unfortunately, I received this answer a month ago.

Diese Antwort bekam ich schon vor einem Monat leider.

Hello sprite2022,

Thank you for your patience. Kindly be informed that your missing win was found and 150 euro was added to your gaming account.

We hope this resolves the issue for you.

Best Regards

Casinova Team

Thank you, yes the €150 is in the account. However, I have to meet the turnover conditions of 3x. I don't quite understand that, because I had already met these conditions back then and this winnings are included in that. It would be very rude to ask me to meet these turnover conditions now.

Danke ja die 150€ befinden sich am Konto. Allerdings muss ich die Umsatzbedingungen von 3x erfüllen. Das verstehe ich aber nicht ganz, denn damals hatte ich diese Bedingungen schon erfüllt. & dieser Gewinn ist fällt ja dort hinein. Das wäre schon sehr unhöflich dies jetzt von mir zu verlangen, dass ich diese Umsatzbedingungen erfüllen müsste.

Thank you in any case for crediting it. I will simply turn it around. The case can be closed. Thanks to the entire Casino Guru team for their efforts. All the best. Best wishes

Danke aufjedenfall das Sie das gutgeschrieben haben. Ich werde das einfach umdrehen. Der Fall kann geschlossen werden. Danke an das ganze Casino Guru Team für die Bemühungen. Alles Gute weiterhin. Liebe Grüße

I appreciate the positive update, Casinova Team. I am pleased to hear that the winnings have been credited to the player. However, I would like to seek clarification regarding the decision to credit the funds with additional wagering requirements, as it was expected that these would be considered real money funds.

Dear sprite2022,  

I appreciate your confirmation. If you have not yet utilized the funds, I would kindly request that you hold off until the situation is completely clarified. I was anticipating too that the previously missing winnings of €150 would be credited to you as real money without any further wagering requirements, and I am keen to understand why this has not occurred.

I just want to say that I managed to turn it around and I won. Now I really hope the casino doesn't take it away from me just because I got upset about the wagering requirements. 😅 You never know 😅

Ich möchte nur mal sagen, dass ich es geschafft habe, das umzudrehen, und dass ich gewonnen habe. Jetzt hoffe ich wirklich, dass das Casino mir das nicht wegnimmt, nur weil ich mich über die Umsatzbedingungen aufgeregt habe. 😅 Man weiß ja nie 😅

Dear sprite2022,

Just your dissatisfaction with the wagering requirements cannot be a valid reason for withholding your winnings if they were earned according to the rules. I am currently awaiting further clarification from the casino team regarding my earlier inquiry, but I remain optimistic that your situation will be resolved favourably.

Can you please confirm your current total balance?

I don't think so. I haven't had any problems with the payout yet, but I'm releasing it here just in case.

Davon gehe ich nicht aus. Bei der Auszahlung hatte ich bisher noch keine Probleme, aber für alle Fälle gebe ich das hier mal frei.

Dear sprite2022,

Thank you for the info. Let's await the response from the casino team.

I should have waited a while before writing something so positive about the withdrawal. It's already starting off really well, because my withdrawal was cancelled because, according to the support employee, I used the wrong payment method. However, I deposited with Mastercard last and also withdrew with Mastercard. Someone please explain to me what's going on. Since you can only withdraw €500 per day, this is going to drag on for a while, right?

Finally, the support said that they checked again and it is true that I paid with the same card. But that still doesn't change the situation...

Ich hätte eine Weile abwarten sollen, bevor ich so etwas Positives zur Auszahlung schreibe. Es fängt ja schon wieder echt gut an, denn meine Auszahlung wurde storniert, da ich laut Support-Mitarbeiter die falsche Zahlungsmethode verwendet habe. Ich habe jedoch mit Mastercard als letztes eingezahlt und auch mit Mastercard ausgezahlt. Das müsste mir bitte mal jemand erklären, was da los ist. Da man nur 500 € pro Tag auszahlen kann, wird sich das jetzt ja ordentlich in die Länge ziehen, oder? 

Schlussendlich meinte der Support, dass sie das nochmal geprüft haben und es stimmt, dass ich mit der gleichen Karte eingezahlt habe. Aber das ändert trotzdem nichts an der Situation…

My withdrawal is always cancelled. Support always says there is an error in the payment system. I just want my money back and then I don't want to have anything more to do with the casino.

Mir wird die Auszahlung immer Stoniert. Support meinte jedes mal es ist ein Fehler beim Zahlungssystem. Ich möchte doch nur mehr mein Geld haben und dann will ich von dem Casino gar nichts mehr wissen.

Dear all

Our team is investigating the latest added comments of the player. In the meantime we have an answer about the wager.

The wager of the funds was 1x and not 3x there is not such wager on our website ,As the funds were added with manual deposit and every deposit on our website has 1x wager they had to be wagered 1x time. The customer had already wagered it successfully and requested withdrawals , therefore we consider this particular issue resolved.

We will be back after another investigation.

Best Regards

Casinova Team

Thank you for providing clarity regarding the wagering, Casinova Team. I am optimistic that the withdrawal matter will be resolved promptly as well.

Dear sprite2022,

Kindly be informed that we had checked the issue with the withdrawals and we had investigated this with the payment provider, kindly note that your bank is rejecting the withdrawals this could be due to blocks/limitations on the card - we would advise you to check this with your bank.We had also noticed that you have successful withdrawals via Bank Transfer, so we would kindly advise you to use this method for withdrawal. If you have any additional questions don't to ask us.

Best Regards

Casinova Team

Hi, thanks for the reply. I tried to make the withdrawal using a different method. I'll let you know if it works this time or if it gets cancelled again.

Hallo, danke für die Antwort. Ich habe versucht, die Auszahlung über eine andere Methode vorzunehmen. Ich gebe Bescheid, ob es diesmal funktioniert oder ob sie erneut abgebrochen wird.

Dear sprite2022,  

Could you kindly verify whether the withdrawal to your bank account has been successfully received this time?

Hello, thank you for your efforts. I now have all the money in my account. Thank you for your support and help. I wish everyone the best, thank you again and hope you have a nice weekend.

Very best regards,

sprite2022

Hallo, danke für eure Bemühungen. Ich habe das gesamte Geld nun auf meinem Konto. Ich bedanke mich für die Unterstützung und die Hilfe. Ich wünsche allen alles Gute, bedanke mich noch einmal und wünsche ein schönes Wochenende.

Ganz liebe Grüße,

sprite2022

Dear sprite2022,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru