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I was on an evolution blackjack hand for $100. I tried to remove the bet, the button did not work and continuously doubled my bet and then added $400 worth of side bets until my whole account balance was on the hand. Continued trying to remove it, the button would not work and the timer ran out. I immediately cashed out instead of playing the hand and lost all my money. They are taking days to get back to me I just want the bet amount back in my account to withdraw

Dear Jacobervin,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you experienced with your bet while playing Evolution Blackjack and the subsequent loss of your funds.

To better understand and proceed with your case, could you please provide more details regarding the situation? Specifically:

• Could you confirm if this issue occurred on the casino’s desktop site, mobile site, or their app?
• Did you encounter any error messages while trying to adjust your bets?
• Do you recall if there were any interruptions in your internet connection or device performance during the session?
• Have you already contacted the casino’s customer support regarding this issue? If so, please share any responses or communication you’ve received from them.

If you have screenshots, screen recordings, or any additional evidence (e.g., chat logs, transaction records) that can help us understand the issue better, kindly forward them to petronela.k@casino.guru.

Your cooperation is very important for us to proceed with this case effectively. Without the necessary information and evidence, we won’t be able to assist in resolving the issue.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello,

I sent an email to the email provided above. Included bet ID and all screenshots.

thanks

Player's additional comments:

1. I was on a mobile phone. 

2. No error codes, the reverse bet button decided to just keep adding money instead of removing the bet.

3. No internet interruptions. The actual blackjack screen/table went black but I could still see the bet

Hello Jacobervin,

Thank you for providing more details.

To help us proceed with your case, could you kindly provide your full game history from the casino? This will allow us to review the sequence of bets you placed before and during the incident, which might help clarify what occurred.

Additionally, while we understand that it’s difficult to prove that the reverse bet button didn’t work as intended, any relevant communication you’ve had with the casino about this issue could be very helpful. For instance:

• Responses from their customer support team.
• Screenshots or recordings, if available, showing the issue.

If you have this information, please forward it to petronela.k@casino.guru at your earliest convenience.

Thank you for your cooperation, and I look forward to your reply.

Dear Jacobervin,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.