Everum Casino Support and Complaints Thread

Hello Everyone!

My name is Max and I will represent Everum Casino. We are happy to be a part of the LCB forum community and I will do my best to assist you with any questions.

We offer 1400+ games from NetEnt, Microgaming, NYX, PlanGO, Betsoft, Genii, Tain. More providers will be added in nearest future. Fast account verification and withdrawals are guaranteed. Please check our promotions and welcome bonus. 

Hi Max,

Welcome to our forum. We're happy to have you here with us. 

welcome to the forum 

Welcome to our community Max

Welcome to the forum Max! Thanks for being available to assist our fantastic LCB members:)

Hi Max, it's nice to have you here!Thank you for joining and welcome!!

Hi Max, finally you are hear. Very glad about that. 

You are in my TOP5 casinos for sure )

Hi, Max. I'm glad you're in this beautiful forum of players. I'm from Russia, registered in the casino, which you represent. While not playing at your casino, but I will try soon. Tell me please, what documents are needed for verification when you play for real money? I want to make a deposit through the payment system of the kiwi.

Hello Spartack

If you will use QIWI, for account verification we will need to upload proof of identity: passport, ID or driving license;  a document confirming the place of residence: an utility bill, or or bank statement with the address (or RU passport page with your address).

Hi hello Max,

I just wanna give an advise for freeroll tournaments should not come from netent games only, so restricted members to play these providers can also have a chance to find their luck in these tournament. I hope you don't mind. Cheers.

Regards,

k3ndi3

Hey guys,

We tried to run tournaments on PlaynGO and it was not good, games are freezing We do not use Microgaming because it is not possible to run free spins for their slots. We do run some Gold coin tournaments on NYX

And I really hope to lunch Yggdrasil soon and make tournaments on their slots

 26.06.18 I applied to the Everum casino chat and found out whether I had any deposit bonus or not, the operator told me that the bonus code for WELCOME, which is a bonus for the first deposit, was put to me 100 percent, which I answered, how can this be the first deposit was made 2 more years ago ??? I was given the answer that, due to the change of Id of my account, it will be possible that it is worth making a deposit with the code welcome and try. Also, the operator will ask for more information from the administration on this issue. A few hours later, a deposit of 20 euro was made, a WELCOME code was entered after the account was 40 euros, which meant the bonus code is relevant. I started the game at the minimum bet, I did not go below my deposit and did not affect the bonus. When the account was 160 euros, I looked at the checkout counter that the bonus was also repulsed by the code. Put on the conclusion of 160 euros. In the morning I found out the payment was rejected, on the account a deposit of 20 euros and a letter with the wording you already used the bonus code earlier on the first deposit.

I do not see my own guilt here, when I agreed with the support, a deposit was made, as the code for the first deposit was passed at the cashier's office, this too is not explained.

This bonus was not affected, moreover, it was played back (810 euros wager at the minimum rates, about 8-9 hours of the game). I ask you to understand this situation and help me to regain the won

Hello 4uzhoi34,

Could you please send me your casino username in PM inbox and we'll contact the casino to find out what happened.

this is not true translation of conversation with support. Agent did not find that players used 100% bonus before, but during further conversation she figured out that he actually did use it and told player about it. Also she told him that will send request about individual bonus for this player and will respond by email. 

Instead od waiting for an answer player used bonus code for 100% bonus once again and receive bonus, even support told him he already use it. Technically it was possible because of change of bonus ID in the system, but this fact does not mean that player can use bonus again. 

Because of bonus terms violation (clearly stated in our Agreement) we remove bonus and winnings associated with it from players account and leave the amount of his deposit. 

our descision was also based on the fact that player have several connected accounts, that belongs to relatives, all have simular behavior and receiving bonus offers to each of them. This is  bonus terms violation as well. 

Here is a screen of communication with the support service in Russian, where you can see that I'm asking about the possibility of getting any bonuses and the operator offers me to take the bonus on the first deposit. I immediately recalled that the bonus I had already used this one, to which the operator told me that he did not see this and offered to try again. My fault is no, support me deceived

this is again wrong translation. Operator offer you a bonus because she did not find it in the big list of bonus transactions, but right after she looked at transactions again, found the bonus and told you that you used a bonus already and she will submit the request to get another one for you. 

I posted a topic in one Russian-language forum where all users supported me admin note <link removed>
Here you can see that the casino also speaks of a multi-acquant, but it allows you to do this, after getting an explanation of the reason for kinship and continues to withdraw money and give out bonuses. Also on this forum you can see that I'm not the first person who suffered the same way. The casino support service also told the player to re-enter the code WELCOME, but the player lost the money and was not given back the deposit. Here the casino believes that it was also correctly received
My fault here is not that I asked the support service to take the bonus, I went to the cashier, made a deposit, entered the code, the code worked. Bonus recaptured.

noone else "suffered" from this bonus. Your case is clear bonus abuse and posting topic on multiply forums will not change our descision. 

here are my screenshots for 2 years, as you can see, one bonus was taken for 100 percent and one for 50, the other bonuses were basically 10 spins most of which I won in freeroll

Our descision is final on this case.

All players are welcome to receive all avaliable bonuses, play daily freerolls. The only condition for this is to follow simple bonus rules. 

Here are more screenshots with the history of receiving bonuses

Im curious as to why I can play net ent tournaments and freerolls now in Videoslots but Im still not able in Everum..I joined Everum months ago I liked it but the lack of involvement being from Canada allows me there keeps me playing at Videoslots 

Huntertom 

Hello HUNTERTOM,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your inquiry.

I cannot unswer for Videoslots. But Netent games are restricted for Canada by Netent and there is no point to play tournaments at the moment, because you will not be able to use free spins.

We should have Playtech and Endorphina freerolls soon as well, hope wil not take much time to finish development. 

Hi max,

today i played wild worls 500 freeroll battle, 4 minutes before closing i hit bonus, and when tourney was over i had 2 bonus spins left, shocking thing is it doesnt count my bonus win, so no 20 spins for me, this is deeply frustrating i really hope u can do fix it for everyone and for me, because it's a nice game and 20 wager freespins is a nice win.

Please just please fix it,

Thanks 

Niels

Hello residenceNelis,

Could you please send me your casino username in PM inbox and we'll get in touch with the Casino Representative.

Hello Niels

Each tournament has timeframe, normally 2 hours. If you bonus game was not over until time runs out, we will not add this result to your tournament score. To avoid this, please start playing a little earlier. 

Hello Rep,

isn't that weird? there's no such information too find on u're website, look at videoslots just as tip, always bonuses hit is counted in score even if u hit it in last second, its really unfair, besides it wasn't even called in tourney rules, i'll really appreciate if u can add me those spins i feel i had the right to win.

thanks

niels

This is how it works with our tournaments. Changing this will casue delays with tournament results and start of next tournament, so it will remain the same. 

Regarding free spins, I will forward your request to promotions manager.

I have invested 850 TL in total

my first investment lost 750 tl

second investment 100 TL and 1500 TL earned

I didn't enter my account again when I made a withdrawal

no payment including principal

my account was approved

identity and residence certificate

even though they staked me

username : goflex

Hello mesrine,

We've sent an email to the Casino Representative and asked him to look into your account. Keep you posted.

mesrine, your account was blocked for breaching bonus terms rules.

After checking your withdrawal we noticed that all wins were obtained by finalizing bonus games accumulated during your play with bonus and after bonus was lost and cancelled.

This is restricted behavior by our Terms for this reason your account has been closed and the remaining balance of your account was confiscated.

 Hello Max and welcome,1st off love the casino play there all the time and i gave u my 2nd highest

grade i gave to any 1 casino ive rated.But having said that i'm just wondering why you 

guys dont offer visa or mastercard transactions (is it an Alberta Canada) issue 

or is it like that for everyone?? ty

Hello Petercw ,

Can you please send us Casino Username via private message and we will ping Casino Representatives?

Hello Petercw, 

Thank you for your kind words. 

Regarding deposits with Visa and Mastercard: unfortunately we have to change card payments provider and at the moment it is not working for Canadian cards.. we are working on adding additional service and hope it will be live soon. Please note that you still can use other methods: Interac, Ecopays, Crypto

I found Everum Casino to be quite reputable so I decided to join and receive their 100% welcome bonus.

Things went pretty well, I won big on CYGNUS 3 slots, and kept playing, then I completed 40x deposit bets, with my current account being over 1000USD, then I opened the bonus slots available and won another 1000USD, I was very happy and withdrew 2002$ (2$ expedited processing fee), then they emailed me that the account was locked for verification.
and finally I received another email that violated their terms with the message: "“Company reserve the right to audit Player activity during wagering the bonus: your play will be reviewed for any irregular playing patterns, for example: playing of equal and zero margin bets, playing on any games other than slots, using the double feature on any slots, playing bonus games / rounds after the bonus has been lost, etc.. Company reserves the right to reclaim the bonus and any winnings and close an account in such situations.”"

I completely disagree with the above decision for many points:
1st: I COMPLETED THEIR 40x BETTING REQUIREMENT and won over $1000. (and it is completely valid and without dispute)
2nd: The remaining games are completely cheat-free and it is played after the BONUS HAS BEEN COMPLETED, NOT LOST
3rd: They do not have a real-time wager checking mode, players have no way to check unless they have to do many manual steps. I am a normal player, not a casino technician.
4th: This is unfair to the players and unfair when they do not provide valid evidence.

I have videos of the gameplay, big wins here that can be provided for help.

I was happy to find a casino with ELK and thought I would play for a long time, but this was a pretty bad start.

I am a girl from Vietnam, and I don't know who to ask for help, hope LCB.org and Casino double check what I said, it's all accurate and there is evidence. Thanks

my acount: [email protected]

Hello, 

Please find answers to your questions below:

1st: I COMPLETED THEIR 40x BETTING REQUIREMENT and won over $1000. (and it is completely valid and without dispute)

It is not allowed to postpone bonus games while wagering the bonus.

2nd: The remaining games are completely cheat-free and it is played after the BONUS HAS BEEN COMPLETED, NOT LOST

It does not matter in this case if you lost or completed the bonus, the problem is that you did not finish bonus rounds while wagering the bonus and continued to play it after the bonus has been completed to collect the winnings.

3rd: They do not have a real-time wager checking mode, players have no way to check unless they have to do many manual steps. I am a normal player, not a casino technician.

we do have wagering process availability - you can see the status bar in the top menu under your balance and also full info by clicking on it (Profile - Bonus history section). 

4th: This is unfair to the players and unfair when they do not provide valid evidence.

Not sure what kind of evidence we need to provide here. We have full game round history and it is clear that you played bonus games after completing the bonus.

Thank you for quick reply!

1st: There are no rules against delaying the bonus round in your rules.

2nd: You just changed your rules on November 6, 2023, before that I was playing with the old rules.

3rd: Currently I can't access the account to see if it has it or not, but if it does have this function, it's not obvious enough to see, (on your website it says the maximum bet amount very recognizable).

4th: What should I do in this case, it is no different from a trap and will definitely fall for many people.
Players cannot suffer losses because the casino's technology is not up to par and the rules are very general.
When in this situation, if you continue to play or stop, your account will definitely be locked, it is unfair.

In this case, I did not cheat, just continued playing until the betting round was completed and opening delayed bonus rounds/
Anyone can fall into this situation and their account will definitely be locked. Instead of blaming the player, please add warnings and functions.

We do have point in the rules that it is prohibited to play delayed bonus games / rounds while wagering the bonus (it is on the screenshot above). I does not matter if bonus has been lost or completed at this point, but to make rules more clear we made the changes for the future. 

It has nothing to do with functionality of the website, when you are playing the slot you are connected directly to providers (or platform) servers and we have no way (in most cases) to identify that player delaying the bonus game. This is not typical situation unless you have been disconnected for some reason and reentry the game right after. 

You are trying to defend your point of view and so am I, if it's not wrong why did you change the rules, I need a 3rd party's point of view and will file a complaint at curacao-egaming.com.
Anyway thank you for the quick support

Hello myhuyendh,

Really hope that this case will be resolved very soon. Wish you luck.

Thank you for understanding.