The player from Germany requested help with her account closure at Evolution Casino, having initiated the closure on February 21, 2025, but had seen no action. Despite her repeated requests and confirmation to close her account, the casino continued to tempt her with bonuses and had not processed her request, causing frustration and concern regarding the handling of her funds. The Complaints Team was unable to proceed with further investigation due to a lack of response from her, resulting in the closure of the complaint for the moment. The player retained the option to reopen the complaint in the future should she choose to resume communication.
Revolution Casino - Player's account closure is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,484
Revolution Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Ladies and Gentlemen
I politely ask you for your help because I am simply at a loss 🙁
I have decided to leave the "Evolution Casino"
and then I learned that I couldn't self-exclude, and I was given an email address where I could request my account to be closed! I then emailed the casino on February 21, 2025, at 1:19 PM, to this address: and asked for the DIRECT
Requests for closure and deletion were made. All of this was unsuccessful.
I then contacted the casino again via the chat on the site and asked what was going on. They said it was being processed and someone would contact me soon ( via email ). Then they tempted me again with a bonus and gave me a "Direct Cash" bonus of €100 and €75, etc., as a loyalty bonus. This prevented any communication so I would continue playing. On April 7, 2025, at 2:22 PM, I asked again how my account closure and deletion were finally progressing. Then, on April 7, 2025, at 4:01 PM Eastern Standard Time, I received a message that read as follows:
Thank you for contacting our support team.
We would like to inform you that, according to our Terms and Conditions, any funds in your game account will be voided during the process.
If you wish to continue, please confirm your decision and consent by replying to this email.
If you have any further questions, please do not hesitate to let us know.
Best regards,
Your customer service team
I then responded directly to this email on the same day, April 7, 2025, at 6:22 p.m., and emphasized again that I am absolutely certain and agree to the closure and deletion.
Today is April 24, 2025, and my account still hasn't been closed. They're trying to lure me again with a deposit bonus and that I only need to make a small deposit to get it. I said no, I want my account closed, and that what they're doing to their customers is illegal and completely dubious, and that I'll hand this matter over to my lawyer. The chat ended immediately.
Automatic translation:
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9 months ago
Dear lordofzock,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.
On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain what the disputed amount represents in your situation?
- Could you please advise when the last time the casino allowed you to deposit?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Revolution Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems. / unrelated to any gambling problems. (choose what applies)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello Thomas,
I sent several emails there saying I urgently needed a self-exclusion due to gambling addiction, and that I wanted it sent yesterday. I have this email on my laptop, but I'm just now at work and can send the details to you later. It says almost exactly what you wrote.
I made my last deposit into the casino on April 6, 2025.
So from 21.02.2025 through the lock until 06.04.2025 a total of 1.482€
And if they would just shut it down then the problem wouldn't exist at all.
It's a shame that they take advantage of it like that🙁
Edited
Automatic translation:
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9 months ago
If you informed the casino about your gambling addiction, please forward these emails to me, including the responses you received from the casino.
Send the information to my email at [email protected]
Thanks in advance for your reply.
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8 months ago
Dear lordofzock,
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.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
