The player from Germany experienced issues after voluntarily blocking herself from the casino, as she continued to receive advertising emails and text messages, which led her to log back in and deposit again. Despite multiple complaints about unauthorized deposits and the advertising, her account was closed again without a refund of her deposits.
Revolution Casino - Player's account has been reopened despite self-exclusion.
Opened
Current status
Waiting for player to reply
2d 21h 48m 42s
Revolution Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello, unfortunately I have to complain. I had myself blocked from the aforementioned casino, and this was done. However, I then started receiving advertising via email and text message. As is typical for someone with gambling problems, the trigger worked, and I was able to log back in. After the bonus was used up, I naturally deposited again, as I was caught in the cycle once more. Despite my multiple complaint emails, the account was closed again. The deposits, which shouldn't have been possible in the first place, were not refunded despite my requests. Furthermore, I never agreed to receive advertising emails, but they don't seem to care.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When was the first time you requested your account to be blocked? Please forward the account closure request you sent to the casino, along with the casino’s response, to veronika.f@casino.guru.
- When exactly was your account reopened? Did you request the reopening yourself, or were you able to access your account without any action from your side?
- Has the casino informed you about a refund of your lost deposits?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationHello Veronika,
I have forwarded the email thread to you.
I closed the account last year, which took a long time. Then, without ever having given my consent, I received a bonus as advertising via email. After that, I was able to log in and play again. And after being successfully tricked into playing again, deposits were made again. Even my repeated requests to close the account were met with advertising texts and emails. They completely ignored the fact that I have a gambling problem.
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2 weeks ago
Thank you for your reply and for your email. I have received your conversation from February 28, in which you asked the casino to close your account after it had been reopened.
However, I would also need your original account closure request that you sent to the casino prior to that date. Could you please forward it to me as well?
This is necessary for us to properly assess your complaint and continue with the investigation.
Thank you in advance for your cooperation.
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1 week ago
TranslationHello,
Unfortunately, I can no longer find this email. I must have deleted it.
An inquiry with Revolution Casino yielded no results. But which casino, especially one so highly rated by you, refuses to provide data? Only one that has something to hide. Otherwise, wouldn't they have my registration details? Why can't I know when I first registered, when I closed, and when I reopened? Instead of my data, I'm getting more unwanted advertising. So why don't they own up to their mistake, or is this a tactic to profit from players' addiction?
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4 days ago
Thank you for your reply.
I understand your frustration regarding the situation. However, in order for us to assess whether there was a breach of responsible gambling procedures, we need to verify that your original account closure request was specifically made due to gambling addiction or gambling-related concerns.
At the moment, we only have access to the communication from February 28, where you requested the account to be closed again after it had already been reopened. Based on the emails provided, the casino responded to your request promptly and your account was blocked on the same day. Because of this, we currently do not see evidence of a responsible gambling breach in relation to that request.
Unfortunately, without the original self-exclusion request, we are unable to confirm under what circumstances your account was initially closed, whether gambling addiction was explicitly mentioned, or whether the casino failed to apply permanent responsible gambling restrictions at that time.
For now, based on the available evidence, we are unable to conclude that the casino acted against responsible gambling principles or that the deposits made on February 28 should be refunded.
