Revolution Casino - Player's account has been reopened despite self-exclusion.

Hallo, leider muss ich mich hier beschweren. Ich habe mich in dem genannten Casino sperren lassen. Dies war auch geschehen. Doch dann bekam ich per Email und Sms wieder Werbung. Und wie es bei eine Person mit Spielproblemen ist, war der Trigger erfolgreich und ich konnte mich wieder einloggen und nachdem der Bonus verbraucht war, wurde natürlich wieder eingezahlt, da man wieder in der Spirale drin war. Auf meine mehrereb Beschwerde Emails hin wurde der Account abermals geschlossen. Die Einzahlungen die eigentlich nicht möglich gewesen sein könnten wurden aber trotz Aufforderung nicht erstattet. Und davon abgesehen habe ich Werbeemails nie zugestimmt, interessiert von denen aber niemanden.

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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

Hallo Veronika,

Ich habe dir den Emailverlauf weitergeleitet.

Den Account habe ich letztes Jahr schliessen, was auch schon lange gedauert hat. Dann bekam ich ohne das ich je meine Einwilligung einen Bonus als Werbung per Email bekommen. Woraufhin ich mich wieder einloggen und spielen konnte. Und nachdem man wieder erfolgreich getriggert wurde, wurden auch wieder Einzahlungen getätigt. Und auch auf die erneuten Anfragen für die Schliessung wurde mit Werbesms und Emails geantwortet. Es wurde komplett ignoriert, dass ich ein Spielproblem habe.

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.

Hallo,

Leider finde ich diese Email nicht mehr. Habe sie anscheinend gelöscht.

Eine Anfrage bei revolutioncasino blieb ergebnislos. Aber welches casino, vorallem wenn es so hoch bei euch eingestuft wird, verweigert die Übermittlung der Daten? Eigentlich nur eins, welches was uu verbergen hat. Weil sonst müssten sie doch meine Registrierungsdaten haben? Wieso darf ich denn nicht wissen wann ich mich das erste Mal angemeldet habe und wann geschlossen und wann wieder eröffnet? Aber statt der Daten bekomme ich wieder Werbung, die ich nie wollte. Also wieso stehen nicht zu ihrem Fehler oder ist das Masche mit der Sucht der spieler Kasse zu machen?

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.

Hallo,

Leider ist der Antrag nicht mehr da.

Was ich aber nicht verstehe, auch wenn darin das Thema Spielsucht nicht erwähnt wäre, was gibt dem Casino das Recht den geschlossen Account wieder zu öffnen? Und auch nach dem das Casino um Herausgabe gebeten habe, was ja eigentlich auch mein Recht ist, welches verweigert wird, interessiert nicht? Die Bewertung auf eurer Plattform ist so hoch eingestuft, also wieso äussern Sie sich nicht zu dem Thema? Und davon abgesehen, bekomm ich seit meiner Kontaktaufnahme wieder fast täglich Werbeemails. Das ist ok?? Das ist Nötigung. Ich wäre ja auch zu einem Kompromiss bereit.

Hello Andi1986,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for your patience while I was away from the office.

Please note that if gambling addiction or gambling-related harm is not mentioned when requesting account closure, the casino may continue sending promotional emails, as the player is not considered a vulnerable customer from a responsible gaming perspective. In such cases, promotional communication is generally treated as a standard marketing activity.

However, if you clearly informed the casino about your gambling problem and requested a self-exclusion, your account should remain closed for the agreed self-exclusion period, and you should no longer receive promotional materials encouraging you to gamble.

• Could you, therefore, please specify whether your account has been reopened at any point since 28 February?
• Have you received any promotional emails, bonus offers, or other marketing communications from Revolution Casino since then? If so, kindly forward them to me at veronika.f@casino.guru.

Thank you for your cooperation.

Dear Andi1986,

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.

Hallo,

Ich habe versucht die Email zu senden, leider bekomme ich eine Fehlermeldung.

Ungeachtet dessen finde ich das auch sehr verwerflich das dieses aggressive Werben akzeptiert wird, wenngleich ich diesem nie zugestimmt habe. Das ist für mich Vorsatz.

Und dann fängt der Prozess von vorne an und ich werde wieder freigeschalten

Could you please specify the error you encountered when you tried to send me an email? Please send me a screenshot of the error message you received.

Alternatively, you may upload screenshots of the promotional emails you received from the casino after your account was self-excluded directly here to the complaint thread. Please make sure that the date, as well as the sender's and recipient's email addresses, are fully visible.

Dear Andi1986

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Andi1986, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Revolution Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Revolution Casino Team

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 1,230 EUR as part of the settlement.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Revolution Casino Team

Hallo liebes Casino-Team,

Um den Vorgang abzuschliessen nehme ich die Summe an.

An welche Email sollen die Daten geschickt werden? Und wielang dauert es dann bis zur Auszahlung?

Danke Vorab.

Dear Player,

We would like to ask you to check the response provided by your registartion mail.

Thank you in advance.

Kind regards,

Revolution Casino Team

I would like to thank the both sides for reaching a mutual agreement this fast. Much appreciated.

Dear Revolution Casino, can you confirm the player's account has now been permanently blocked, marked as "gambling addict, never reopen" and that all marketing communication towards the player via e-mail and phone has ceased? Thank you.

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Dear CasinoGuru representative,

We wish to confirm you that your account has been permanently closed and successfully unsubscribed from receiving any further communications.

Kind regards,

Revolution Casino Team

Thank you for the quick confirmation, dear Revolution Casino, much appreciated. If you can let us know once the payment has been processed on your end, we can move to the final stage of this complaint. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Andi1986,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej