The player from Germany had been unable to withdraw €2589 from Revolution Casino for six weeks due to issues with the verification process. The casino had requested a transaction statement for a period in which he had not topped up his Jeton account, despite having provided the necessary documentation. He also faced similar problems at the sister casino, Bassbet. The Complaints Team intervened, and after communication with the casino, the verification process was completed, allowing for the processing of his pending withdrawals. Ultimately, he confirmed that all funds had been paid out, and the complaint was marked as resolved.
Revolution Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €2,589
Revolution Casino
Safety Index:Above averageCase summary
Discussion
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Hello
I have 2589 euros in real money at Revolution Casino that I would like to withdraw.
I was able to win with my real money without using a bonus
Unfortunately, I have a problem with the verification in this casino
The department still requests the transaction to top up the Jeton account for the period 20.12.24 - 20.01.25.
I have already sent the casino a jeton account statement for this period and uploaded it to my verification tab
The live chat told me that the jeton account statement was not accepted but could not give me any reasons why it was not accepted and they are still demanding it for the period in question 20.12.2024 - 20.01.2025
I have not topped up my jeton account during this period either
all transactions originate from casinos (deposits and withdrawals)
I have the same problem at the sister casino bassbet
where the casino has finally relented and verified my account. Both casinos belong to the same brand.
https://casinoguru-en.com/bassbet-casino-player-faces-delayed-withdrawals
I hope you can help me
Automatic translation:
Public
Public
8 months ago
Dear fowi30,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing.
In order to understand the situation better and assist you effectively, could you please provide us with the following information:
- Can you confirm the specific reasons given by the casino customer support for not accepting your Jeton account statement? Does the statement contain all your personal information necessary for verification as well as all the important transaction details?
- Have all your other documents been approved and verified?
- Am I correct in understanding that you have not made any Jeton deposits from 20 December to 20 January into this casino?
Your cooperation in providing these details will help us investigate and work toward a resolution. 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
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Can you confirm the specific reasons given by the casino's customer support for rejecting your Jeton statement? Does the statement contain all the personal information necessary for verification, as well as all important transaction details?
-the live chat couldn't give me any reasons why the token account statement was not accepted
-The Jeton account statement contains all necessary personal data as well as all important transaction details
Have all your other documents been approved and reviewed?
-Yes
Did I understand correctly that you did not make any chip deposits to this casino from December 20th to January 20th?
-My deposits were with jeton on January 19 (1000 euros) and on January 20 (200 euros)
I have not used any other payment method
I only used jeton
Automatic translation:
Public
Public
8 months ago
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
8 months ago
Dear fowi30,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Revolution Casino representative to join this conversation.
Dear Revolution Casino, could you please provide more information about this case?
Looking forward to your reply.
Public
Public
8 months ago
Dear All,
Thank you for contacting us.
For further information regarding your verification process, we have forwarded your details to the appropriate department. You will be kept informed of the update.
Please be assured that we are doing our best to resolve this matter as soon as possible.
Best regards,
Revolution Casino Team
Public
Public
8 months ago
Dear All,
We greatly appreciate your cooperation and would like to inform you that the verification of the account has been completed.
Rest assured, we're taking immediate action and your request is being checked with priority so we can process your pending withdrawals as soon as possible.
Kind regards,
Revolution Casino Team
Public
Public
8 months ago
Dear Revolution Casino,
thank you for your responses. Please notify us once the pending withdrawals are processed.
Public
Public
8 months ago
Dear fowi30,
We are pleased to inform you that all pending withdrawal submissions from February has been successfully completed.
Kind Regards,
Revolution Casino Team
Public
Public
7 months ago
Thank you for the update, Revolution Casino.
fowi30, could you please advise if you have received the payment?
Public
Public
7 months ago
Translation
so far 1500 euros have been paid out
1089 euros are still open and I am waiting for the payment
Automatic translation:
Public
Public
7 months ago
Dear fowi30,
thank you for the message. We will now wait for the arrival of the remaining 1 089€. Please keep us updated.
Public
Public
7 months ago
Translation
everything was paid out
The case can be closed and I thank all those involved
Automatic translation:
Public
Public
7 months ago
Dear fowi30,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
