The player from Germany had requested a withdrawal two weeks ago but faced multiple verification requirements, including sending a passport, driver's license, and bank statements. After providing the documents, she was no longer able to access live chat to confirm her information. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. It was noted that the player could reopen the complaint in the future if she chose to resume communication.
Revolution Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €300
Revolution Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Dear Sir/Madam, I can no longer print to the live chat on my account. Seven days after I applied for my money, you asked me to verify my identity, which I did. I sent my passport and a photo, but that wasn't enough. They also wanted a copy of my driver's license (both sides), and I had to send my bank account and bank statement. Now it says I need to upload documents, even though I've already done everything, and now I can't print anywhere to confirm the information. I need your help.
Automatic translation:
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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.
- Did you upload your identity documents directly to your casino profile, or did you send them to the casino via email?
- Have you contacted the casino’s customer support through chat or email to ask about the status of your verification and the additional verification requests?
- Have any of your documents already been reviewed and approved by the relevant department?
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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2 weeks ago
Dear Smilj.na26,
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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1 week 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,
Veronika
Casino.Guru
