Revolution Casino - Withdrawal of player's winnings has been delayed.

I am a VIP, who has had an account with Revolution Casino for more than a year, and I have never taken a withdrawal, until now, and I’ve been waiting for the withdrawal for 10 days. I keep getting the run around when I ask when I will receive it (e-transfer method). I have never waited this long for a withdrawal using this method, at any other casino. The withdrawal is approved, and has now been sitting in the "processing" stage of the process. I’ve written daily for a week asking when I can expect to receive it, and I’m simply told it will be soon.

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Dear RobBoy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Ok, so I’m supposed to write again if I don’t have the withdrawal within four more days (I’m on day 10 now since I requested the withdrawal) ?

Not sure if this matters but the withdrawal was approved a week ago. It’s sitting in the "processing" stage.

Still have not gotten my withdrawal. Today- Friday, February 13, is two weeks since I requested the withdrawal. It’s been approved for over a week, and it’s just sitting in the "processing" stage. I have contacted the support staff, and I get vague answers every time.

No withdrawal and it’s been two weeks. It’s approved, just sitting there and I get the same excuses every time I write to support. I’ve been told for days it’s coming "within hours."

Ok, I also want to add some details. I am at VIP (supposedly) at Revolution. I’ve had my account for a year and a half. I have spent thousands and thousands (more than $30,000 CAD) at this casino. I have NEVER taken a withdrawal- until this one. I requested $2200 on Jan 29. I revised the withdrawal to $1500 the next day. They approved the withdrawal on Monday, Feb 3. Now the request is just sitting there, spinning in the processing stage. I write to VIP and support daily. I get the same responses, your request is a priority, or it’s "coming within hours." It never comes.

I do not believe they are going to give me the withdrawal. It’s approved, it’s e- transfer method. I have never been treated like this by a casino- where they approve the withdrawal but just don’t give it to you. There is no way that they are so busy with withdrawals, that a VIP who has never taken a withdrawal, isn’t given priority consideration. Every other casino - if I was a VIP and barely took withdrawals- I’d get the withdrawal immediately. There have been times with revolution, my balance has been over $10,000, and I’ve never asked to withdraw it. So I requested this withdrawal to see if they would even ever give me a withdrawal. And this is not boding well that people can actually get a withdrawal from them. If a VIP with a long standing account, who has spent big money there, and who has never taken a withdrawal, can’t get a withdrawal within two weeks, what hope does anyone have?

Dear RobBoy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received my withdrawal.

No new developments. I write multiple times a day and they just say it’s "coming soon." It is approved and in the "processing" stage.

Attached is the screenshot that the withdrawal is approved. They just told me something different for the first time. They asked me to refer to 6.14 and 6.16 of the terms and conditions. They are about ID verification. They approved the withdrawal 10 days ago and are

now using an excuse to hold it up.

They approved the withdrawal 10 days ago and are suddenly now using 6.14 and 6.16 of their terms and conditions to delay the withdrawal longer. It’s very frustrating. Attached is the relevant sections of the terms and conditions, and the email they just sent me. No one said anything about my withdrawal not yet being vetted. For 10 days straight I’ve been asking why I haven’t received it and they kept saying it’s in the final stage and on its way.

And this is a screenshot of my VIP level- 5. They have basically done a 180 now. My withdrawal is approved but they are quoting 6.14 and 6.16 of their terms and conditions saying they can just delay it for more checks and stuff. Nobody gave me this reason ever in the last two weeks. I’ve been consistently told the withdrawal was coming within hours for days.

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

Dear RobBoy,

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.

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Thank you in advance for your time and feedback.

Best regards,

Karla