Revolution Casino - Pelaajan kotiutus on viivästynyt ja odottaa käsittelyä.

Hi, I requested a withdrawal on January 30th from this casino and I still haven't received the withdrawal.

I contacted them several times and after several attempts, they finally told me that they needed documents to verify my identity and finally pay the withdrawal.

I provided all the requested documents on March 12th.

On March 13th they replied that they have sent the documents to the KYC department and that they will let me know.

As of today, I haven't received any more updates and I'm starting to get tired of these slownesses.

I hope you can help me make sense of this mess and finally get my withdrawal paid.

Salve, io ho richiesto un prelievo il 30 Gennaio da questo casino e non ho ancora ricevuto il prelievo.

Li ho contattati diverse volte e dopo svariati tentativi, finalmente mi hanno detto che hanno bisogno di documenti per verificare la mia identità e finalmente pagare il prelievo.

Ho fornito tutti i documenti richiesti in data 12 Marzo.

Il 13 Marzo mi hanno risposto che hanno inviato i documenti al dipartimento addetto al KYC e che mi faranno sapere.

Ad oggi, non ho più avuto aggiornamenti e inizio ad essere stanco di queste lungaggini.

Spero possiate aiutarmi a far ragionare questo casino e a far finalmente pagare il mio prelievo.

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.

Dear Spaffle,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that the casino hasn't approved your documents yet?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning Kristina, I'll answer you in order:

• no, this is the first requested withdrawal I requested at revolution casino
• I provided the documents but the casino has not approved them yet
• My winnings were accumulated without bonuses

Buongiorno Kristina, ti rispondo in ordine:

• no, questo è il primo prelievo richiesto che ho richiesto a revolution casino
• ho fornito i documenti ma il casino non li ha ancora approvati
• le mie vincite sono state accumulate senza bonus

Thank you very much for your reply, Spaffle. When was the last time you contacted the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

The last time I spoke to casino support was on March 12th when they asked me for the documents and I sent them as requested:

Their last reply was on March 13th informing me that they have forwarded my documents to the relevant department and that I have to wait:

It's been almost 2 weeks since their last response and there's still no news.

L'ultima volta che ho parlato con l'assistenza del casino è stato il 12 Marzo quando mi hanno chiesto i documenti e io li ho inviati come da loro richiesto:

La loro ultima risposta risale al 13 Marzo in cui mi informano che hanno girato i miei documenti al dipartimento competente e che devo aspettare:

Sono passate quasi 2 settimane dalla loro ultima risposta e non ci sono ancora state novità.

Hello Spaffle,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spaffle,

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, Munya (munya.s@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,

Kristina

Dear Spaffle,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Revolution Casino to join this conversation and assist in addressing the complaint.

Dear Revolution Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Revolution Casino

Revolution Casino

Thank you for your commitment to look into the case. Looking forward to hearing from you as soon as possible.

Dear Spaffle,

Thank you for the patience.

We kindly ask you to provide Bank details in order to send the active balance.

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Revolution Casino.

Spaffle

Kindly provide an update once you receive your funds.

Regards

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

Dear Spaffle,

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,

Munya