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I self excluded myself

i had pending balance of 2950eu

i always deposited and withdrew with revolut

Spinyoo asked for a local bank account bit i dont own one

i explained that i always used revolut to gamble and tjey asked for a bank statement which i sent them

they are under white hat gaming (whg)

first they tell me that a manual deposit and been escalated and in one week i hear nothing more

i sent them everything bit now they stopped respkndong to my emails

it

is fruatrating i dont know what happened to my pending balance and i really need the money

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Dear Chacum,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustration and uncertainty you are experiencing regarding your pending balance after self-exclusion.

To help us properly understand the situation and determine how we can proceed, could you please clarify the following points:

• On what exact date did you request self-exclusion, and was it confirmed by the casino in writing?
• Did the casino explicitly reject Revolut as a withdrawal method, or did they only request a local bank account without clearly stating whether Revolut could still be used?
• Approximately when was the last response you received from the casino, and through which channel (email or live chat)?

Although you mentioned that you have already provided relevant communication, if there is any additional email, confirmation, or screenshot that clearly shows the self-exclusion confirmation, the balance amount, or the casino’s instructions regarding the bank account requirement, you may also forward it to petronela.k@casino.guru for completeness.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello petronella, i self excluded myself on 21st december, via live chat snd they told me that the remaining balance will be sent

then they sent ne an email telling me that to transfer the money they will need a local bank account which i do not own due to personal reasons

I always made depisits with revolut and even withdrawal

they told me that revolut is not in my region

All withdrawals must go back to the original deposit method and i always made deposits with revolut

via live chat they tell me to send an email with a local bank statement

and via email they are not responding

They are tefusing to pay me via revolut

Now they sent me an email telling me that they will only forward my money through a local bank which i dont own.

i always deposited and withdrew with revolut

and they state that withdrawals has to be made with the same

account that deposits where made

Hi Chacum,

Thank you for your message and for clarifying the situation further. I’m sorry for replying only now and for the one-week delay in getting back to you.

I understand how frustrating this situation must be, especially considering that you self-excluded in good faith and were initially informed that your remaining balance would be paid out.

I would like to clarify one important point first. In some cases, casinos have very limited control over which payment methods are available or unavailable in certain regions. Payment providers (including Revolut or certain e-wallets) may change their availability, licensing status, or technical support in specific countries, which can result in a previously usable method becoming unavailable. Unfortunately, this is not always something the casino can override.

That said, I fully understand your concern, particularly since the casino’s terms generally require withdrawals to be processed via the same method used for deposits, and you have consistently used Revolut in the past.

• At this stage, could you please let me know whether you would be able to open a local bank account or use an alternative e-wallet accepted by the casino, if such an option were offered? I understand you mentioned personal reasons for not having a local bank account, but your answer will help us determine what realistic solutions remain and how we should approach the casino further.

Thank you for your patience and cooperation.

Dear Chacum,

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.

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,
Petronela
Casino.Guru