The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. Her money hadn't been received yet. The Complaints Team had advised the player that withdrawal processing could take up to 14 days and suggested waiting for this period before escalating the issue. The team had extended the complaint's resolution timeframe by 7 days. However, due to a lack of response from the player, the complaint was rejected. The team was unable to proceed with the investigation due to the player's non-communication.
Revolution Casino - Player believes that their withdrawal has been delayed.
Amount: €140
Revolution Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Three days ago, I requested my withdrawals at Revolution Casino, which were two payments of €70 each. I also submitted my identification documents via email for verification. I have received no response, which is making me very uneasy. If the money hasn't been processed by the end of the week, 22.03.24, I will be forced to file a complaint and turn this matter over to my lawyer. I tried contacting the support chat at Revolution Casino, but only got responses from an AI. They told me to write an email, but I've received no response there either. This is very unprofessional!
Automatic translation:
Public
Public
7 months ago
Dear karin240672,
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
