The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After multiple communications with the casino's support team, he expressed frustration over the delays in receiving his two €500 payouts, which had been pending since May 17. Following further inquiries and escalation from the Complaints Team, both payouts were successfully received by the player. The issue was then resolved and marked as closed in the system.
Revolution Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Revolution Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Hello Casino Guru,
I requested my first withdrawal of €500 from Revolution Casino on May 17th. The casino says the request will be processed after 3 working days. When I asked again over the last 2 days, I was given multiple reasons why the withdrawal had not been processed. There are too many requests, technical problems, the last time yesterday I was told my withdrawal was in the queue, etc. I have two more withdrawals of €500 and €250 from May 18th and 19th. I played at the sister casinos and there was no delay there and I was sometimes even paid the next working day but never longer than 3 days or working days. I didn't want to file a complaint but that is taking too long and I hope that you can help me speed things up because I have been put off by support again and again. Everything is fine, I don't have to be verified or anything. As I said, I have had withdrawals from sister casinos and everything was quick and great.
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8 months ago
Dear benzj044,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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7 months ago
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Hello, I'm still being put off by support, and the payout still hasn't been processed. I still have two €500 payments pending since May 17th. I lost €250. What's the point of this stalling tactic? Do they want me to keep the money, or what?
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7 months ago
Dear benzj044,
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.
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7 months ago
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Dear Casino Guru Team,
Thank you for your inquiry.
Unfortunately, nothing has changed in my case as of today, June 1, 2025. Support continues to stall me. The payout of two amounts of €500 each (requested on May 17 and 18) has not been processed to date. Instead of a solution, I only receive repeated messages like "We'll forward it" or "Our colleagues have been informed."
I've even lost €250 because I was under pressure and just hoping something would happen. I now feel like the casino is deliberately trying to get you to wager the money instead of paying it out – a stalling tactic that's dubious and disappointing.
I therefore ask you to escalate the case again and continue to put pressure on the casino. A payout that has still not been made after more than two weeks is unacceptable.
Thank you for your support.
Best regards
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7 months ago
Dear benzj044, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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7 months ago
Translation
Dear Dominika,
Thank you for your message. Here are the answers to your questions:
Successful withdrawals:
I've already made several successful withdrawals at sister casinos belonging to the same group. Everything went smoothly there.
KYC verification:
Yes, I am verified.
Bonus:
My winnings were earned without an active bonus.
Communication with the casino:
I've chatted with support several times, unfortunately always with the same standard responses. I'll post screenshots of the chat conversations here in the forum soon so you can see for yourself.
Best regards
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7 months ago
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My last conversation with support was on Thursday, May 30, with a Mr. Klug. Again, he said, "Please be patient, it's coming soon." Since then—as always—nothing has happened.
As a reminder:
The first payment was requested on May 17.
Today is June 2nd – so 16 days have passed, including at least 11 working days.
I've now uploaded all the screenshots. You can clearly see: I've asked several times, been constantly put off, but no progress has been made.
I'm finally expecting a solution.
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7 months ago
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New update (02.06.):
I was in the live chat again. Again, the same thing happened:
Always just "coming soon," "we’re checking," "the finance department is looking into it" – but no concrete answer, no date, no movement.
I have explained several times that I have been waiting since May 17th.
Attached are screenshots of today's chat with "Jasper" - he just repeats the same statements as all previous support employees.
I made it clear that this is no longer reasonable – it is just a matter of a normal payout, not a special audit.
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7 months ago
Translation
I received both payouts of €500 each today. The money has arrived.
Many thanks to the Casino Guru team for their support – the complaint can now be considered resolved and closed.
Best regards
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7 months ago
Dear benzj044,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
