Revolution Casino - Player experiences deposit issues at the Casino.

I made a deposit of 10€ to this particular casino because it was my first time there. They credited my casino account with 10€ but my bank charged me 20€. I immediately sent them an email about this, but never received a reply, so I used the chat function instead. Their response was that a mistake had been made and the system hadn't processed it correctly. They promised to refund the difference within 3 working days. I waited but after 7 days, I contacted my bank, who told me it was an issue with the casino, not them. I tried reaching out to the casino again through the chat, they tell me to be patient and send them the screenshot of my bank statement as proof via email. I did that but still received no reply. I wrote again in the chat and they repeated the same. Then, I sent them another email asking about the status of my case and that I am going to reach out to a higher authority. Up until today, there has been no response. It's not about just the 10€, but rather this mockery over such a small amount. What would have happened if it were a larger sum?

Dear Xhejni87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Sometimes transactions are charged twice when some error occurs and they are usually returned to the bank account automatically. This process usually takes around 30 days.

Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it too.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Xhejni87,

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.

They still haven't given me any answer as to what is going on with my issue not by email or anywhere but not even a refund has been made to my money I will try to contact again although the answer will be the same and I will send you the conversation

I managed to enter the chat and in the end they kicked me out as you can see and would not let me connect to the chat again under any circumstances your conclusions and all this for 10€ shame imagine for more money what would happen exactly a month has passed

Thank you for your reply, Xhejni87. Could you please forward all the relevant communication between you and the bank to kristina.s@casino.guru? 

This is not possible because the communication with the bank is via phone, there is no chat so I can talk to them

Thank you very much, Xhejni87, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Xhejni87,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Revolution Casino representative to join this conversation and participate in resolving this complaint.

Dear Revolution Casino,

Could you comment on this and state why the player's deposit was charged twice?

Thank you in advance for providing the information.

Thank you very much for the help

Dear Customer,

Thank you for reaching out to us.

After reviewing your deposit inquiry and checking the transaction history you provided, we would like to inform you that only one deposit, amounting to 10 EUR, was successfully credited to your account in our casino.

Additionally, we want to bring to your attention that the additional details you shared about another 10 EUR deposit is associated with a different merchant and are not related to any deposits with us.

Thank you for your understanding in this matter.

Best Regards,

Customer Service

Good evening, first let me remind you that we have

also chat and you never denied that there was no mistake and you didn't charge me twice. I have sent you loads of emails and you never responded. Let me also remind you that a deposit was indeed made to your account in my bank, but it was debited twice. You told me that there was a mistake and the amount will be refunded whenever it was not done anywhere in another provider. I don't think the name should open in another casino. So to see what is open in another casino? You are liars for €10

the transaction description shows the code whenever it is neither the same nor anything else also the name of the casino belongs only to you

Dear Revolution Casino,

Could you comment on this?

I'll be awaiting your reply.

Dear Customer,

Thank you for providing the transaction screenshots.

In order to investigate your missing deposits, we kindly request you to provide us with your bank statement from 15.01-31.01 to our email at support@revolutioncasino.com.

Thank you for understanding!

Best Regards,

Customer Service

Good evening, I have sent you everything

in your email and if you look you will see that I have sent you 7 times a message in your email and you never bothered to answer me anyway I will send you the analysis again and I will also send it to the guru so they are aware

Dear Revolution Casino,

Could you keep us updated regarding the matter and let us know once you review the bank statement?

I am looking forward to your response.

Send me your email sir stefan so I can send you the analysis too don't upload them publicly

Dear Customer,

Thank you for providing the transaction screenshots. Kindly provide us the bank statement in PDF, not in screenshots as we need to send it to the relevant department for investigation of the missing deposit.

We sincerely appreciate your cooperation.

Best Regards,

Customer Service

I will send it to you

Hello Xhejni87,

Please follow the casino's instructions. You can also send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the documents.

I have emailed you my deposits requested by revolution casino and as you will see it clearly shows that €20 was credited instead of €10 while the casino insists that it was not

Dear Revolution Casino,

Could you comment on this?

I'll be awaiting your reply.

Dear Stefan,

Thank you for contacting us.

We received the bank statement from the customer and unfortunately we could not detect the transaction in the statement that the customer is claiming.

We sent you our findings via email. Looking forward to hearing from you.

Best Regards,

Customer Service

I have also sent them to Mr. Stefanos and it clearly shows that what I am asking is true

Revolution casino you have this too and you definitely saw it. It's your casino and the payment but shame you avoid for 10€ I give it to you but rest assured that now you look everything for your unreliability in the casino

Dear Revolution Casino,

Thank you for your response and the information provided.

Could you provide us with the full bank statement?

I'll be awaiting your reply.

Dear Stefan,

We sent you the bank statement via email as requested. Looking forward to hearing from you.

Best Regards,

Customer Service

Dear Revolution Casino,

Could you provide us with the pdf file instead of the Excel file?

I'll be awaiting your reply.

Dear Stefan,

We sent you the bank statement file as received. We kindly advise you to contact the customer for the PDF file of their statement.

Thank you for understanding!

Best Regards,

Customer Service

Dear Stefan, you know that I have sent you to your personal email the pdf of the bank that revolution casino is asking you whenever I think from my side I am covered with you thank you

Hello Xhejni87,

I haven't received an email from you. Could you send me the bank statement one more time? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

Good evening I sent you again

As you will see I have sent you days now however I have sent you again can you confirm if the email address is correct

Please check your mail again because as you will see I have sent you twice

Hello Xhejni87,

I have received your email. Could you provide me with an original PDF file? A screenshot from the app won't be sufficient I am afraid.

Thank you very much in advance for providing the information.

I have sent you the original regardless of the screenshot but I will resend it to you of course

I just sent it to you

Hello Xhejni87,

I cannot open the pdf file as it is damaged. Could you download the document one more time and send it to me?

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

Dear Xhejni87,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.