The player from Germany had won €1,500 and requested three withdrawals of €500 each. However, the casino had demanded additional verification, only accepting the player's passport and rejecting other documents. The player had perceived these demands as delay tactics, fearing that the casino would seize the winnings and close the account if the verification was not completed. The player had provided multiple documents for verification and expressed frustration with the process. Eventually, the player decided to cancel one of the withdrawals of €500, reducing the disputed amount to €1000. Despite our attempts to mediate, the player requested to close the case, expressing his intention to gamble away the remaining amount and leave a negative review about the casino.
Revolution Casino - Player faces withdrawal delay due to pending verification.
Amount: €1,500
Revolution Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hello, I once deposited at the casino and won €1500. At level 1, you can withdraw €500 a day up to €7000 a month. I did this and requested €500 each for 3 days. Then, I had to get verified. The only thing that was accepted was my passport. A selfie with the casino in the background was rejected three times. The header of my car insurance and a photo of a sick note were rejected numerous times. They also want extracts of transactions from the last 6 months, but I only sent an extract of the first and only transaction. It seems to be pure delay tactics, as the casino reserves the right to delete the funds and close the account after a certain period if you're not verified. This type of individuals reminding me of those from Ares and Maximialwins, who luckily were removed from Germany.
Dear elfe1962,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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
Hello, I requested the withdrawals on April 20th, April 21st and April 23rd. After I sent it, the verification was added to the pending verification for no reason. I wrote to the casino yesterday and asked for a call so that they might recognize me on the phone. At other casinos I have always verified myself with KYC without any problems and it has always worked. Best regards, J.Drost
Thank you very much, elfe1962, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, I sent a letter from the European Parliament for the European elections with my address again to verify my address and it was rejected again. LG
Hello elfe1962,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Revolution Casino’s representatives to join this discussion in order to resolve this issue.
Dear Revolution Casino,
Could you please provide an update on the status of the player’s withdrawal request, as well as clarify the reason why player's documents are being rejected?
Best Regards,
Jakub
Hello, the address with a picture of the letterhead calling for the European elections was accepted. I have re-sent a selfie with my face and the open casino and a photo of the transaction on April 19, 2024.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello, I will cancel 500 € of the winnings. It is also possible that the casino limits the amount that can be paid out if I win after only one deposit. I have had amounts of up to 1000 € paid out without verification at other casinos. Therefore, the current amount in dispute would only be 1000 €. LG Jutta Drost
Dear customer,
Thank you for reaching out!
We are currently still waiting for a few documents needed for the account verification.
We would like to thank you for providing us with the documents up to this point. As of now, we are expecting you to provide the transaction history for the entire month of April.
Thank you in advance for your co-operation.
Best regards,
Revolution Casino team
Hello, the casino has credited the remaining €1000 back to my account. What makes this all so disgusting is the fact that it says here that I should send all transactions for the whole month of April. In the casino they also want a selfie of me with the casino open in the background. And to send all transactions for a month without blacking out confidential data? Only this casino demands that. The €500 that I canceled myself was lost in no time. I will now gamble away the €1000, although I know that I will not get any more. Thank you for your help, but there will always be philistines like that. Please close the case, it's pointless because the casino will wait and see and do nothing so that it doesn't have to pay out. I'm learning from this and when the money is gone, I will write a corresponding review on various portals to warn others. Best wishes, J.Drost
Dear everyone,
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
Kind Regards,
Jakub
