Revolution Casino - Player’s account has been blocked without explanation.

Hello! I made a deposit on the said casino on 22.2.2024 (25e) and initially won 500e.

On 27.2.2024, the casino requested documents from me which I submitted, but one did not go through (payment history for last 3-6 months using your payment method), which in this case is rapid transfer by skrill, which takes payments directly from my bank account. So, I sent 3 pdf files of my account statements spanning 3 months that show all the transfers. On 10.3, I withdrew the said amount back to my gaming account and won another 500e. I withdrew 500e on the same day and another 500e on 12.3. I have been trying to discuss the matter with customer service, and they always say the same thing, "we will send a message to our department so they can quickly check your documents, or wait for our email message" despite this, I haven't heard back, and now they closed my account without notice on 15.3

Hello Edustaja,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Revolution Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they state the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hi. We can talk in english aswell. So my account is not fully verified because they havent accepted my transaction history between december, january and february even though they asked me to send an transaction history "An image or a PDF file that show the transaction history of the payment method you used for the last 3-6 months. All information should be visible and not redacted" thats what the verification section said. I used a bonus to get my wins and i fully wagered that bonus. Last time i spoke to the customer service was 18.3 and it was about my account being closed because it is "under a examination" and they havent contacted me trough email even though ive been waiting since last friday and they did not tell a reason for this closure or "examination".

Hi i just got more info about the situation, so my account was closed 10 days ago and i havent recive any emails about this (i checked every inbox there is) and found nothing, wierd. Last friday i spoke to an customer servant her name was "Nella" and she said that my withdrawl is coming to me in 3-5 working days but i dont think its coming and i have screenshots about this messages.

Hello Edustaja,

If the casino claims that your withdrawal will arrive, does it mean that the account is now open or still closed? What method did you use to withdraw? I would probably recommend to wait out a few more days to see if the payout really arrives. Let us know in case of any update.

Well i dont think its coming because its been 4days now and when i spoke to an customer servant yesterday and a day before they just keep asking me about my documents "have you send an transaction document (bank or e-wallet)" and i said yes and ive tried to tell that my account is still closed and they said that i should contact them trough email so i did and they havent answer me back. I used skrill rapid transfer when i deposited and yes the account is still not open

Hello Edustaja,

We always recommend to wait 14 days for any kind of transaction or any payment method used. If it's been only 6 days ago, I would definitely wait.

Yea ok but im like 100% sure that its not coming to me. Even though the customer servant said that its coming to me. And my account is still close they just dont communicate with me.. they give me false hope all the time "we will give you more information trough email" or "contact us trough email" and when i do send them emails they dont answer back

Hey, nothing has happend and i havent recive my money

Thank you Edustaja for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay

Hello, Edustaja,

I am sorry to hear about your trouble and apologize for the delay.

Thank you for your email and additional information. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Revolution Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.