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.

Dear Edustaja,

I am in contact with the casino, and currently, I am waiting for more details and evidence supporting its claims and decision. In the meantime, I have a few questions for you.

Is it possible that there is another account in the casino, with the owner of which you exchanged payments through your payment method? I mean is there a chance that the casino could find an owner of another casino account from whom you received payments or to whom you sent payments (using your payment method)? If so:

• What was the purpose of exchanging such payments between your payment methods?
• What was the activity on your account? What game or types of games did you play most at the casino (slots, live casino, sports betting...)?
• Did you use any bonuses on your disputed account? If yes, what bonuses were used?
• Were any bonuses used on another linked account (with the owner of which you exchanged the payments)? If yes, what bonuses were used there?

Hi, i have played in another sister casinos of revolution casino if that is what you mean then yes. Ive deposited trough skrill rapid transfer and played only slots and i have used bonuses in those sister casinos (welcome bonuses, reload ect)

But it is not what I asked you about. I meant only this casino and another person at this casino that could be linked to your account or you via transactions on your payment method. So, can you please look at my previous post once again and answer my questions?

No i have not done anything like that i am like 100% sure

Alright, Edustaja. I will contact the casino again and wait for further details I requested from them some time ago. Unfortunately, I have not received any further email back from them regarding the matter at all.

Although the casino does not respond to the thread for some unknown reason, I will set up the timer for the casino so we can keep track of the complaint processing time.

I will inform you about any news or updates.

Thank you for your patience and understanding.

Dear Edustaja,

Can you please provide me with a bank statement (transaction history) from the payment method (Danske Bank account) that you used for deposits made to the disputed casino account for February and March 2024?

Feel free to send it to my email (branislav.b@casino.guru).

Ok. Ill send those now

Thank you, Edustaja. Let's now wait for additional information and details from the casino.

Dear Revolution Casino Team,

Can you please look at my last email regarding the matter sent on May 22, 2024, and answer it? We would definitely need more details and clarification.

It would be highly appreciated if you could also check my previous email sent on May 15, 2024, and answer the unanswered questions.

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.

Dear Branislav,

Thank you for your patience!

We have replied to your email.

We are awaiting your review and reply.

Best regards,

RevolutionCasino team

Hi, Okay i understand, so the transactions between the persons and i was because in finland we have this money transaction app named mobilepay and we use this to send money to each others (gas payments, food payments or to loan some amount from a friend etc.) all my money is from full time job when i gamble, and i have friends who play casinos and when i found some new bonuses or intresting offers i usually tell my friends about it. But no there is nothing deeper than that. So yes it is possible that they have made an account in revolution casino or its sister casinos to gamble and play with bonuses. I hope this text cleared at least something.

Alright, I understand. Let's wait until the casino replies to my email with the additional information I asked them about. Then, I will likely have to discuss the matter internally with the team and will inform you and the casino how we will proceed. To be honest, considering all the given circumstances and the details/evidence provided by the casino so far, I really cannot see a real reason for playing this way or an unfair advantage that could be gained by that.

Thank you for your patience and understanding. For now, the timer will be set up for the casino.

Hi Branislav, revolution casino is now send me the 1000€ and i have recive them. Thanks to you and of course the revolution casino team. I really appreciate everything that you did to recive my winnings! Thanks a lot once again!

Great news, Edustaja!

Thank you very much for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you, too, Revolution Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru