Revolution Casino - Player's account has been closed, delaying his winnings.

Good morning, the problem is that I have tried several times to credit the winnings (in the past) without ever succeeding... they let time pass. So I went back and played again losing. Until in February I asked for the account to be closed... without ever having an answer about the closure. So I continued to play. Winning another 300 euros (never credited) so I played again... don't give them to me, I play them! until a few days ago when I make a further deposit, they accept the deposit, I win and they say they don't give them to me because I asked for the account to be closed. So I started a tug of war for days with the chat support who told me not to worry because they found that I actually asked for the closure, they accepted the deposit and therefore it is correct that I am paid. None of this... I receive an email from support telling me that they have decided to close my account and therefore the money is not credited to me. I hope I was clear. Thanks

Dear simonebarbvieri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better and to fully understand the situation, could you please provide us with the following details:

• How many times did you request your account to be closed? Please specify the dates and the methods you used for requesting the closure of your account (emails, chats, etc.).
• When did you last contact the casino’s support team regarding the closure of your account?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Has the casino specified why they decided to close your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I asked for account closure 2 times in March and April... never happened.

In April when they didn't credit me with my winnings and continued to send me bonus emails.

Have you passed full KYC verification? I don't know what that is.

Have you already made successful withdrawals from this casino? Never

Did the casino specify the reason why they decided to close your account?

No, it didn't communicate anything... in fact, if I try to enter it tells me that it's been under review for days. They never sent me any information about it.

Please forward me the account closure requests you sent to the casino at [email protected].

Also, kindly send me the email you received from the casino informing you that the account has been closed and your balance will not be credited to you.

Hi Veronika and thank you.

below you find screen shot and the text of the request. But then I had a very long discussion that I would like to forward to you and that does not fit in the 5000 keystrokes of tense.

Email text:

With this email, I kindly ask you to permanently close the account associated with this email. I do not want to receive Bonus messages and promotion emails.

Best regards.

Submitted by Simone B.

I await yours and thanks again

Thank you for your messages.

Could you please let me know when exactly you requested the most recent withdrawal of your winnings?

Also, could you kindly clarify the following statement:

"Unfortunately my wife is a gambling addict and yesterday she spent money uselessly."

How does this relate to your request to close your account?

Hi of course, even if I've lost all hope.

For the sentence: my wife uses my account to play while I use it very little, almost never... I see that she plays because there is a credit card associated with it registered to the office. I pretend nothing happened to avoid bullshit... I don't know if you understand. I asked to close it HERE but they never closed it, not even after this sentence. My wife continued to lose money... while I went in to see if it was closed, and instead the last time I tried with 10 euros and I won the sum of 450.00 euros that they never let me withdraw, telling me that their privacy policy was very clear and that since I made a request, they closed it when there was money in the account, so they are not entitled to it. If they had done it before, I wouldn't have won, but my wife wouldn't have continued to give them the money. Another thing I know I'm right about: if they accepted my money, by law there is a bet between the parties, so it is correct to pay... instead they hide.

The last time I requested the accreditation with the usual email on 05/14/2025

You can find the request in the screenshot below.

Thanks again

Hello simonebarbvieri,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please clarify if your wife used her own credit card to deposit money into your casino account? Did you both use separate payment methods to send money to the same casino account?

Hi yes of course because it uses my account and my phone. As for the method I don't know.

Is there any possibility that your wife may use her own payment method (for example, a bank card) to deposit money into your casino account?

Absolutely not. All deposits were made with my Demi credit card… or rather with the only one we have and it is registered to our office.

How long do you think it will take because I feel like I've lost them?

Last week I also went to the police station and they made me speak to a postal police officer who deals with online scams and they told me that they are scammers and rarely pay.

so waiting doesn't cost me anything

thank you for what you do.

Dear simonebarbvieri,

Thank you for your continued cooperation and for providing detailed information throughout this process.

After reviewing all the available evidence, including the communication with the casino and your own statements, we regret to inform you that we must close this complaint as unjustified.

We understand that the situation is difficult, and we sympathize with the personal challenges you've shared. However, it is important to highlight that — as you confirmed yourself — your account was regularly accessed and used by another person, specifically your wife. Most casinos, including this one, strictly prohibit account sharing or third-party access, regardless of the relationship between the account holder and the other person. I have checked the Terms and Conditions, and this is what I found:

3.5 It is forbidden to use the login and password of any other person to access the Website.

(...)

4.1 By opening an account on our Website and by using our Website you warrant that:

• you are acting on your own behalf;
• you are a competent and law-abiding citizen;
• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;
• all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;
• you are not using monetary funds that you have received in an illegal way or from illegal sources;
• you have not entered into collusion and will not make an attempt to collude directly or indirectly with another customer of the Website;
• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

This type of activity violates the casino’s Terms and Conditions and undermines the integrity of the gambling environment. As such, the casino has the right to close the account and withhold winnings associated with unauthorized access.

While we appreciate your honesty, unfortunately, allowing another person to deposit, play, or manage your account weakens your claim. The responsibility to protect the account and ensure its personal use rests with the account holder.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika