Revolution Casino - Player's account remains open despite closure request.

Sehr geehrte Damen und Herrn,

Ich bat am 08.04.25 via Mail an [email protected], wie mir im Chat aufgetragen wurde um die Schliessung meines Accounts.

Bis heute ist mein Account nicht geschlossen. Zwischenzeitlich hat man mir im Chat geschrieben, dass ich nochmals eine andere Empfänger Mail Adresse nutzen soll und aber dann einen Text verfassen soll indem ich eingestehe dass das Casino keinerlei Verpflichtungen mir gegenüber macht. Davon habe ich natürlich abgesehen. Zwischenzeitlich habe ich 140€ durch mehere Einzahlungen verspielt weil das Casino mein Account nicht schliesst. Ich bitte Sie darum mir hier zu helfen und das Casino dazu aufzufordern mir den entstandenen Schaden zurückzusenden. Wenn Sie wünschen sende ich Ihnen die entsprechenden Nachweise.

Dear Hopeless,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Spielsucht ist der Grund gewesen! Die gesendete Mail habe ich Ihnen zugesendet!

Thank you for the email. Could you please specify if you received any response from the casino to the account closure request you sent on April 8?

Have you contacted the casino customer support since then? If so, how did you contact them (via email or chat)? If you have any more communication you could share with us, please forward it to me at [email protected].

Dear Hopeless,

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.

We’ve reopened this complaint at the request of Hopeless. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

I didn't receive a response until April 17, 2025. I was supposed to reply to the email then. But I already submitted the closure request on April 8, 2025.

Please forward me all the communication between you and the casino regarding your account closure request at [email protected]. Thank you for your cooperation.

Von mir benötigen Sie doch keine weiteren Angaben oder doch?

Please forward me the response you received from the casino on April 17.

Additionally, kindly specify the dates and amounts of the deposits you made into this casino between April 8 and April 17.

My email address is [email protected].

Hi Veronika,

Ich habe Ihnen die angeforderte Mail soeben zugesendet. Eine Transaktionsliste ist auf der Website des Casinos nicht einsehbar. Ich habe das Casino am 25.06.25 im Chat gebeten mir die Transaktionsliste zuzusenden. Bis heute habe ich nichts erhalten.

Thank you for your email.

After the casino contacted you on 17 April, did you reply to that message confirming that you wanted to go ahead with closing your account?

I appreciate your clarification.

Nein. Das habe ich nicht, weil ich dies nicht gesehen habe. Ich brauche dies auch nicht zu bestätigen, weil meine vorrangegange Mail bereits eindeutig war.

request, as it does not meet the necessary criteria for our intervention.

According to the information we received, the casino attempted to follow up with you via email to confirm your decision regarding account closure. Unfortunately, since you did not respond to that message, your action is considered insufficient. In situations involving responsible gambling concerns, it is important that the player clearly communicates the problem and actively takes steps to ensure their account is closed.

As no such confirmation was provided, we are unable to assist you with recovering the lost deposits. However, if your account is still accessible, we would be happy to help you ensure it is permanently closed. Please let us know if this is something you would like our assistance with.

Dear Hopeless,

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.