A player from Germany had deposited 20 euros and received a 30 euros deposit bonus, which was erased after just one hour, even though the bonus was supposed to be valid for 24 hours. Customer support claimed that the bonus had expired but showed no genuine interest in resolving the issue, and emails sent to the casino went unanswered. After we contacted the casino, the player's bonus was credited back to their account with an extended validity of 48 hours. The case was marked as resolved.
Revolution Casino - Player's bonus balance was prematurely removed.
Amount: €30
Revolution Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Hello, about 2 days ago, I deposited 20 euros here and an additional 30 euros were credited to my account as a deposit bonus. However, the problem is that my bonus balance got erased after 1 hour. I contacted them via live chat and asked why this happened, and they told me that the bonus had expired and that the bonus is valid for 24 hours. It's been an hour since I made the deposit and activated the bonus. So how can a bonus with a validity of 24 hours expire in just one hour? They showed no real interest. I told them I would file a complaint here, but no one seemed to care, and the issue still remains unresolved. I've attempted to contact this casino via email, but they haven't even responded.
I find this unfair and want this issue to be resolved, if only to make other players aware of this situation. A 24-hour validity period is already quite short, but for a casino, I understand it's acceptable. However, it is unusual for a bonus to be erased just 1 hour after activation. Usually, I don't lodge complaints about bonus funds, but the injustice of the casino disturbs me. It is necessary to put a stop to such things, even if only a little. Many thanks to the entire Casino Guru team for your help.
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4 months ago
Dear hasan93,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered with the online casino.
To assist you more effectively and work towards a resolution, could you please provide more detailed information on the following points:
- Any screenshots or email confirmations you have regarding the deposit, the bonus activation, and any communication with the casino.
- Detailed information about your interaction with the live chat support.
- Any terms and conditions related to the bonus that were provided to you at the time of activation.
- Whether you have had similar issues with bonuses at this casino in the past.
You can forward any relevant communication or documents to petronela.k@casino.guru.
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
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3 months ago
Dear hasan93,
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.
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3 months ago
Translation
Hi, thank you for publishing my complaint. It says that the bonus draws run for 24 hours, but as I said, the bonus was removed 1 hour after it was activated and it says it has expired, live help.I cannot prove the time of the bonus because my bank statement does not show the time, but I can prove it as a day because I made the deposit on the same day and the bonus was removed from my account on the same day.
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3 months ago
Hello hasan93,
We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Hi hasan93,
- Could you let me know if you started the bonus wagering or not?
- Also, what was your balance when the bonus amount vanished?
Thank you.
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3 months ago
Translation
Hello again, I think I haven't started playing with bonus yet because real money comes first and then I can play with bonus money.The balance was a little over €40 including the bonus money and suddenly my balance was about €10. In short, the live support and email help told me that the bonus had expired The 24 hour bonus was removed after an hour and that was not fair in my opinion In short, the bonus was removed from my account before I started playing with the bonus money.
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3 months ago
Hi hasan93,
I have checked the general bonus terms and conditions and this is what I found (here):
Could you please provide the exact link to the bonus you redeemed or the promotional email through which you received the bonus?
Thank you.
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3 months ago
Translation
This is the bonus I received but I couldn't find the campaign email. 
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3 months ago
Translation
As written here, the bonus is 30 euros, the strange thing is that the bonus is removed after 1 hour with the message that it has expired, this is not normal.
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3 months ago
Thank you very much, hasan93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.
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3 months ago
Hi hasan93,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Revolution Casino to the conversation to participate in the resolution of this complaint.
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3 months ago
Translation
Hello, the problem has been solved, my casino bonus has been credited to my account, thank you for everything.
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3 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that after a thorough review of your case, we have credited your account with a 30 EUR bonus which has 48 hours to be used by you (please find it in your "Bonuses" section).
Please accept our sincere apology for the inconvenience caused.
Best regards,
Customer Support
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3 months ago
Dear Revolution Casino team,
Thank you for your reply and help.
Dear hasan93,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
