Revolution Casino - Player’s withdrawal has been delayed.

good morning, I've been playing in this casino since the summer for about 5-6 months, I didn't have any problem with my withdrawals.. I'm back on November 15th or 14th, I won some money 1600 euros. I saw that I had leveled up to the vip levels and from 500 euros the daily withdrawal limit had gone to 800, then I made 2 withdrawals of 800 euros I was asked to identify my account to send an ID I sent my documents and since November 17 I am waiting to be sent and emailed without getting any response. in the live chat that I enter every day they tell me that we have received your registration and you will be informed by email which I am still waiting for without any reply from anyone. later I won other money, the total amount reaches 3,500 euros, I canceled my withdrawals and re-did them in case there was a problem, since November 28 I am still waiting for them to approve a withdrawal, from my side I have sent the necessary documents companies, I have also sent an email to the support, which I never received a reply

Dear mixalhsg13,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Good morning, I understand that identification is a very difficult process, but this process has started since 17/11 and maybe since 15/11 I have also sent by email the registrations which are not accepted even from the live chat, only from the option to site, the problem is that I send an email and I don't receive any response about this topic, also in the live chat they tell me the same thing every time to wait, I also wonder what's going wrong, maybe I sent some wrong document, at least let me get an answer so I can resend it, I hope to get an answer from the casino and get my money

Thank you very much, mixalhsg13, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, mixalhsg13!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good morning, I would also like to inform you that today the casino accepted one of my withdrawals, which is also a positive step, I hope that all withdrawals will be completed

Hello!

Thank you for reaching out!

Please be informed that the account has been successfully verified and the withdrawal payment was initiated.

The withdrawals will be processed in accordance with the VIP level of the customer as well as the Terms and Conditions of the website.

Please let us know if we can be of more help.

Thank you for co-operation.

Sincerely,

RevolutionCasino Administration

mixalhsg13, please, let us know as soon as you will successfully receive your funds!

everything is fine, I can say a withdrawal is pending, but the casino has responded in full so far, I have no complaints, I believe that in the next few days everything will be completed

Thank you very much, all the money has been received

Dear mixalhsg13,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team