The player from Germany had requested a €1000 withdrawal, but the amount was returned to her gaming account without explanation. She had requested the withdrawal again, but there had been no response from customer service, and the live chat was not working. After several attempts to contact the casino, she was advised by a live chat representative to provide an account number, resulting in the payment being processed the next day. The issue was resolved without an explanation for the initial delay.
Revolution Casino - Player's withdrawal has been delayed.
Amount: €1,000
Revolution Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.4
Revolution Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Good day!
Last Monday, the 24th of June, I requested a withdrawal of €1000 to be credited to my credit card. However, on Wednesday, the 26th of June, the amount was simply credited back to my gaming account without any explanation from customer service. I have now requested the withdrawal again and still haven't received the money. Customer service is no longer responding, and the live chat hasn’t been working for days.
Can you please help me?
Best regards, Yuna2102
Automatic translation:
Public
Public
4 months ago
Dear yuna2102,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
What is the status of your current withdrawal request? Is it pending or has it been processed by the casino?
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
Public
Public
4 months ago
Translation
Hello!
I have already received several payouts...sometimes faster...sometimes slower...currently I have not received any response at all. I have written an email every day since Monday and the credit was earned without a bonus.
Thanks for your help
Automatic translation:
Public
Public
4 months ago
Translation
And no, I haven't received a payout yet. Revolution Casino simply doesn't contact me anymore.
Automatic translation:
Public
Public
4 months ago
What is the current status of your withdrawal request from 28 June? Please bear in mind that usually, we recommend players wait up to 14 days for their winnings to appear in their bank account.
Public
Public
4 months ago
Translation
Hello! After another payment was cancelled for my credit card without reason, the live chat suddenly worked again and the employee recommended that I provide an account number. The payment was made the next day. However, it was not possible to say why 10 days had to pass and no explanation was ever given.
Fortunately, I have now received my money.
thank you for the effort
Automatic translation:
Public
Public
4 months ago
Dear yuna2102,
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,
Veronika
Casino.Guru
