Revolution Casino - Player’s withdrawal is delayed.

On 23/04, I made a withdrawal and up until today's date, 07/05, I have not received it in my funds account. When I contacted live chat, they asked for my patience, but to this day I haven't heard anything from them.

Hello falusantos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Revolution Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I didn't use bonuses, they didn't ask to verify the account, they don't say anything and they only ask for patience when I get in touch. I answered these questions when I opened the complaint.

I also sent a screenshot of the withdrawal status. I have no other information as the casino does not provide it. I just want to receive my winnings, and I don't have that much patience.

Thank you falusantos for all the information provided so far. I will now forward your complaint to my colleague Jakub (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks so far Nick.

Hello falusantos,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Revolution Casino’s representatives to join this discussion in order to resolve this issue.

Dear Revolution Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Hello Jakub. I would like to update that the casino is now asking me for documents to verify the account. But I still find it hostile, because after 17 days of withdrawal processing, they asked me for documents but didn't accept any of them, just my identity card.

Here as you can see, they ask for proof of residence, I sent my cell phone bill, my electricity bill and also my bank statement and they refused.

Transaction history I sent proof of deposit to the casino and I also sent my bank statement for the last 3 months, and they also refused. I don't know what that history is.

And here as you can see, they asked for a selfie, where I need to open the casino website and take a selfie showing my face and the website open, I sent 3 different selfies and they also refused. If that isn't making it harder to pay out my winnings, I don't know what is. They also don't send an email explaining anything additional.

If they don't want me playing on their site or they don't want to pay my winnings, they could at least give me my deposit money back, that would put an end to the problem, and I'll never go back to that horrible site to play again. I know their rating is low, 6.8 with Guru casino, but I'm a casino games enthusiast, and I always look for new places to bet, in a way to live new experiences, and this was by far the worst experience I've ever had. I have had it in online casinos. No betting house I'm registered with makes so many demands like this, in a way to embarrass the player or irritate them with indifference and lack of cordiality and information.

If necessary, I can send all the documents to Casino Guru to verify, proving that there is only good will and collaboration on my part.

In other bookmakers, they at least release the amount back to the player's balance, and not here, the money gets stuck.

From what I understand, I win the prizes with the game provider, and the site just pays and receives the deposits, where after that there is the balance to pay the betting commissions to the casino and the player. In this case, they make it difficult by hoping to keep our profits, as the provider pays them. But we, who pay the casino's expenses, have to stay at a loss. Not fair Revolution, you guys are a terrible place to bet. They even have a cool website, with games from good providers, but their policy is horrible, not to mention the terms, which not even the casino itself complies with, but they are extremely demanding.

I learned as a child from my parents that "every good collector is a terrible payer" . Here you are to prove that this is the purest truth.

Dear Customer,

Thank you for reaching out.

Unfortunately, the documents that you provided are not of the standard required for verification.

In order for us to proceed, we would like to ask you to provide us with the following:

Selfie of you holding your ID with our website in the background (the selfies you provided only have you holding your ID or you with our website open - while we need both things to be present in the picture. Please find an example attached to this message)

Proof of address (preferably a utility bill, as we don’t accept direct bank statements)

We will make sure to check the documents with priority when you send them. Looking forward to your reply.

Best regards,

RevolutionCasino.com

Proof of address has already been sent, an electricity bill in PDF directly from the website of the electricity company in the state where I live, and you still refused. I do not have any other proof of address other than those sent. This information must be clear in the terms and conditions, giving the player the opportunity to have information on the necessary documents. If this had been clear on the website, I wouldn't have put money down to play, as I would have known the requirements. However, you hide the information, showing bad faith. Then they still appear as if they were the owners of the truth, demanding various documents from us.

Does this mean that now, because you judge my proof of address, I will be left without my winnings and without my deposited money? Do you think this is fair?