The player from Brazil made a withdrawal request on 23/04 but had not received the funds by 07/05. Despite contacting live chat, he did not receive any further information or updates. The casino initially rejected the player's documents for verification, citing issues with the format and content. The Complaints Team intervened, and the player resubmitted the required documents, including a utility bill and a selfie with specific conditions. The documents were eventually accepted, and the issue was resolved successfully with the player's withdrawal processed.
Revolution Casino - Player’s withdrawal is delayed.
Amount: 300 R$
Revolution Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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6 months ago
Translation
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.
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6 months ago
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
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6 months ago
Translation
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.
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5 months ago
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
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5 months ago
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
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5 months ago
Translation
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.
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5 months ago
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,
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5 months ago
Translation
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?
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5 months ago
Dear falusantos,
Thank you for providing additional information regarding this case. Could you please send all the documents you provided to the casino to my email address at jakub.m@casino.guru? I would like to check if the documents comply with the casino's requirements.
Dear Revolution Casino,
Could you please be more specific about the reason for the consecutive denial of the player's documents? According to his claims, he provided the standard proof of address.
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5 months ago
Translation
Of course I can Jakub. I will forward all documents sent to Revolution Casino. These documents are the ones I use for all sites where I register, including sites that are covered by the same licensing authority as this casino. Other players did not need all of this to make the payment. Furthermore, due to the delay in processing, they should not demand mine either, as this is not a clear rule due to the low value of my withdrawal. These confirmations are used for high amounts, above 500 BRL, thus preventing fraud and money laundering. It is a security requirement, and should not be used to delay payments or the like.
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5 months ago
Dear falusantos,
Thank you for providing the documents. After reviewing them, I am unable to determine the reason for the casino's denial. Let's await the casino's statement regarding this case together.
Thank you for your cooperation!
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5 months ago
Dear Jakub,
Thank you for your message.
As it has been previously mentioned, the customer hasn’t uploaded Selfie of him holding his ID with our website in the background (an example was attached in our previous message).
Best regards,
RevolutionCasino.com
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5 months ago
Dear Revolution Casino,
Thank you for the clarification.
Dear falusantos,
It seems that your withdrawal request was denied due to the absence of a required selfie. The specific photo that meets the casino's conditions is indeed missing from the evidence you provided. Please upload the necessary selfie to the casino and inform me once it has been submitted.
Thanks!
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5 months ago
Dear Customer,
Additionally, it appears that the utility bill you provided is not the original document. It was created using "Print to PDF" option.
Could you please upload the original document downloaded from the provider website or email that was received?
Thank you in advance.Best regards,
RevolutionCasino.com
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5 months ago
Translation
My utility bill comes in a different format to those accepted by the casino website, requiring conversion to PDF or JPG to upload. Therefore, I needed to convert the format to PDF in order to upload it to the website. Anything else I send, I will have to do the same, unless the revolution website starts to accept the format provided by the electricity company's website. As for the selfie, the document began to be required in the selfie after I opened this complaint, as before it was not necessary to have an ID with the selfie and the website open on another device. I sent what I was asking for, but then the requirements changed. Documents will be sent...
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5 months ago
Dear Revolution Casino,
Thank you for the update on this issue.
Given that your casino's system accepts only specific file formats, I consider important and fair to offer an alternative method for submitting documents when a player has the original document in a different format. Could you provide the option for player to send the required documents to the casino's email address, allowing the verification process to be handled manually? If so, could you please provide an email address where the player can send the required documents?
Thank you in advance for your reply!
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Dear Customer,
Thank you for your reply.
You can send the files to support@revolutioncasino.com. Please let us know once you sent it and we will check it with priority.
Looking forward to your reply.
Best regards,
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5 months ago
Dear Customer,
Thank you for providing us with the utility bill, it was accepted.
You informed us that you will be able to provide us with the required selfie next week and we are going to wait for you to provide it.
Best regards,
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5 months ago
Dear Revolution Casino,
Thank you for your cooperation, it is truly appreciated.
Dear falusantos,
Now, please upload the selfie according to the casino's requirements. Let me know once it's done so we can proceed to the final step, which I hope will be the successful withdrawal of your funds.
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4 months ago
Translation
Ok. Thanks so far... I'll let you know when everything is resolved.
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4 months ago
Dear falusantos,
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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4 months ago
Translation
Hello Kubo. The problem was solved.
I would like to thank the Casino Guru team just for the assistance provided.
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4 months ago
Dear falusantos,
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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Kubo
