The player from Greece had registered at Revolution Casino and won 350 euros after making a deposit and claiming a bonus. However, the withdrawal request she made on 08/28 remained unapproved by the finance department, leading to daily inquiries in which she received vague reassurances. The issue was resolved after she confirmed that no identification was required for her account and provided the necessary withdrawal details. The Complaints Team marked the complaint as resolved upon confirmation of the successful withdrawal.
Revolution Casino - Player’s withdrawal request is delayed.
Amount: €350
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.
7.5
Revolution Casino has a Safety Index of 7.5, 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
3 months ago
Public
Public
3 months ago
Translation
I registered on 08/27/24 at Revolution Casino. After making a deposit and claiming the registration bonus, I won 350 euros. I requested a withdrawal on 08/28, but the money has not been credited yet, and the withdrawal request has not been approved by the finance department. Every day, I contact live chat, and they tell me not to worry, that it's with the finance department for approval and that it will be credited soon. This makes me feel that this casino is a scam.
Automatic translation:
Public
Public
3 months ago
Dear Elenigianni1991,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
3 months ago
Translation
Good morning, thank you very much for your prompt reply. There is no problem in identifying the details because I asked them. In other casinos the money is credited in 1 to 3 days. the issue is settled. If I see the other week that you do not approve the withdrawal, I will contact you again to help me
Automatic translation:
Public
Public
3 months ago
Dear Elenigianni1991,
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.
Public
Public
3 months ago
Translation
Good evening, the money has not yet been credited to me. Please help me. I think revolution casino is a scam. I contact them every day and they tell me that the withdrawal will be approved soon but nothing happens. What can I do?
Automatic translation:
Public
Public
3 months ago
Translation
Good evening, you haven't answered me what I can do because the money hasn't been credited yet and the withdrawal hasn't even been approved. Every day I contact them and they tell me it will be sorted out soon and not to worry. But after so many days I think it's scam and I will lose my hard earned money
Automatic translation:
Public
Public
3 months ago
Thank you for your reply, Elenigianni1991. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
Additionally, if possible, please post a screenshot of your withdrawal history here in this thread.
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Good evening, I was not asked for identification and when entering the account verification it also says that account verification is not required. I asked them at the help center and they told me that identification is not required. I am sending you in addition to the withdrawal request which I first made on 28/8, then I saw that it was pending for many days, I canceled it and did it again on 5/9 somehow and the system and the icon that states that no verification is needed were stuck.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Translation
When I deposited the money I got a 100% bonus and 20 free spins which I won and turned over before making a withdrawal request
Automatic translation:
Public
Public
3 months ago
Translation
Good day to you
Problem solved. Thank you for your interest.
Automatic translation:
Public
Public
3 months ago
Dear Elenigianni1991,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
