Revolution Casino - Ο παίκτης αντιμετωπίζει καθυστερημένη ανάληψη και προβλήματα λογαριασμού.

Dear Sir or Madam,

I have been waiting for a long time for my winnings to be paid out at Revolution Casino.

After ages, since I didn't receive any email, I noticed under the verification tab that they want a transaction history from Jeton for July 2024.

I checked the data and found it odd because I realized I hadn't deposited anything in June.

My first deposit was in August, specifically on 27.08.24.

You can see this in the screenshots:

And here you can see that the July history is requested:

Because I found this so strange, I went to the live chat to ask if it was a misunderstanding or an error. Why would they want a July statement if I only deposited at the casino for the first time in August?

The support in the live chat then said they would forward this to resolve the situation, and I would be contacted by email.

However, that was at least two weeks ago, and unfortunately, I have not heard back from the casino since.

It would be nice if I could have a conversation with the casino so the case can be resolved quickly and efficiently.

I am slowly running out of patience, having to wait even longer for my money just because I am not getting a response.

Kind regards,

Ninosch

Sehr geehrte Damen und Herren,

Schon lange warte ich auf meine Gewinnauszahlung im Revolution Casino.

Nach Ewigkeiten, da ich auch keine Email erhalten habe, sehe ich dass unter den Verifizierungsreiter steht, dass sie einen Transaktionsverlauf von Jeton für den Juli 2024 haben wollen.

Ich habe die Daten überprüft und fand es merkwürdig, denn mir ist aufgefallen, dass ich im Juni nie eingezahlt hatte.

Meine erste Einzahlung war im August. Und zwar exakt am 27.08.24.

Hier können Sie das auf dem Screenshots einsehen:

Und hier sehen Sie dass der Verlauf vom Juli angefordert wird:

Da ich das ganze so merkwürdig fand, ging ich in den Livechat um nachzufragen, ob es sich um ein Missverständnis oder einen Fehler handelt. Wieso wollten sie einen Juliauszug, wenn ich erst im August das erste Mal im Casino eingezahlt hatte?

Der Support im Livechat meinte dann, dass er dies weiter leiten wird, um die Situation zu klären und ich per Mail dann kontaktiert werde.

Das ist allerdings nun auch schon mindestens zwei Wochen her und leider habe ich seither vom Casino nichts mehr gehört.

Es wäre schön, wenn man mit dem Casino ins Gespräch kommen könnte, sodass man denn Fall nun schnell und effizient lösen kann.

Denn ich habe langsam keine Geduld mehr, noch weiter solange auf mein Geld warten zu müssen, nur weil ich keine Antwort bekomme.

Freundliche Grüße

Ninosch

Dear Ninosch, 

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

Please understand that KYC (Know Your Customer) verification is a crucial process that ensures funds are sent to the rightful owner. Since gambling establishments operate online and cannot physically verify each player's identity, they rely on documentation to fulfill legal and regulatory requirements.

While I understand that some of the requested documents might seem excessive, casinos typically have specific reasons for requesting them, often tied to compliance with anti-money laundering laws and fraud prevention measures.

Could you please confirm if you have submitted your July Jeton bank statement as requested by the casino? Additionally, have all your other identity documents been successfully approved and verified?

Once the casino has all the required documents, the verification process should be completed promptly, allowing you to proceed with your withdrawal. 

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I understand that, but the point was that the casino itself said that they would look into the case and get back to me. Because I had asked whether the July bank statement was correct.

The only thing is that I have not yet received an answer, as I was promised, so that I do not have to go to unnecessary trouble to acquire documents that I do not need in the end.

After all, it costs me an extremely large amount of time.

Das verstehe ich, es ging aber darum, dass das Casino selber gemeint hat, sie überprüft den Fall und meldet sich bei mir. Weil ich nachgefragt hatte, ob das mit dem Juli Kontoauszug seine Richtigkeit hat.

Es geht nur darum, dass ich bisher keine Antwort erhalten habe, wie mir versprochen wurde, damit ich jetzt nicht unnötige Mühen habe, Dokumente zu erwerben, die ich am Ende dann doch nicht benötige.

Schließlich kostet mich das auch extrem viel Zeit.

I understand your concern. However, the best thing you can do for now is submit your Jeton statement for July as requested in the verification section of your casino profile. Without providing the requested documents for verification, we are unable to continue with the investigation and assist you with this complaint.

Since I am currently on vacation until January 2, 2025, I do not have access and you cannot simply download a statement for any month on Jeton.

I would have to open up every transaction from July and take a screenshot of each one, and I had a few transactions in July. Why should I put in so many hours of work now when the casino has nothing to do with July? Why do they want a statement from July when I only deposited into the casino for the first time in August?

I still don't understand.

I would be grateful for an explanation from Revolution Casino.

Thank you very much

Da ich aktuell bis zum 02.01.25 im Urlaub bin, habe ich keinen Zugriff und man kann auf Jeton auch nicht einfach einen Auszug von einem beliebigen Monat runterladen.

Ich müsste jeder Transaktion vom Juli aufklappen und einzeln einen Screenshot davon machen und ich hatte einige Transaktionen im Juli. Warum soll ich mir jetzt soviele Stunden Arbeit zumuten, wenn das Casino mit dem Juli rein gar nichts zu tun hat? Warum wollen die einen Auszug vom Juli, wenn ich erst im August das erste Mal ins Casino eingezahlt habe?

Verstehe ich nach wie vor nicht.

Ich wäre dankbar über eine Erklärung von Seiten des Revolution Casinos aus.

Lieben Dank

Is there any way to request a PDF statement directly from Jeton? Have you previously submitted Jeton statements to the casino as screenshots, and were they approved?

I understand that the casino's request may seem extensive, but please note that our policy requires the player’s cooperation before we can approach the casino for assistance.

Thank you for your understanding, and I look forward to your reply.

No, there is no way to do that. I have already spoken to Jeton in live chat several times regarding the account statement issue. This is only possible via MiFinity.

That's why it's so important to me that it's first clarified why July is being requested when I only deposited in August. Because I would be really angry if I sent the casino a statement from July, which would involve a lot of effort, and then they said afterwards that we need August after all.

I just don't understand the point of all this. I wouldn't be surprised if they ask for my resume or want to see my family tree at the end.

How can I prove that I am me after I have already sent so much documentation to the casino?

I'd like to prepare for July, but I need some time for it. I would have been grateful if the casino had assured me that they really needed it, because when I clarified it in the live chat, they said that this was being clarified for now and that I would receive an answer, which I never received.

This is just annoying...

Nein es gibt keine Möglichkeit dazu, ich war da mit Jeton schon mehrfach im Livechat, bezüglich der Kontoauszugssache. Dies ist nur über MiFinity möglich.

Deswegen ist es mir so wichtig, dass vorerst geklärt wird, warum der Juli angefordert wird, wenn ich erst im August eingezahlt habe. Denn richtig sauer würde ich werden, wenn ich dem Casino nun einen Auszug vom Juli schicke, der mit extrem viel Aufwand verbunden ist und es dann aber im Nachhinein heißt, wir brauchen doch den August.

Ich verstehe denn Sinn hinter all dem einfach nicht. Würde mich nicht überraschen, wenn sie am Ende noch meinen Lebenslauf anfordern, oder meinen Familienstammbaum einsehen wollen.

Was soll daran beweisen, dass ich, ich bin, nachdem ich soviel Unterlagen schon ans Casino geschickt habe?

Ich bereite den Juli gerne vor, benötige aber dafür etwas Zeit. Ich wäre einfach dankbar gewesen, das Casino hätte mir versichert, dass sie denn wirklich brauchen, denn in der Abklärung im Livechat hieß es noch, dass dies vorerst abgeklärt wird und ich eine Antwort erhalte, die jedoch nie bei mir angekommen ist.

Sowas ärgert einfach..

I understand your frustration. However, as I stated in my previous replies, the casino likely has a reason for requesting the July transaction history. I suggest sending them the requested documents and waiting for further steps.

The casino received my July statement several days ago, but rejected it again. What else can I say?

Das Casino hat den Juliauszug schon vor mehreren Tagen von mir erhalten, aber wieder abgelehnt. Was ich soll ich dazu noch sagen..

First they wanted an extract from July. I sent that. Then they rejected it again and wanted July and August. I sent those too. But they rejected those again.

Zuerst wollten sie einen Auszug vom Juli. Den habe ich zugesendet. Dann haben sie es wieder abgelehnt und wollten den Juli und August. Die habe ich dann auch zugesendet. Aber die haben sie auch wieder abgelehnt.

Please forward me the statements you sent to the casino for verification. My email address is veronika.f@casino.guru. Has the casino explained why the statements were rejected? Did you upload the documents in the correct format? Did they contain your personal information?

I have now submitted the requested documents to the casino. I just highly doubt that you will finally be satisfied with them.

Ich habe dem Casino nun die angeforderten Dokumente eingereicht. ich bezweifle nur stark, dass Sie sich damit nun endlich zufrieden stellen werden.

Dear Casino Guru Team

As I feared, the casino did not accept the documents. See the two screenshots, one showing what the casino requested and the other showing what I uploaded for them.

The casino is now again requesting a transaction history from July to August (see screenshot)

You have already received screenshots from me several times with all transactions open, since it is not possible to request this transaction history as a PDF extract from the old Jeton Wallet.

So the casino is asking me for documents that I cannot provide, and I can't do magic either.

I would really welcome it if things would finally move forward.

Thank you in advance.

Sehr geehrtes Casino Guru Team

Wie ich befürchtet habe, hat das Casino die Dokumente nicht akzeptiert. Siehe die beiden Screenshots, die einmal zeigen, was das Casino angefordert hatte und zum anderen zeigt, was ich für sie hochgeladen habe.

Das Casino fordert nun erneut eine Transaktionshistorie von Juli bis August (Siehe Screenshot)

Sie haben von mir bereits mehrfach in Screenshots mit allen Transaktionen offen erhalten, da es nicht möglich ist diese Transaktionshistorie beim alten Jeton Wallet als PDF Auszug anzufordern.

Das Casino fordert also von mir Dokumente, die ich ihnen nicht bereitstellen kann und zaubern kann ich nun mal auch nicht.

Ich würde es nun wirklich begrüßen, wenn es endlich mal vorwärts gehen würde.

Vielen Dank im Voraus.



Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 Ninosch,  

It's Michal again. I have assumed responsibility for this complaint and will be managing it moving forward. After reviewing this case, it appears that you are facing a situation similar to what you experienced with Wazamba Casino. Given that this seems to be a recurring issue, I had hoped you would have already gathered all the necessary documents for the KYC and AML processes to help reduce any delays. I strongly recommend obtaining the statement from your "old" Jeton account, as I suggested in the Wazamba case. This will be the essential document to move forward even with this case. I highly encourage you to obtain it as soon as possible and share it with the casino team.

In line with our usual protocol, I will reach out to the casino to explore how I can provide further assistance.

We would like to invite Revolution Casino to join the conversation.

Dear Revolution Casino,

Is the player's Jeton account statement the only document that is required in moving on with this complaint, or are there still any other documents required?

I can't get a document that no one can give me. I can't do magic!

Ich kann kein Dokument besorgen, dass mir niemand geben kann. Ich kann nicht zaubern!

Dear all,

Thank you for your patience.

We would like to confirm that the Jeton transaction history is the only document that we need at the moment.

We would kindly ask the customer to go to his verification tab in his account menu and upload in PDF Jeton transaction history for July and August showing all transactions received/sent, including names/dates/amounts.

We hope this clarifies the matter.

Best regards,

Revolution Casino Team

Dear Ninosch,

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.

I can't upload a PDF file because the chip doesn't allow it.

You have already received screenshots of the transactions from me. If you do not accept these, there is nothing more I can do.

Jeton Wallet does not offer account statements.

Ich kann keine PDF Datei hochladen, weil das Jeton nicht zulässt.

Screenshots der Transaktionen haben Sie bereits von mir erhalten. Wenn Sie diese nicht akzeptieren, kann ich nichts weiter tun.

Jeton Wallet bietet keine Kontoauszüge an.

Dear Ninosch,

Are the requested transactions from your old Jeton Wallet? If so, please share the email you have received from Jeton Team that your old wallet does not provide an option to download a statement in PDF. I trust the casino team will understand the situation and the screenshots from your Jeton wallet will be accepted.

I have already been in live chat with Jeton regarding this and have also requested confirmation via email, which confirms that this is not possible with the old wallet.

Here are the screenshots of the chat and the email.

Ich war diesbezüglich schon im Livechat mit Jeton und habe auch nochmal eine Bestätigung per Email angefordert, die bezeugt dass dies mit der alten Wallet nicht möglich ist.

Hier die Screenshots des Chats und der Email.

Dear Revolution Casino Team,  

I would like to bring to your attention the recent communication from the Jeton team, which indicates that the player's wallet does not provide an option to download a wallet statement in PDF format. We have encountered a similar scenario with the player at another casino, where screenshots from the player's Jeton wallet were deemed acceptable. I hope you can appreciate the circumstances and consider accepting the screenshots in this instance as well. Could you please confirm the email address to which the player should send the Jeton wallet screenshots?

Dear all,

We would kindly ask the customer to send us an email with screenshots of his Jeton transaction history for July and August showing all transactions received/sent, including names/dates/amounts , to support@revolutioncasino.com .

Kindly reminder that the customer need to ‘’expand’' each transaction so that we can see the payment details.

Best Regards

Revolution Casino Team

I'm sorry, what the casino is asking for is too much and impossible for me to implement.

Just taking so many screenshots and then opening all the transactions. You lose track of everything.

Tut mir leid, was das Casino fordert ist zuviel und Unmöglich für mich umzusetzen.

Schon alleine soviele Screenshots zu machen und dann noch die Transaktionen alle zu öffnen. Da verliert man ja selber den Überblick.

Dear Ninosch,

I understand that this situation may be frustrating for you, and I truly empathize with any inconvenience it may cause. However, the casino team has the right to ask for this information from you. Unfortunately, we cannot proceed with your case without it.

Once you have the screenshots, please send them to the casino team at support@revolutioncasino.com and add my email michal.k@casino.guru in the "Cc". Thank you in advance.

I have just emailed you the Jeton screenshots from July and August.

Ich habe Ihnen soeben die Jeton Screenshots von Juli und August per Email zukommen lassen.

Dear Ninosch,

Kindly be informed that we are still waiting for the screenshots; we had checked our inbox and there is no new emails from you.

Please clarify if you are sending the screenshots from another email and not the one you had registered with.

Best Regards,

Revolution Casino Team

My goodness, really?

I have now sent you the screenshots again with the other email.

Meine Güte, jetzt aber wirklich?

Ich habe Ihnen die Screenshots nun nochmals mit der anderen Email zugeschickt.

Have you received the documents now? I would be grateful for confirmation.

Kind regards

Haben Sie die Dokumente nun erhalten? Ich wäre dankbar für eine Bestätigung.

Freundliche Grüße

Dear Ninosch,

We are happy to inform you that your account is now verified.

Best Regards

Revolution Casino Team

It's no use to me if I can no longer log into my account.

Bringt mir nur nichts, wenn ich mich nicht mehr auf meinen Account einloggen kann..

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.

Dear all,

Thank you for your patience.

Kindly be informed that customer account is verified and open to withdrawal and play we would kindly ask the customer to double check his credentials when he tries to login.

Best Regards,

Revolution Casino Team

Dear Ninosch,

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.

I haven't received a payout from the casino yet..

Ich habe noch keine Auszahlung vom Casino herhalten..

Dear all,

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action and your request is being checked with priority so we can process your pending withdrawals as soon as possible.

Best Regards

Revolution Casino Team

Dear Ninosch,

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.

What should I answer? I'm confused. I wasn't asked a new question, was I?

Kind regards

Auf was soll ich den antworten? Ich bin grade verwirrt. Mir wurde doch keine neue Frage gestellt oder?

Freundliche Grüße

Dear Ninosch,

Have you received any payment from Revolution Casino yet?

No. On the contrary, my withdrawals were canceled by the casino yesterday.

Nein. Im Gegenteil, meine Auszahlungen wurden gestern vom Casino abgebrochen..

Dear Ninosch,

Thank you for the response.

Dear Revolution Casino Team,

I would appreciate your clarification regarding the recent issue with the player's withdrawal not being processed once more. I was led to believe that all discrepancies had been addressed, the player's account had been verified, and that the winnings would be disbursed to the player as per standard procedure. Could you please explain why this has not occurred?

Dear all,

Thank you for your patience.

Kindly be informed that customer withdrawals has been canceled due to tech issue on our side, apologies for the inconvenience caused, we would kindly ask the customer to resubmit the withdrawals requests one more time.

Best Regards

Revolution Casino Team

Revolution paid out €500 for the first time today.

Since I've had to wait so long for my money, wouldn't it be possible to lift the withdrawal limit? I think that would only be fair. Currently, I can only request €500 per day.

Revolution hat heute das erste Mal 500€ ausgezahlt.

Wäre es nicht möglich, weil ich nun schon solange auf mein Geld warten musste, die Auszahlungsbegrenzung bei mir aufzuheben? Ich fände das nur fair. Aktuell kann ich jeden Tag nur 500€ beantragen.

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.

The payouts are still running regularly^^

Die Auszahlungen laufen nach wie vor regelmäßig^^

Dear all

Thank you for your patience.

Kindly be informed that customer withdrawals are in processing with relevant department and they should be with him as soon as possible.

Best Regards

Revolution Casino

Thank you all for the responses.

I have my fingers crossed that all the remaining winnings will be disbursed to the player shortly.

Please let me know once you receive them, Ninosh.

Dear Ninosch,

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.

The casino paid out the rest of the winnings today. This complaint can therefore be closed.

Thank you very much for your help🥹🌼

Das Casino hat heute den Rest des Gewinnes ausbezahlt. Somit kann diese Beschwerde geschlossen werden.

Vielen lieben Dank für Ihre Mithilfe🥹🌼

Dear Ninosch,

Thank you for your confirmation. I'm glad you finally received all the winnings. It's heartening to know that our involvement played an important role in resolving the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru