Revolution Casino - 플레이어는 출금 지연 및 계정 문제를 겪습니다.

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.