Revolution Casino - 플레이어의 탈퇴가 지연됩니다.

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.

No dia 23/04 eu realizei um levantamento e até a data de hoje, 07/05 não recebi em minha conta de fundos. Em contato com o chat ao vivo me pediram paciência, mas até hoje nenhuma notícia por parte deles.

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.

Não usei bônus, não pediram para verificar a conta, não falam nada e só pedem paciência quando entro em contato. Respondi essas questões no momento em que abri a reclamação.

Enviei tbm uma captura sobre o status de levantamento. Não tenho outras informações pois o cassino não fornece. Só quero receber meus ganhos, e não tenho tanta paciência.

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.

Obrigado até aqui 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.

Olá Jakub. Gostaria de atualizar que o cassino agora está me solicitando documentos para verificar a conta. Mas ainda acho isso uma hostilidade, pois depois de 17 dias de levantamento em processamento, eles me pediram os documentos mas não aceitaram nenhum deles, apenas meu cartão de identidade.

Aqui como pode ver, eles pedem um comprovante de residência, enviei conta de celular, minha conta de eletricidade e ainda meu extrato bancário e eles recusaram.

O histórico de transações enviei o comprovante de depósito no cassino e também enviei o meu extrato bancário dos últimos 3 meses, e eles também recusaram. Não sei que histórico é esse.

E aqui como podem ver, pediram uma selfie, onde preciso abrir o site do cassino e tirar um selfie mostrando meu rosto e o site aberto, enviei 3 selfies diferentes e eles também recusaram. Se isso não for dificultando o pagamento de meus ganhos, eu não sei o que é. Eles também não enviam um e-mail explicando, nada adicional.

Se não me querem jogando no site deles ou não querem pagar meus ganhos, poderiam pelo menos me devolver o dinheiro do depósito, assim terminaria o problema, e nunca mais volto nesse site horrivel para jogar. Sei que a avaliação deles é baixa, 6,8 junto ao cassino Guru, mas sou um entusiasta dos jogos de cassino, e sempre procuro novas casas para apostar, em um modo de viver novas experiências, e essa foi de longe a pior experiência que tive em cassinos on-line. Nenhuma casa de apostas a qual sou registrado fazem tantas exigências desse jeito, em um modo de constranger o jogador ou irritar com descaso e falta de cordialidade e informação.

Se necessitar, posso enviar todos os documentos para o Cassino Guru verificar, provando que de minha parte só há boa vontade e colaboração.

Em outras casas de apostas, eles pelo menos liberam o valor de volta ao saldo do jogador, e aqui não, o dinheiro fica preso.

Pelo que entendo, eu ganho os prêmios junto ao provedor de jogos, e o site apenas paga e recebe os depósitos, onde após isso há o balanço para pagar as comissões de apostas ao cassino e ao jogador. Nesse caso, eles dificultam esperando ficar com nossos lucros, pois o provedor paga para eles. Mas nós, que pagamos as despesas do cassino, temos que ficar no prejuízo. Nada justo Revolution, vocês são um péssimo local para se apostar. Têm até um site legal, com jogos de bons provedores, mas vossa política é horrível, sem falar dos termos, que nem o próprio cassino cumpre, mas são exigentes ao extremo.

Aprendi desde criança com meus pais que "todo bom cobrador e um péssimo pagador". Eis vocês aqui para provar que isso é a mais pura verdade.

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?

O comprovante de endereço já foi enviado, uma conta de eletricidade em PDF diretamente do site da empresa de eletricidade do estado em que moro, e ainda assim vocês recusaram. Não possuo outro comprovante de endereço além dos que foram enviados. Essas informações devem estar claras nos termos e condições, dando a oportunidade do jogador ter a informação dos documentos necessários. Se isso estivesse claro no site, eu não teria colocado dinheiro para jogar, pois saberia das exigências. No entanto vocês ocultam a informação, transparecendo má fé. Depois ainda aparecem como se fossem os donos da verdade, exigindo da gente vários documentos.

Quer dizer que agora, por vocês julgarem meu comprovante de endereço eu fico sem meus ganhos e sem meu dinheiro depositado? Acham isso justo?

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.

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.

Claro que posso Jakub. Encaminharei todos os documentos enviados ao Cassino Revolution. Estes documentos são os que utilizo para todos os sites em que realizo cadastro, inclusive de sites que estão cobertos pela mesma autoridade de licenciamento deste cassino. Outros jogadores não necessitaram disso tudo para realizarem o pagamento. Além disso, pelo atraso no processamento, deveriam não exiir os meus também, já que isso não é uma regra clara devido ao baixo valor de meu levantamento. Essas confirmações são utilizadas para valores altos, acima de 500 BRL, evitando assim fraudes e lavagem de dinheiro. É um requisito de segurança, e não deve ser utilizado para atrasar pagamentos ou afins.

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!

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

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!

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

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...

Minha conta de serviço público vem em um formato diferente aos que são aceitos pelo site do cassino, sendo necessária a conversão em PDF ou JPG para carregar. Por isso, precisei converter o formato em PDF para poder carregá-lo no site. Qualquer outra que eu enviar, terei de fazer o mesmo, a não ser que o site revolution passe a aceitar o formato fornecido pelo site da companhia de eletricidade. Já a selfie, passou a ser exigido o documento na selfie depois que eu abri esta reclamação, pois antes não era necessário a identidade junto à selfie e o site aberto em outro dispositivo. Enviei o que estava pedindo, depois foi que as exigências mudaram. Vão ser enviados os documentos...

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!

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 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,

RevolutionCasino.com

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,

RevolutionCasino.com

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.

Ok. Thanks so far... I'll let you know when everything is resolved.

Ok. Obrigado até aqui... Aviso quando tudo estiver resolvido.

Dear falusantos,

Are there any updates regarding your withdrawal?

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.

Hello Kubo. The problem was solved.

I would like to thank the Casino Guru team just for the assistance provided.

Olá Kubo. O problema foi resolvido.

Agradeço a equipe do Cassino Guru apenas pela assistência prestada.

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