Revolution Casino - A conta do jogador foi reaberta apesar da autoexclusão.

Hello, unfortunately I have to complain. I had myself blocked from the aforementioned casino, and this was done. However, I then started receiving advertising via email and text message. As is typical for someone with gambling problems, the trigger worked, and I was able to log back in. After the bonus was used up, I naturally deposited again, as I was caught in the cycle once more. Despite my multiple complaint emails, the account was closed again. The deposits, which shouldn't have been possible in the first place, were not refunded despite my requests. Furthermore, I never agreed to receive advertising emails, but they don't seem to care.

Hallo, leider muss ich mich hier beschweren. Ich habe mich in dem genannten Casino sperren lassen. Dies war auch geschehen. Doch dann bekam ich per Email und Sms wieder Werbung. Und wie es bei eine Person mit Spielproblemen ist, war der Trigger erfolgreich und ich konnte mich wieder einloggen und nachdem der Bonus verbraucht war, wurde natürlich wieder eingezahlt, da man wieder in der Spirale drin war. Auf meine mehrereb Beschwerde Emails hin wurde der Account abermals geschlossen. Die Einzahlungen die eigentlich nicht möglich gewesen sein könnten wurden aber trotz Aufforderung nicht erstattet. Und davon abgesehen habe ich Werbeemails nie zugestimmt, interessiert von denen aber niemanden.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the first time you requested your account to be blocked? Please forward the account closure request you sent to the casino, along with the casino’s response, to veronika.f@casino.guru.
• When exactly was your account reopened? Did you request the reopening yourself, or were you able to access your account without any action from your side?
• Has the casino informed you about a refund of your lost deposits?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

I have forwarded the email thread to you.

I closed the account last year, which took a long time. Then, without ever having given my consent, I received a bonus as advertising via email. After that, I was able to log in and play again. And after being successfully tricked into playing again, deposits were made again. Even my repeated requests to close the account were met with advertising texts and emails. They completely ignored the fact that I have a gambling problem.

Hallo Veronika,

Ich habe dir den Emailverlauf weitergeleitet.

Den Account habe ich letztes Jahr schliessen, was auch schon lange gedauert hat. Dann bekam ich ohne das ich je meine Einwilligung einen Bonus als Werbung per Email bekommen. Woraufhin ich mich wieder einloggen und spielen konnte. Und nachdem man wieder erfolgreich getriggert wurde, wurden auch wieder Einzahlungen getätigt. Und auch auf die erneuten Anfragen für die Schliessung wurde mit Werbesms und Emails geantwortet. Es wurde komplett ignoriert, dass ich ein Spielproblem habe.

Thank you for your reply and for your email. I have received your conversation from February 28, in which you asked the casino to close your account after it had been reopened.

However, I would also need your original account closure request that you sent to the casino prior to that date. Could you please forward it to me as well?

This is necessary for us to properly assess your complaint and continue with the investigation.

Thank you in advance for your cooperation.

Hello,

Unfortunately, I can no longer find this email. I must have deleted it.

An inquiry with Revolution Casino yielded no results. But which casino, especially one so highly rated by you, refuses to provide data? Only one that has something to hide. Otherwise, wouldn't they have my registration details? Why can't I know when I first registered, when I closed, and when I reopened? Instead of my data, I'm getting more unwanted advertising. So why don't they own up to their mistake, or is this a tactic to profit from players' addiction?

Hallo,

Leider finde ich diese Email nicht mehr. Habe sie anscheinend gelöscht.

Eine Anfrage bei revolutioncasino blieb ergebnislos. Aber welches casino, vorallem wenn es so hoch bei euch eingestuft wird, verweigert die Übermittlung der Daten? Eigentlich nur eins, welches was uu verbergen hat. Weil sonst müssten sie doch meine Registrierungsdaten haben? Wieso darf ich denn nicht wissen wann ich mich das erste Mal angemeldet habe und wann geschlossen und wann wieder eröffnet? Aber statt der Daten bekomme ich wieder Werbung, die ich nie wollte. Also wieso stehen nicht zu ihrem Fehler oder ist das Masche mit der Sucht der spieler Kasse zu machen?

Thank you for your reply.

I understand your frustration regarding the situation. However, in order for us to assess whether there was a breach of responsible gambling procedures, we need to verify that your original account closure request was specifically made due to gambling addiction or gambling-related concerns.

At the moment, we only have access to the communication from February 28, where you requested the account to be closed again after it had already been reopened. Based on the emails provided, the casino responded to your request promptly and your account was blocked on the same day. Because of this, we currently do not see evidence of a responsible gambling breach in relation to that request.

Unfortunately, without the original self-exclusion request, we are unable to confirm under what circumstances your account was initially closed, whether gambling addiction was explicitly mentioned, or whether the casino failed to apply permanent responsible gambling restrictions at that time.

For now, based on the available evidence, we are unable to conclude that the casino acted against responsible gambling principles or that the deposits made on February 28 should be refunded.

Hello,

Unfortunately, the application is no longer available.

What I don't understand, even if the issue of gambling addiction isn't mentioned, is what gives the casino the right to reopen the closed account? And even after I requested its release, which is my right, which they refused, they don't seem to care? The rating on your platform is so high, so why aren't you addressing this issue? Furthermore, since contacting them, I've been receiving almost daily advertising emails. Is that okay? That's coercion. I would be willing to compromise.

Hallo,

Leider ist der Antrag nicht mehr da.

Was ich aber nicht verstehe, auch wenn darin das Thema Spielsucht nicht erwähnt wäre, was gibt dem Casino das Recht den geschlossen Account wieder zu öffnen? Und auch nach dem das Casino um Herausgabe gebeten habe, was ja eigentlich auch mein Recht ist, welches verweigert wird, interessiert nicht? Die Bewertung auf eurer Plattform ist so hoch eingestuft, also wieso äussern Sie sich nicht zu dem Thema? Und davon abgesehen, bekomm ich seit meiner Kontaktaufnahme wieder fast täglich Werbeemails. Das ist ok?? Das ist Nötigung. Ich wäre ja auch zu einem Kompromiss bereit.

Hello Andi1986,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for your patience while I was away from the office.

Please note that if gambling addiction or gambling-related harm is not mentioned when requesting account closure, the casino may continue sending promotional emails, as the player is not considered a vulnerable customer from a responsible gaming perspective. In such cases, promotional communication is generally treated as a standard marketing activity.

However, if you clearly informed the casino about your gambling problem and requested a self-exclusion, your account should remain closed for the agreed self-exclusion period, and you should no longer receive promotional materials encouraging you to gamble.

• Could you, therefore, please specify whether your account has been reopened at any point since 28 February?
• Have you received any promotional emails, bonus offers, or other marketing communications from Revolution Casino since then? If so, kindly forward them to me at veronika.f@casino.guru.

Thank you for your cooperation.

Dear Andi1986,

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,

I tried to send the email, but unfortunately I received an error message.

Regardless, I also find it highly reprehensible that this aggressive solicitation is accepted, even though I have never agreed to it. To me, this is deliberate.

And then the process starts all over again and I will be reactivated.

Hallo,

Ich habe versucht die Email zu senden, leider bekomme ich eine Fehlermeldung.

Ungeachtet dessen finde ich das auch sehr verwerflich das dieses aggressive Werben akzeptiert wird, wenngleich ich diesem nie zugestimmt habe. Das ist für mich Vorsatz.

Und dann fängt der Prozess von vorne an und ich werde wieder freigeschalten

Could you please specify the error you encountered when you tried to send me an email? Please send me a screenshot of the error message you received.

Alternatively, you may upload screenshots of the promotional emails you received from the casino after your account was self-excluded directly here to the complaint thread. Please make sure that the date, as well as the sender's and recipient's email addresses, are fully visible.