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On January 26th, I requested a withdrawal of 500 Euros. As of today, February 9th, 2024, none of my verification documents have been processed, and none of my emails have been answered. Whenever I ask in the chat, I'm constantly told to just wait, that the finance department will contact me. But nothing is happening at all. I feel deceived and cheated. I just want my money to be paid out, the casino has had all of the necessary documents for quite some time.

Ich habe am 26.01 eine Auszahlung von 500 Euro veranlasst, bis zum heutigen Tag 09.02.2024 wurde keinerlei Verifikations document von mir bearbeitet und auch keine Emails beantwortet, auf nach Fragen im chat bekommt man immer wieder nur zuhören man soll sich gedulden das finance Departement wird sich bei ihnen melden. Aber passieren tut überhaupt nichts ich fühle mich verarscht und komme mir betrogen vor. Möchte einfach nur mein Geld ausgezahlt bekommen alle nötigen Unterlagen liegen dem casino längst vor

Dear Nic187, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

I have sent all documents to the casino. PDF file of the payment history of the last 6 months + ID and address confirmation plus a selfie of me. I uploaded it last Saturday, February 3rd, after my payment hadn't even been processed since January 26th. I received no emails and nothing from the casino

Ich habe alle Unterlagen bzw Dokumente dem casino zukommen lassen. PDF Datei von dem Zahlungsverlauf der letzten 6 Monate + Ausweis und addressbestätigung dazu ein selfie von mir. Habe ich letzten Samstag 03.02 hochgeladen nachdem meine Zahlung seit 26.01 nicht mal ansatzweise bearbeitet wurde mir keine Emails und nichts zukam von Seiten des casinos

To date, my documents have not been processed for verification, when you ask in the chat you are always told to be patient, it can't be that they don't adhere to any requirements and yet supposedly get a license to operate an online casino

Bis heute wurden meine Dokumente zur Verifikation nicht bearbeitet, auf nachfragen im chat wird einem immer wieder gesagt man solle Geduld haben, es kann doch nicht sein das die sich keinerlei Vorgaben halten und dennoch angeblich eine Lizenz zum betreiben eines online casinos bekommen

I think I won't receive my money here anymore, now all I have to upload is a selfie photo where the casino's website should be visible, but it has been rejected for days without an explanation why. Would like my payout

Ich glaube das ich mein Geld hier nicht mehr erhalten werde, mittlerweile ist nur noch ein selfie photo wo die Website des casinos zu sehen sein sollte hochzuladen, aber es wird seit Tagen immer nur abgelehnt ohne Erklärung weshalb. Hätte gerne meine Auszahlung

When sending a selfie to the casino, please make sure you take a picture of your face in a natural light. Moreover, all the texts should be visible and easy to read.

Do I understand correctly that all of your other identity documents have been approved and verified?

Yes, all of my other documents have already been confirmed and accepted, only the selfie photo keeps being rejected without an explanation as to what is wrong

Ja alle meine anderen Dokumente sind bereits bestätigt und wurden angenommen, nur bei dem selfie photo wird immer wieder abgelehnt ohne eine Erklärung was falsch ist

Today the selfie was rejected again without any explanation why. I just feel fooled and have no idea what else to do

Heute wurde das selfie erneut abgelehnt ohne Begründung warum. Komme mir nur noch verarscht vor keine Ahnung was ich noch machen soll

Could you please forward me the selfie that keeps getting rejected? My email address is veronika.l@casino.guru. Thank you.

Thank you very much, Nic187, 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 Nic187,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear Revolution Casino,

Could you please provide information on why the player's selfie has not been accepted? I believe it would be beneficial for both parties if you could clearly specify the criteria that the selfie must meet..

The casino is not reputable, it has now confirmed all of my documents, but when I ask in the chat when I will receive my payout, they say that verification is in progress even though everything was successfully accepted. I suspect that they simply don't want to pay out and scammers are all very dubious

Das casino ist nicht seriös es hat alle Dokumente von mir jtz bestätigt aber wenn ich frage im chat wann ich meine Auszahlung bekomme, sagen sie das Verifikation in Bearbeitung ist obwohl alles erfolgreich akzeptiert wurde. Ich vermute das die einfach nicht auszahlen wollen und betrüger sind alles sehr unseriös

Dear Nic187,

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to. The casino has this mentioned in its T&Cs

I have my fingers crossed that the verification process will be finished successfully as soon as possible.

Dear Customer,

Thank you for submitting the documents.

We are glad to inform you that your account on our website is now verified.

You will be additionally informed when your withdrawal is processed from our side.

Best regards,

Customer Support

Thank you for your response, Revolution Casino Team.

Dear Nic187,

As the casino team mentioned, your account is now verified, and I have my fingers crossed that your withdrawal will be processed promptly as well. Please let me know once you receive your winnings.

Dear Customer,

Thank you for your patience.

We would like to inform you that your withdrawal request for 500 EUR was processed from our side today.

Best regards,

Customer Support

Thank you for the good news, Revolution Casino Team.

Dear Nic187,

As informed by the Revolution Casino Team, your withdrawal has been processed. Could you kindly confirm the receipt of the funds? Can we consider your complaint to be resolved?

The money has been credited to my account, thank you for your help.

Das Geld ist auf meinem Konto eingegangen, vielen Dank für Ihre Hilfe.

Great news, Nic187. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, it's important to note that casinos must adhere to rules and regulations, and occasionally, the Know Your Customer (KYC) process may take longer than usual.

Anyway, I'm glad the situation could be worked out. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

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,

Michal

Casino.Guru