Ich habe 1601€ im casino gewonnen und direkt versucht mit der auszahlung zu beginnen. Man kann ja jeweils nur in 500€ schritten auszahlen. Als ich den status überprüfen wollte konnte ich mich nicht mehr anmelden. Nun erz?hlte der kundenservice mitarbeiter mir das sei von der zust?ndigen abteilung eingeleitet worden und kann nicht rückg?ngig gemacht werden?

Dear 6pzjbzx8cx0,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Revolution Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• When did you initiate the withdrawal process, and since when has your account been blocked?

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

Best regards,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia,

Thank you for getting back to me.

I won a total of €1,601 in the casino and immediately started the withdrawal process. Since withdrawals are only allowed in €500 increments, I submitted withdrawal requests.

When I tried to log back into my account shortly afterward to check the status, I suddenly found that my account was no longer accessible. Customer support told me the account closure had been initiated by the "relevant department" and could not be reversed, without giving any proper reason.

Here are the answers to your questions:

Games played: I only played online slots.

Verification: I had already passed KYC verification in the past, and I had also received several smaller withdrawals without issues.

Bonus: The €1,601 in winnings were earned without an active bonus.

Withdrawal & closure timing: I requested the withdrawals immediately after winning, on the evening of June 20st.

I also sent an email requesting deactivation of my account, but I explicitly asked them to wait until the withdrawals had been completed — which I can prove by email. Despite this, they closed my account shortly afterward, and never responded to my message.

To me, it feels like my account was shut down suddenly and without cause just after a large win, even though I followed all the rules and had already been verified.

I appreciate your help in resolving this issue fairly.

Best regards,

Robin S******

Hello Natalia and CasinoGuru team,

I wanted to provide an important update on my dispute with Revolution Casino.

I recently received confirmation from the casino that one of my withdrawals was successfully processed and should be on the way. However, due to the casino’s limit of only allowing one withdrawal request at a time, I could not request the entire balance of €1,601 all at once.

After submitting the first €500 withdrawal, I sent a deactivation request but clearly stated that the account should only be closed after all withdrawals were completed. Despite this, the casino closed my account shortly afterward, without any communication or confirmation regarding the rest of my funds.

To summarize:

I won €1,601 and submitted the first €500 withdrawal.

I sent a deactivation request, explicitly asking them to wait until all withdrawals were processed.

They closed my account without notice and have only processed the first withdrawal, with no information about the remaining €1,101.

This situation is concerning because:

They accepted and processed the first withdrawal — showing no issue with my account or verification.

The remaining funds were never denied or addressed.

My instructions were ignored, and no formal reason has been given for the account closure.

I kindly ask for CasinoGuru’s help in urging the casino to release the remaining balance and provide a clear explanation of their actions.

Thank you very much for your continued support.

Best regards,

Robin S******

Dear 6pzjbzx8cx0, I have checked the terms and conditions of the casino and found the following rule:

3.7 Closure of your account: You may request the closure of your account at any time by sending an email to customer support at [email protected], subject to the following conditions:

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

It seems the casino acted as per this term. However, we remain of the opinion that the casino has to pay out all legitimate winnings before or after closing the account.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia and CasinoGuru team,

Thank you again for your assistance. I’d like to provide a detailed clarification to address the T&C clause you referenced and explain why it should not apply to my case.

?? Email Timeline and Intent

At 19:30, I sent an email requesting account deactivation and access to my account data under Article 15 GDPR.

In that same message, I did not request immediate closure and made no mention of forfeiting funds.

Later that evening, at 01:36, I sent a second email stating:

"Close after withdrawal of course"

(there was a small typo — "curs" instead of "course" — but the intent is 100% clear and understandable)

So, within 6 hours, I explicitly clarified that the account should only be closed after my withdrawals was processed.

?? Withdrawal Status

I initiated a €500 withdrawal immediately after winning a total of €1,601.

Since the casino only allows one withdrawal at a time, I was in the process of withdrawing the full amount in steps.

Shortly after these emails, my account was closed without warning — and with €1,101 still unpaid.

Despite this, the casino went ahead and paid the €500 withdrawal — which proves:

My account was in good standing

The withdrawal was valid

There were no breaches of terms or KYC issues

?? On the T&C Clause (3.7 – Closure with Balance)

I am aware of the clause that states:

"You may only close your account if it has no remaining balance or pending withdrawal. Otherwise, funds will be voided."

But this clause does not apply here, because:

I did not request immediate closure.

I explicitly instructed them to wait until the withdrawal was completed.

According to their own clause, they should not have closed my account at all while a withdrawal was pending — which is exactly what they did.

If anyone violated the clause, it was the casino, not me.

?? Summary

I acted clearly, in good faith, and provided follow-up within hours.

The casino closed my account with a balance still pending, ignoring my condition and their own policy.

They paid €500, proving the balance was valid.

I am now only requesting what is lawfully mine: the remaining €1,101.

I have already forwarded the email evidence to [email protected] as requested. Please let me know if anything else is needed.

Thank you again for your continued support in resolving this dispute.

Best regards,

Robin S*****

Thank you very much, 6pzjbzx8cx0, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Robin,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail and provide him with clear instructions on how he can withdraw the remaining balance from the account?

Thank you.

Dear all,

Thank you for reaching out!

Please be informed that we are willing to pay the remainder of the customer's balance.

We are reviewing the details internally, and will inform you, if any additional information is required.

Best regards,

RevolutionCasino team

Dear CasinoGuru and Revolution Casino,

Thank you for the response provided here in the complaint thread.

However, I would like to note that I have received no further feedback through any other communication channel — no emails, no direct messages, and no confirmation of payout.

The message in this thread remains the only response I have received so far.

I kindly ask the casino to follow up with a concrete update or payment confirmation as soon as possible.

Best regards,

Robin S******

No payment received yet. I am in urgent financial difficulty and need this processed immediately as previously acknowledged.

Dear CasinoGuru and Revolution Casino,

I can no longer access the casino’s live chat system. The site still recognizes my name at the login screen ("Welcome back"), but does not let me log in or open support chat.

This clearly shows that I have been intentionally blocked from all communication — despite being told I would receive my remaining payout of €1,101.

This is completely unacceptable and feels like an effort to avoid responsibility. I respectfully ask that CasinoGuru push for urgent resolution and full payout, as communication with the casino is now impossible.

Thank you,

Robin S******

Sehr geehrtes CasinoGuru-Team,

in den letzten zwei Tagen habe ich mehrere Updates zu meinem Fall mit Revolution Casino gepostet, jedoch bisher ohne direkte Bitte um Unterstützung von Ihrer Seite.

Leider werde ich im Livechat vom Casino weiterhin vertr?stet, und der Chat wird oft abrupt geschlossen, ohne dass eine verbindliche Auskunft oder Auszahlung erfolgt.

Da die Kommunikation seit Tagen ausbleibt, m?chte ich Sie nun h?flich bitten, sich aktiv in meinen Fall einzubringen und mich über den aktuellen Status zu informieren.

Ich bin weiterhin an einer fairen und schnellen L?sung interessiert, sehe aber, dass ohne Ihre Unterstützung die Angelegenheit ins Stocken ger?t.

Vielen Dank im Voraus für Ihre Rückmeldung und Ihre Bemühungen.

Mit freundlichen Grü?en

Robin S******

Sehr geehrtes CasinoGuru-Team,

ich m?chte Sie erneut darauf aufmerksam machen, dass das Revolution Casino bereits vor über einer Woche erkl?rt hat, den ausstehenden Betrag auszuzahlen, diesen jedoch weiterhin intern prüft. Seitdem sind mehrere gesetzte Fristen seitens des Casinos ohne jede Einhaltung verstrichen.

Trotz mehrfacher Aufforderungen bleibt die Auszahlung in H?he von 1.101 € aus, und die Kommunikation des Casinos l?sst jegliche Verbindlichkeit vermissen. Dieses Verhalten l?sst mich befürchten, dass mein Anliegen nicht ernst genommen wird.

Ich bitte Sie daher dringend, den aktuellen Stand meines Falls zu prüfen und mich über die weiteren Schritte zu informieren.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grü?en

Dear Robin,

I am sorry for the delay. However, I cannot see any relevant update from you compared to the information we had before.

Before I switch the timer to the casino, I have 2 questions for you.

If the casino keeps your funds, how do you think that your threats will help you resolve the situation?

You stated in one of your posts that you have initiated a chargeback process for the unauthorized deposits - can you please confirm you really did it, and the process has begun already?

Thank you.

Dear Branislav,

Thank you for your message and ongoing support.

I want to clarify that my actions and requests are grounded in my legal rights as a player. When the casino repeatedly misses deadlines and withholds funds without valid reason, I see it necessary to escalate the matter through all appropriate channels.

Regarding the chargeback process for the unauthorized deposits, I have not yet initiated it but am currently evaluating my options and will proceed if the situation is not resolved promptly. My intention is not to exert undue pressure but to ensure a fair and lawful resolution.

While I appreciate the updates and understand the process is ongoing, the recent developments show that the casino has yet to take the necessary steps to resolve my case. Despite multiple deadlines and assurances, there has been no concrete progress or meaningful communication from their side.

I remain committed to finding a fair resolution and appreciate your continued support in facilitating this.

Best regards

Alright, thank you for the additional information and your confirmation, Robin.

Please note that, from our experience, such offensive language/threats never helped any player to resolve a complaint to the desired or satisfactory results, rather the opposite. Therefore, let's please calm down and stay patient and positive, and wait for the casino's response and an update until we have some clear and real updates.

Thank you for your patience and understanding.

Dear Revolution Casino Team,

Can you please provide us with an update on the matter, especially the paying the remainder of the customer's balance, as you mentioned above?

Thank you. Looking forward to hearing from you.