The player from Germany had requested account closure on 08.04.25, but her account remained active, resulting in a loss of €140 due to continued deposits. She had refused to acknowledge any statements about the casino's obligations and sought assistance in obtaining reimbursement for her losses. The Complaints Team had extended the response time for further communication; however, due to the lack of response from the player, the complaint was rejected.
Revolution Casino - Player's account remains open despite closure request.
Revolution Casino
Safety Index:Above averageSafety Index
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7.8
Revolution Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for player to reply
5d 22h 15m 57s
Case summary
yesterday
Public
Novice
Public
2 months ago
Translation
Dear Ladies and Gentlemen,
I asked on 08.04.25 via email to , as I was instructed to do in the chat, to close my account.
To this day, my account hasn't been closed. In the meantime, someone messaged me in the chat that I should use a different recipient email address and then write a text in which I acknowledge that the casino has no obligations to me. Of course, I refrained from doing that. In the meantime, I've lost €140 through several deposits because the casino hasn't closed my account. I'm asking you to help me here and request that the casino reimburse me for the damages. If you wish, I can send you the relevant documentation.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Hopeless,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Novice
Public
2 months ago
Translation
Gambling addiction was the reason! I've sent you the email!
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you for the email. Could you please specify if you received any response from the casino to the account closure request you sent on April 8?
Have you contacted the casino customer support since then? If so, how did you contact them (via email or chat)? If you have any more communication you could share with us, please forward it to me at [email protected].
Public
Complaint Specialist
Public
1 month ago
Dear Hopeless,
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.
Public
Complaint Specialist
Public
1 month ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Public
Complaint Specialist
Public
2 weeks ago
We’ve reopened this complaint at the request of Hopeless. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
The player sent us the following email:
I didn't receive a response until April 17, 2025. I was supposed to reply to the email then. But I already submitted the closure request on April 8, 2025.
Please forward me all the communication between you and the casino regarding your account closure request at [email protected]. Thank you for your cooperation.
Public
Novice
Public
2 weeks ago
Translation
You don't need any further information from me, do you?
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Please forward me the response you received from the casino on April 17.
Additionally, kindly specify the dates and amounts of the deposits you made into this casino between April 8 and April 17.
My email address is [email protected].
Public
Novice
Public
5 days ago
Translation
Hi Veronica,
I have just sent you the requested email. A transaction list is not available on the casino's website. I asked the casino to send me the transaction list via chat on June 25, 2025. To date, I have not received anything.
Automatic translation:
Public
Complaint Specialist
Public
yesterday
Thank you for your email.
After the casino contacted you on 17 April, did you reply to that message confirming that you wanted to go ahead with closing your account?
I appreciate your clarification.
Hopeless has 5d 22h 15m 57s to reply
