I am experiencing an issue with withdrawing my funds. Whenever I attempt a withdrawal, I receive an error message stating, "Unexpected Error Occurred."

I reported this issue via chat on 22 April 2025, where I was informed that my case had been escalated to the relevant department. However, I have not received any follow-up email, nor have I been provided with a timeline for resolution. I have once again reached out via chat on 30 April 2025, with no promising results.

I am requesting an immediate withdrawal of my funds totaling 947.50 EUR.

Dear muckael,

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

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What payment method did you choose for your withdrawal?
• Have you selected the same payment method as you used for depositing money into the casino?
• Could you please send me a screenshot of the error you see when you try withdrawing your winnings?
• Have you verified if your account meets all the necessary requirements for withdrawal (e.g., verification documents submitted)?
• Could you confirm if your account has any pending bonuses or promotions that may affect the withdrawal?

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,

What payment method did you choose for your withdrawal?

I have tried all payment methods, none of them worked and return the same error message.

Have you selected the same payment method as you used for depositing money into the casino?

Yes.

Could you please send me a screenshot of the error you see when you try withdrawing your winnings?

Have you verified if your account meets all the necessary requirements for withdrawal (e.g., verification documents submitted)?

As far as I am aware, all necessary requirements for withdrawal are met. If there are any requirements missing, then these would not have been communicated to me.

Could you confirm if your account has any pending bonuses or promotions that may affect the withdrawal?

There are no pending bonuses or promotions.

Hello muckael,

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

When was the last time the casino communicated with you regarding the problems with the withdrawal of your winnings?

The last time the casino communicated with me was during the chat I have initiated on 30 April 2025. I was advised that the "relevant department" would reach out to me, which never happened.

Thank you very much, muckael, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 muckael,

I'm Michal, and I have taken over your complaint. I have reviewed your 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 kindly clarify the reason behind the player's inability to withdraw their winnings? The withdrawal issues appear to have persisted for some time; why has this not yet been resolved on your end?

Dear All,

Thank you for reaching out to us.

We apologize for the delay.

We are happy to confirm that the money has been already sent from our side.

The funds usually take 3 - 5 working days to appear in the account, however, this is subject to the payment method used and the player's bank standards.

Player's account currently is closed with zero funds.

If you have any further questions, please let us know.

Best regards,

Revolution Casino Team

Thank you for the response, Revolution Casino Team.

Dear muckael,

Can you please confirm if you have received the funds?

I have not received any funds until now.

Dear muckael,

I understand that the situation has been lasting for some time, and I would also like to see that you have received the funds by now, but as the casino team mentioned, "The funds usually take 3 - 5 working days to appear in the account, however, this is subject to the payment method used and the player's bank standards."

I kindly suggest waiting a few days. I have my fingers crossed that you will receive them shortly.

Dear muckael,

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.

What shall I respond to? I am still waiting for the funds. Please confirm to which card is was wired to.

Dear muckae,

We are currently checking with the relevant department your request.

As soon as there is un update, we will let you know.

Best regards,

Revolution Casino Team

Dear Revolution Casino Team,

I had hoped this matter would be resolved by now, yet it remains outstanding despite the considerable time that has passed. This extended delay is creating a far-from-ideal experience, and I trust you recognize how unsatisfactory this situation has become.

While I appreciate your team’s efforts thus far, I must emphasize the urgency of reaching a resolution.

I look forward to your prompt response and a satisfactory conclusion to this matter.

Dear All,

We are sorry for the delay, and we are grateful for your patience.

The relevant department is investigating the player's request.

Once we have an update from them, we will let you know.

Best Regards,

Revolution Casino team

Dear Revolution Casino Team,

While I appreciate your team’s efforts thus far, the player was not able to receive their winnings for more than 2 months, which is far from the prompt and efficient resolution of any issue we expect from reputable casinos. The issue has been ongoing for several months now, and it does not originate from the player's side, so it's expected that you address it without keeping the player waiting for an indefinite period until the issue with their account is completely resolved.

I respectfully request that you manually process the player's withdrawal at your earliest convenience.

If this matter is not addressed in the forthcoming days, I will regrettably have to classify this case as unresolved, which will adversely impact your casino's safety index rating.

Dear Michal,

We appreciate your involvement in player’s request aiming to provide solution in a timely manner.

Our team is committed on resolving the request accurately and efficiently.

As soon as the investigation finalizes, we will inform both parties.

Again, we appreciate your patience.

Best regards,

Revolution Casino Team

Revolution Casino Team,

You confirmed two weeks ago that the funds had been sent. If this statement is accurate, you should be able to clearly state to which account the funds were transferred. If not, the statement is inaccurate and misleading.

So far, no plausible explanation has been provided as to why I have not been able to withdraw my funds. I expect full transparency and a clear resolution.

Dear All,

Thank you for your patience.

We have an update regarding the player's request.

Player's funds were deducted due to an attempt of a chargeback from player's bank.

Based on our T&C 6.4 it's not allowed to place chargebacks, therefore the account was closed and the money were deducted.

If you have further questions, please let us know.

Best regards,

Revolution Casino Team

Dear Revolution Casino Team,

That response is rather surprising, given that you had previously indicated in your response in the complaint thread on 13 Jun 2025 11:23 that the funds had already been sent to the player.

Kindly provide me with the evidence that supports the claimed chargeback the player was supposed to have made to [email protected].