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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 (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 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 michal.k@casino.guru.

Dear Michal,

We have emailed you as per your request.

Kind regards,

Revolution Casino Team

Dear Revolution Casino Team,

Thank you for your email. I have responded back with some additional remarks. I'm awaiting your response.

Dear Michal,

Thank you for your reply to our email. We have already responded.

We are currently processing your request for evidence internally.

We are grateful for your understanding.

Best regards,

Revolution Casino Team

Dear Revolution Casino Team,

Thank you for your email. I'm awaiting your additional email with the information and evidence I've requested.

Dear muckael,

I have reached out to you via email as well and am awaiting your response.

Dear Michael, I have sent you an email regarding your inquiry.

Dear muckael,

Thank you for your email. I have responded back with some further questions.

Replied.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear muckael,

You can receive your funds after your account gets verified.

We have emailed you what is required for the verification.

As soon as we have everything, you will then receive your funds.

Best regards,

Revolution Casino Team

Hello, responded.

Dear muckael,

We have emailed you regarding the requested documents.

There are a few clarifications in the email.

As soon as we have the correct documents, we will initiate the transfer of the funds.

Best regards,

Revolution Casino Team

Hello muckael,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear All,

Thank you for your patience during my absence.

Dear muckael,

As per the response from the Revolution Casino Team, they will commence the transfer of funds once you submit the most recent requested documents.

I remain hopeful that we can reach a positive resolution of this case soon.

I have submitted the requested documents.

Dear muckael,

Thank you for your prompt response.

Dear Revolution Casino Team,

We look forward to your assessment of the submitted documents and your confirmation regarding the timing of the payment disbursement from your end.

Dear All,

We have received the documents, and they were forwarded to the relevant department for verification.

As soon as we have an update, we will let you know.

Best regards,

RevolutionCasino Team

Dear Revolution Casino Team,

We look forward to the evaluation of the submitted documents by the appropriate department, as well as your confirmation concerning the timeline for the payment disbursement from your side.

Dear All,

Thank you for your patience.

The player's account has been reopened, and they can proceed with withdrawing their funds.

Please let us know if you have any further questions.

Best regards,

Revolution Casino team

Dear Revolution Casino Team,

Thank you for the positive news.

Dear muckael,

As per the casino team's response, your account has been reactivated, and you are now able to withdraw the funds. Kindly inform me once you have received them.

Hello, I'm getting the same error again that I have had two months ago.

Dear Revolution Casino Team,

Could you kindly clarify why the player continues to face the same problem with the withdrawal? I was led to believe that there would no longer be any issues. Please fix this at your earliest convenience.

Dear muckael,

We have just initiated a manual withdrawal to your account, which will be processed in a timely manner.

After 24 hours, please try to request the rest of your funds.

If you experience any problems, let us know, and we will again initiate the withdrawal for you.

Best regards,

Revolution Casino Team

Dear Revolution Casino Team,

Thank you for your swift response in processing a manual withdrawal. I recognize that this is not the usual procedure and is indeed an exception; however, I am curious as to why the manual withdrawal was not executed for the full amount?

500 EUR has been deducted from my account, but to which account were they sent?

Also, how do I withdraw the remaining account? The amount has been fully wagered.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear muckael,

The manual withdrawal was requested to the account you used for depositing.

As it seems, there is some issue with finalizing the payment.

We have sent you an email requesting you to verify your bank credentials. Please forward all the information there.

Once you do, we will initiate the second withdrawal manually as well, in order to avoid any more delays.

Thank you in advance.

Best regards,

Revolution Casino team

Dear All,

The player's withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in their account, however, this is subject to the bank's standards.

Moreover, we have initiated a second withdrawal with the remaining funds, which will be completed in a timely manner.

If you have additional questions, please let us know.

Best regards,

Revolution Casino Team

Dear All,

All withdrawals have been completed, and the money has been sent from our side.

Currently, there are no pending withdrawals nor active balance in player's account.

Best regards,

Revolution Casino Team

Dear Revolution Casino Team,

Thank you for the positive news.

Dear muckael,

Please confirm receipt of the funds.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear muckael,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru