Revolution Casino - Закрытие счета игрока задерживается.

Ladies and Gentlemen

I politely ask you for your help because I am simply at a loss 🙁

I have decided to leave the "Evolution Casino"

and then I learned that I couldn't self-exclude, and I was given an email address where I could request my account to be closed! I then emailed the casino on February 21, 2025, at 1:19 PM, to this address: and asked for the DIRECT

Requests for closure and deletion were made. All of this was unsuccessful.

I then contacted the casino again via the chat on the site and asked what was going on. They said it was being processed and someone would contact me soon ( via email ). Then they tempted me again with a bonus and gave me a "Direct Cash" bonus of €100 and €75, etc., as a loyalty bonus. This prevented any communication so I would continue playing. On April 7, 2025, at 2:22 PM, I asked again how my account closure and deletion were finally progressing. Then, on April 7, 2025, at 4:01 PM Eastern Standard Time, I received a message that read as follows:

Thank you for contacting our support team.

We would like to inform you that, according to our Terms and Conditions, any funds in your game account will be voided during the process.

If you wish to continue, please confirm your decision and consent by replying to this email.

If you have any further questions, please do not hesitate to let us know.

Best regards,

Your customer service team

I then responded directly to this email on the same day, April 7, 2025, at 6:22 p.m., and emphasized again that I am absolutely certain and agree to the closure and deletion.

Today is April 24, 2025, and my account still hasn't been closed. They're trying to lure me again with a deposit bonus and that I only need to make a small deposit to get it. I said no, I want my account closed, and that what they're doing to their customers is illegal and completely dubious, and that I'll hand this matter over to my lawyer. The chat ended immediately.

Sehr geehrte Damen und Herren,

ich bitte Sie höflichst um ihre mithilfe da ich einfach ratlos bin 🙁

Ich habe mich entschlössen das "Evolution Casino" zu verlassen

und habe dann erfahren das ich keinen Selbstausschluss machen kann und ich habe eine Mail Adresse bekommen wo ich um meine Schließung bitten kann! Ich habe dann das Casino am 21.02.2025 um 13:19 Uhr mit email angeschrieben an diese Adresse: [email protected] und habe dort um die DIREKTE

Schließung und Löschung gebeten. Dieses war alles ohne Erfolg.

Ich habe das Casino dann weiter angeschrieben über den Chat auf der Seite und gefragt was Sache ist, und Sie sagten das wird bearbeitet und es meldet sich bald jemand bei mir (per email)..Und dann haben Sie mich wieder verlockt mit Bonus und mir einen "Direkt Cash" Bonus gegeben 100€ und 75€ usw., als Loyalität Bonus. Jedes Gespräch wurde damit unterbunden damit ich weiter Spiele. Am 07.04.2025 14:22 Uhr habe ich dann erneut nachgefragt wie es endlich mit meiner Schließung und Löschung voran geht. Dann habe ich am 07.04.2025 um 16:01 OESZ eine Nachricht erhalten diese lautet wie folgt:

Vielen Dank, dass Sie unser Support-Team kontaktiert haben.

Wir möchten Sie darüber informieren, dass gemäß unseren Allgemeinen Geschäftsbedingungen jegliches Guthaben auf Ihrem Spielkonto während des Vorgangs ungültig wird.

Wenn Sie fortfahren möchten, bestätigen Sie bitte Ihre Entscheidung und Zustimmung, indem Sie auf diese E-Mail antworten.

Wenn Sie weitere Fragen haben, zögern Sie bitte nicht, uns diese mitzuteilen. 

Mit freundlichen Grüßen, 

Ihr Kundendienst-Team

Ich habe dann am selben Tag 07.04.2025 18:22 Uhr direkt auf diese email reagiert und und nochmals betont das ich mir verdammt sicher bin und mit der Schließung und Löschung einverstanden bin.

Heute ist der 24.04.2025 und mein Konto ist immer noch nicht Geschlossen und Sie versuchen mich wieder mit einzahlungs bonus zu Locken und das ich nur eine kleine Einzahlung machen soll um diese zu bekommen ich sagte nein ich will das mein Konto geschlossen wird und das es illegal und total unseriös ist was die mit ihren Kunden hier abziehen und das ich diese Sache meinen Anwalt übergeben werde. Der Chat wurde darauf hin direkt probt beendet.

Dear lordofzock,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what the disputed amount represents in your situation?
• Could you please advise when the last time the casino allowed you to deposit?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Revolution Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems. / unrelated to any gambling problems. (choose what applies)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello Thomas,

I sent several emails there saying I urgently needed a self-exclusion due to gambling addiction, and that I wanted it sent yesterday. I have this email on my laptop, but I'm just now at work and can send the details to you later. It says almost exactly what you wrote.

I made my last deposit into the casino on April 6, 2025.

So from 21.02.2025 through the lock until 06.04.2025 a total of 1.482€

And if they would just shut it down then the problem wouldn't exist at all.

It's a shame that they take advantage of it like that🙁

Hallo Thomas,

Ich habe mehrere Mails dorthin geschrieben das ich einen Selbstausschluss wegen Spielsucht wünsche und das dringend und am besten gestern. Ich habe diese Mail auf dem Laptop bin aber erst jetzt in der Firma und kann die Daten gerne später zu ihnen senden dort steht es fast so wie sie es geschrieben haben.

Die letzte Einzahlung in das Casino habe ich am 06.04.2025 gemacht.

Also vom 21.02.2025 durch das gelocke bis zum 06.04.2025 insgesamt 1.482€

Und wenn die es einfach schlissen würden dann wäre das Problem überhaubt nicht da.

Schade das die das so ausnutzen🙁

If you informed the casino about your gambling addiction, please forward these emails to me, including the responses you received from the casino.

Send the information to my email at [email protected]

Thanks in advance for your reply.

Dear lordofzock,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru