Revolution Casino - El jugador experimenta problemas con los depósitos en el Casino.

I made a deposit of 10€ to this particular casino because it was my first time there. They credited my casino account with 10€ but my bank charged me 20€. I immediately sent them an email about this, but never received a reply, so I used the chat function instead. Their response was that a mistake had been made and the system hadn't processed it correctly. They promised to refund the difference within 3 working days. I waited but after 7 days, I contacted my bank, who told me it was an issue with the casino, not them. I tried reaching out to the casino again through the chat, they tell me to be patient and send them the screenshot of my bank statement as proof via email. I did that but still received no reply. I wrote again in the chat and they repeated the same. Then, I sent them another email asking about the status of my case and that I am going to reach out to a higher authority. Up until today, there has been no response. It's not about just the 10€, but rather this mockery over such a small amount. What would have happened if it were a larger sum?

Έκανα κατάθεση στο συγκεκριμένο καζίνο 10€ επειδή ήταν πρώτη φορά περαστηκαν 10 στον λογαριασμό του καζίνο και χρεώθηκα στην τράπεζα 20€ τους στέλνω αμέσως μήνυμα στο μειλ απάντηση δεν πήρα ποτέ οπξτε έγραψα τσατ η απάντηση ήταν ότι έγινε λάθος και το σύστημα δεν το πέρασε όποτε θα επιστραφούν σε 3 εργάσιμες μέρες περίμενα πέρασαν 7 μέρες όποτε μίλησα με την τράπεζα που μου είπαν ότι είναι θέμα του καζίνο ξανά στέλνω τσατ μου λένε θα το στείλουν στο αρμόδιο τμήμα να κάνω υπομονή και να στείλω σκριν τις αποδείξεις στο μειλ τους τα στέλνω ξανά και απάντηση καμία ξανά γράφω τσατ μου λένε τα ίδια ξανά στέλνω μέιλ τους ρωτάω τι έγινε με την υπόθεση μου κ ότι θα απευθυνθώ σε εσάς απάντηση καμία έως και σήμερα . Δεν είναι το ζήτημα τα 10€ αλλά η κοροϊδία για 10€ αν ήταν περισσότερα χρήματα τι θα γινόταν ;

Dear Xhejni87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Sometimes transactions are charged twice when some error occurs and they are usually returned to the bank account automatically. This process usually takes around 30 days.

Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it too.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Xhejni87,

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.

They still haven't given me any answer as to what is going on with my issue not by email or anywhere but not even a refund has been made to my money I will try to contact again although the answer will be the same and I will send you the conversation

Ακόμα δεν μου έχουν δώσει κάποια απάντηση για το τι γίνετε με το ζήτημα μου ούτε σε μέιλ ούτε πουθενά αλλά ούτε και επιστροφή έχει γίνει στα χρήματα μου θα προσπαθήσω να ξανά επικοινωνήσω αν και η απάντηση θα ναι ίδια και θα σας στείλω την συνομιλία

I managed to enter the chat and in the end they kicked me out as you can see and would not let me connect to the chat again under any circumstances your conclusions and all this for 10€ shame imagine for more money what would happen exactly a month has passed

Κατάφερα να μπω στο τσατ και στο τέλος με πέταξαν όπως βλέπετε και δεν με άφηνε σε καμία περίπτωση να ξανά συνδεθώ στο τσατ τα συμπεράσματα δικά σας και όλα αυτά για 10€ ντροπή φανταστείτε για περισσότερα χρήματα τι θα γινόταν ένας μήνας ακριβώς πέρασε

Thank you for your reply, Xhejni87. Could you please forward all the relevant communication between you and the bank to kristina.s@casino.guru? 

This is not possible because the communication with the bank is via phone, there is no chat so I can talk to them

Αυτί δεν γίνετε διότι με την τράπεζα η επικοινωνία είναι μέσω τηλεφώνου δεν έχει τσατ ώστε να μιλήσω μαζί τους

Thank you very much, Xhejni87, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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 Xhejni87,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Revolution Casino representative to join this conversation and participate in resolving this complaint.

Dear Revolution Casino,

Could you comment on this and state why the player's deposit was charged twice?

Thank you in advance for providing the information.

Thank you very much for the help

Σας ευχαριστώ πολύ για την βοήθεια

Dear Customer,

Thank you for reaching out to us.

After reviewing your deposit inquiry and checking the transaction history you provided, we would like to inform you that only one deposit, amounting to 10 EUR, was successfully credited to your account in our casino.

Additionally, we want to bring to your attention that the additional details you shared about another 10 EUR deposit is associated with a different merchant and are not related to any deposits with us.

Thank you for your understanding in this matter.

Best Regards,

Customer Service

Good evening, first let me remind you that we have

also chat and you never denied that there was no mistake and you didn't charge me twice. I have sent you loads of emails and you never responded. Let me also remind you that a deposit was indeed made to your account in my bank, but it was debited twice. You told me that there was a mistake and the amount will be refunded whenever it was not done anywhere in another provider. I don't think the name should open in another casino. So to see what is open in another casino? You are liars for €10

the transaction description shows the code whenever it is neither the same nor anything else also the name of the casino belongs only to you

Καλησπέρα καταρχάς να σας υπενθυμίσω ότι εχοτμε

μιλησει και στο τσατ και δεν αρνηθήκατε ποτέ ότι δεν έγινε λάθος και δεν με χρεώσατε δυο φορές . Σας έχω στείλει ποσά μειλ και δεν απαντήσατε ποτέ . Να σας θυμίσω επίσης ότι όντως στον λογαριασμό σας έγινε μια κατάθεση στην τράπεζα μου όμως έγινε χρέωση δυο φορές . Μου είπατε ότι έγινε λάθος και θα επιστραφεί το πόσο όποτε δεν έγινε πουθενά σε άλλο πάροχο . Δε νομίζω η ονομασία να ανοίκει σε άλλο καζίνο . Για δείτε λοιπόν αυτά που ανοίκουν σε άλλο καζίνο ; Είστε ψεύτες για 10€

η περιγραφή συναλλαγής δείχνει κ τον κωδικό όποτε δεν είναι ούτε ίδιο ούτε κάτι άλλο επίσης η ονομασία του καζίνο ανήκει μόνο σε εσάς

Dear Revolution Casino,

Could you comment on this?

I'll be awaiting your reply.

Dear Customer,

Thank you for providing the transaction screenshots.

In order to investigate your missing deposits, we kindly request you to provide us with your bank statement from 15.01-31.01 to our email at support@revolutioncasino.com.

Thank you for understanding!

Best Regards,

Customer Service

Good evening, I have sent you everything

in your email and if you look you will see that I have sent you 7 times a message in your email and you never bothered to answer me anyway I will send you the analysis again and I will also send it to the guru so they are aware

Καλησπέρα σας τα έχω στείλει ολα

στο μειλ σας και εάν δείτε θα δείτε ότι σας έχω στείλει 7 φορές μήνυμα στο μειλ σας και δεν μπήκατε στον κόπο να μου απαντησετε ποτέ όπως και να έχει θα σας τα ξανά στείλω την ανάλυση και θα το στείλω και στο guru για να είναι ενήμεροι

Dear Revolution Casino,

Could you keep us updated regarding the matter and let us know once you review the bank statement?

I am looking forward to your response.

Send me your email sir stefan so I can send you the analysis too don't upload them publicly

Στείλτε μου το ιμειλ σας κύριε stefan να σας στείλω και εσάς την ανάλυση μην τα ανεβάσω δημόσια

Dear Customer,

Thank you for providing the transaction screenshots. Kindly provide us the bank statement in PDF, not in screenshots as we need to send it to the relevant department for investigation of the missing deposit.

We sincerely appreciate your cooperation.

Best Regards,

Customer Service

I will send it to you

Θα σας το στείλω

Hello Xhejni87,

Please follow the casino's instructions. You can also send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the documents.

I have emailed you my deposits requested by revolution casino and as you will see it clearly shows that €20 was credited instead of €10 while the casino insists that it was not

Σας έχω στείλει στο μειλ τις καταθέσεις μου που ζήτησε η revolution casino και όπως θα δείτε φαίνεται ξεκάθαρα ότι πιστώθηκαν 20€ αντί για 10€ ενώ το καζίνο επιμένει ότι δεν έγινε

Dear Revolution Casino,

Could you comment on this?

I'll be awaiting your reply.

Dear Stefan,

Thank you for contacting us.

We received the bank statement from the customer and unfortunately we could not detect the transaction in the statement that the customer is claiming.

We sent you our findings via email. Looking forward to hearing from you.

Best Regards,

Customer Service

I have also sent them to Mr. Stefanos and it clearly shows that what I am asking is true

επίσης τα χω στείλει και εγώ στον κύριο Στέφανο και δείχνει ξεκάθαρα ότι αυτό ζητάω ισχύει

Revolution casino you have this too and you definitely saw it. It's your casino and the payment but shame you avoid for 10€ I give it to you but rest assured that now you look everything for your unreliability in the casino

Revolution casino αυτό το έχετε και εσείς και σίγουρα το είδατε . Είναι το καζίνο σας και η πληρωμή αλλά ντροπή που αποφεύγετε για 10€ σας τα χαρίζω αλλά να είστε σίγουρος ότι πλέον φαίνεστε παντου για την αναξιοπιστία σας στο καζίνο

Dear Revolution Casino,

Thank you for your response and the information provided.

Could you provide us with the full bank statement?

I'll be awaiting your reply.

Dear Stefan,

We sent you the bank statement via email as requested. Looking forward to hearing from you.

Best Regards,

Customer Service

Dear Revolution Casino,

Could you provide us with the pdf file instead of the Excel file?

I'll be awaiting your reply.

Dear Stefan,

We sent you the bank statement file as received. We kindly advise you to contact the customer for the PDF file of their statement.

Thank you for understanding!

Best Regards,

Customer Service

Dear Stefan, you know that I have sent you to your personal email the pdf of the bank that revolution casino is asking you whenever I think from my side I am covered with you thank you

Αγαπητέ Stefan γνωρίζετε ότι σας έχω στείλει στο προσωπικό σας μειλ το pdf της τράπεζας που σας ζητάει η revolution casino όποτε θεωρώ από την πλευρά μου είμαι καλυμμένη μαζί σας ευχαριστώ

Hello Xhejni87,

I haven't received an email from you. Could you send me the bank statement one more time? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

Good evening I sent you again

Καλησπέρα σας έστειλα ξανά

As you will see I have sent you days now however I have sent you again can you confirm if the email address is correct

Όπως θα δείτε σας έχω στείλει μέρες τώρα όπως και να έχει σας έστειλα ξανά μπορείτε να μου επιβεβαιώσετε αν είναι σωστή η διεύθυνση Ιμειλ

Please check your mail again because as you will see I have sent you twice

Ελέγξτε παρακαλώ πολύ ξανά την αλληλογραφία σας διότι όπως θα δείτε σας έχω στείλει δυο φορές

Hello Xhejni87,

I have received your email. Could you provide me with an original PDF file? A screenshot from the app won't be sufficient I am afraid.

Thank you very much in advance for providing the information.

I have sent you the original regardless of the screenshot but I will resend it to you of course

Σας έχω στείλει το πρωτότυπο ανεξάρτητα από το στιγμιότυπο αλλά θα σας το ξανά στείλω φυσικά

I just sent it to you

Μόλις σας το έστειλα

Hello Xhejni87,

I cannot open the pdf file as it is damaged. Could you download the document one more time and send it to me?

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

Dear Xhejni87,

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.

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.