Revolution Casino - Играчът изпитва проблеми с депозита в казиното.

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

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

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€

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

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.

We’ve reopened this complaint at the request of Xhejni87. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much

Σας ευχαριστώ πολύ

Hello Xhejni87,

I couldn't open the PDF file as it seems to be damaged. Could you please download the document and send it to me again? Also, kindly include the link to the complaint thread in the email for easy identification.

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

I can't figure it out for you it comes out broken anyway I will download it again and resend it to you

Δεν μπορώ να καταλάβω για σας βγαίνει κατεστραμμένο όπως και να έχει θα το ξανά κατεβάσω και θα σας το στείλω ξανά

I sent it to you again, I hope this time you can open it, I don't understand why it doesn't open, I sent it to someone else to test and it opens normally

σας το έστειλα ξανά ελπίζω αυτή την φορά να μπορέσετε να το ανοίξετε δεν καταλαβαίνω γιατί δεν το ανοίγει το έστειλα και άλλου για δοκιμή και ανοίγει κανονικά

Dear Revolution Casino,

I have reviewed the bank statement provided by the casino and I have found two transactions of 10€ from the 18th of January 2024 with the descriptor Bi****t. Could you refund the player with 10€?

I'll be awaiting your reply.

Thank you so much stefan that I was vindicated not for the €10 because they really won't save me but because from the beginning the company made fun of me and here to you he lied about €10 the whole casino made it a point to refuse €10. I'm really glad now that you all saw what happens, that is, if I had made a bigger deposit or if I dared to make a deposit again and the same thing happened, what would happen again, would we have this? Would we lose our money because the casino won't admit the truth? I was exposed as a liar in front of all of you for €10 and now I'm glad to read your message. I personally will never trust this casino again

Σας ευχαριστώ παρά πολύ stefan που δικαιώθηκα όχι για τα 10€ γιατί πραγματικά δεν θα με σώσουν αλλά γιατί εξαρχής η εταιρία με κορόιδευε και εδώ σε εσάς είπε ψέμματα για 10€ ολόκληρο καζίνο έκανε ζήτημα να αρνηθεί 10€ . Πραγματικά τώρα χαίρομαι που είδατε όλοι σας τι συμβαίνει δηλαδή αν είχα κάνει μεγαλύτερη κατάθεση η αν τόλμαγα να ξανά κάνω κατάθεση κ γινόταν το ίδιο τι θα γινόταν πάλι θα είχαμε αυτό ; Θα χάναμε τα χρήματα μας γιατί το καζίνο δεν παραδέχεται την αλήθεια ; Με έβγαλαν ψεύτρα μπροστά σε όλους σας για 10€ και τώρα χαίρομαι που διαβάζω το μήνυμα σας . Προσωπικά ποτέ ξανά δεν θα εμπιστευτώ το συγκεκριμένο καζίνο

Dear Stefan,

Please send us via email the bank statement provided by the player to review the request.

Thank you for understanding!

Best regards,

Customer Service

Dear Revolution Casino,

I have emailed you the bank statement provided by the player. Kindly review the attached document.

I'll be awaiting your reply.

your site is amazing as are you congrats on your site and the work you are doing

η σελίδα σας είναι καταπληκτική όπως και εσείς συγχαρητήρια για την σελίδα σας και την δουλειά που κάνετε

Dear Customer,

We are checking your payment with the payment provider.

We sincerely appreciate your patience during this time.Thank you for understanding!Best regards,

Customer Service

Dear Revolution Casino,

Thank you for your response and the information provided.

Please, keep us updated regarding the matter.

I'll be awaiting your reply.

Dear Customer,

We have added 10 EUR to your gaming account.

Therefore, the case has been resolved from our side.Thank you for your patience!

Best regards,

Customer Service

Hello Xhejni87,

Could you confirm if you received the 10€ to your casino account?

I'll be awaiting your reply.

Good evening no I haven't received anything from the casino yet

Καλησπέρα όχι δεν έχω λάβει κάτι από το καζίνο ακόμα

Just a minute to look again because you are talking about the casino account and I understood at the bank

Μισό λεπτό να το ξανά κοιτάξω γιατί λέτε για τον λογαριασμό του καζίνο και εγώ κατάλαβα στην τράπεζα

just checked yes the 10€ has passed in the casino thank you very much to your team for your patience and help

μόλις το τσέκαρα ναι έχουν περαστεί τα 10€ στο καζίνο σας ευχαριστώ παρά πολύ την ομάδα σας για την υπομονή και την βοήθεια

Dear Xhejni87,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan

Casino.Guru