Digital banking platform Revolut has been ordered to compensate a customer after failing to close his account despite repeated pleas for help with a gambling addiction. The UK’s Financial Ombudsman Service ruled that Revolut must pay £400 to the customer, known only as Mr. H, who contacted the company last year, explaining his gambling habit was causing severe mental health problems and suicidal thoughts
Key Highlights
- Revolut Ordered to Pay £400 – UK’s Financial Ombudsman Service ruled that Revolut must compensate customer, Mr. H, after refusing to close his account despite repeated pleas for help with gambling addiction and a mental health crisis
- Account Closure Denied – Revolut dismissed the customer’s request to permanently close his account, claiming it was pointless because he could simply reopen it immediately
- Cryptocurrency Loophole Exposed – Revolut’s gambling blocks don’t cover cryptocurrency transactions, allowing players to bypass protection measures by using crypto gambling sites
- Multiple Complaints Filed – The Ombudsman has handled several complaints against Revolut regarding gambling controls, with mixed outcomes depending on circumstances
What Happened to Mr. H
Mr. H approached Revolut seeking help to stop funding his gambling accounts through their platform. The company provided instructions on blocking gambling transactions, but these controls didn’t cover cryptocurrency gambling sites. When he asked to disable the cryptocurrency feature, Revolut said this wasn’t possible. His final request to close the account entirely was dismissed as pointless since he could reopen it.
Ombudsman Caroline Davies criticized Revolut’s response, stating the company should have taken proactive steps given Mr. H’s vulnerable state. She was ‘at a loss’ as to why Revolut couldn’t permanently close the account, even though it had the ability to do so.
Revolut has become a popular choice among online casino players worldwide thanks to its multi-currency accounts, cryptocurrency wallets, and convenient currency conversion features for both fiat and crypto transactions. These capabilities make it particularly attractive for players who use various online casino payment methods across different platforms and jurisdictions. However, this latest gambling news highlights a darker side to these features. The same cryptocurrency functionality that attracts players also creates a loophole in gambling protection measures.
On the other hand, I personally use Revolut for almost all my crypto and fiat currency gambling because it’s so convenient. I personally don’t have a gambling problem, so I’ve not needed to use any of Revolut’s gambling tools.
From my point of view, the service has only ever offered me convenient and easy-to-use crypto and bank services. Therefore, the morale to this story is that everyone is different, and you need to make sure you always check your self as well as use responsible gambling tools where possible.
Multiple Complaints Against Revolut
This isn’t an isolated incident. Last year, the Ombudsman ordered Revolut to refund £365 to another gambler who wasn’t shown how to block gambling transactions quickly enough. However, in December, the Ombudsman rejected a complaint from someone who gambled at unlicensed platforms, ruling Revolut couldn’t identify these transactions as gambling-related.
What Revolut Says
A Revolut spokesperson stated that all UK customers have access to a gambling block feature that automatically blocks card payments identified as gambling. They encourage customers concerned about gambling to activate this feature. Regarding cryptocurrency, the spokesperson noted that Revolut offers users the option to disable cryptocurrency tools if they don’t require them.
If you use Revolut for online gambling, understand that standard gambling blocks may not cover all transaction types. Cryptocurrency gambling sits outside these protections. Players concerned about their gambling should specifically request that cryptocurrency features be disabled and consider whether account closure might be necessary.
The Financial Ombudsman Service offers free complaint resolution for UK consumers who feel financial companies haven’t treated them fairly.
Casinoplusbonus Opinion
This case highlights the tension between financial innovation and consumer protection. Revolut’s position that account closures are meaningless because customers can reopen them raises valid technical points about digital banking. However, the Ombudsman’s ruling emphasizes that vulnerable customers deserve immediate intervention, not procedural obstacles. For players, this serves as a reminder that payment platform features designed for convenience can become enablers when gambling becomes problematic. The cryptocurrency loophole needs to be addressed as crypto gambling grows.
Players using Revolut should proactively understand all available protection tools and recognize that both the platform and the individual share responsibility for preventing harm.
