Casino Royal Club - Player’s winnings haven’t been received yet.

I requested a payout on 2/20/2022 and haven’t received anything back from them . I send in all the documents myself didn’t even know if they received it or not or they need more documents. At least send me an email with updates . Just no nothing from them . This is not the way anyone should run a business.

Dear truongly79,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear truongly79,

Have you received your withdrawal from the casino yet?

No I haven’t received anything. It’s not about when I’m getting my money it’s about communication, updates that’s what I’m trying to say . Ever since I submitted my documents I have no replies from anyone letting me know if my documents were good or not if they needed more . At least someone can email me and give me a heads up . Like your docs are good and etc. etc . But nothing no nothing.

No no payment yet. I don’t even know if my documents are good enough.

Still no one contacted me about anything. It’s been pending all this time . I’ll bet anything if I send a message or an email about a reversal someone will answer right away.

I’m sure it’s been more then 2 weeks since I submitted my request ever since that day I haven’t had any contact from anyone from the casino nothing no emails no phone calls .

Thank you for your reply, truongly79. Have you made any successful withdrawals before? Could you please advise which documents you provided and when exactly you sent the last one?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Im first time withdrawing. I haven’t talk to anyone from that payout department only to the one that takes ur money at cashier. I send in my drivers license my bank atm card my bank statement and las deposit was in bitcoin

I talk to someone over there and he even talk to his manager and told me everything checks out all I have to do is wait same answers all the time. I never got to talk to anyone in the payout department

Thank you very much, truongly79, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi truongly79,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Casino Royal Club, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us if you have already received the documents the player has sent to you? Do you need anything else to process the withdrawal?

I'm looking forward to hearing from you.

Kind regards,

Natalia

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.

Hi truongly79,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia