Casino Royal Club - Player’s winnings payment is delayed.

I opened an account with this casino because I saw a promotion with a bonus on Google. So, I played there and won $305. They always treat me with respect but they haven't paid me yet. I need the money because I borrowed it from my sister and she's threatening me, saying if I don't return the $25 dollars (which is R$ 130 BRL), she's going to harm me. I've been owing her since then. They still haven't paid me and I'm scared because I need the money. I can't afford to lose it. I've met all the conditions, now it's only fair that they pay me.

Dear gabrieldavi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm if your account, along with the associated payment method, has been successfully verified?
• Also, could you specify the exact bonus you activated?
• Was it a free promotional offer, or did you need to make a deposit to activate it?

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

Best regards,

Petronela

yes I met the bonus requirements the bonus I had to play for ten minutes then deposit $25 dollars which is R$130.00 BRL and play until I got 8,500 in total bets so I did, and I won 255 dollars and soon after I played again and I won another $50.00 I requested the withdrawal on the 10th of the 255.00 and on the 12th of the $50.00 they stated in the chat that I met all the bonus requirements and are prioritizing the withdrawal but they have not paid me yet.

they say they will pay me with priority

I am waiting

Can you guys from casino guru call me? because they don't answer calls from Brazil and I don't know how to speak any other language, just Portuguese and Spanish!

Thank you very much, gabrieldavi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casino Royal Club to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you gabrieldavi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Royal Club for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi, I would like to inform you that I canceled the withdrawal of $50.00 and left only the withdrawal of $255.00, perhaps if less they can pay me, as I really need the money.

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.

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,

Peter