Casino Royal Club - Player’s withdrawal has been delayed.

I placed my request for withdrawal on Oct 31st 2022. I won $150USD on a Free Bonus. I met all the conditions and requirements. My documents were verified on or before October 31st 2022.

I was required to make a $25 deposit to withdraw. Which I did via Bitcoin on October 31st as well.

The chat agent quoted me 2-3days average time to get through the "queue" and receive my withdrawn funds. With a maximum of 10 business days.

We have now reached 70 calendar day and parts of 4 months. 2-3 times per week I get in a chat with an agent and inquire. I'm told it's been "escalated" if it happens over a dozen times it's no longer escalation was my reply.

I'm told that Finance Department will prioritize it, each and every time. No changes. I was instructed to email their support, which I have done 10+ times. Absolutely no reply.

Last week, I was finally told to expect my funds this week by two separate chat agents. They cited as a reason for the delay that the casino ownership had changed hands. And that caused the delay, previously they cited a problem with their Bitcoin server.

This week came and went, still nothing sent. Finally, I had an agent that said to me "You win with a Free Bonus, and you have not deposited since?"

I said, no absolutely not, only a fool would continue to deposit funds without any proof of withdrawal or payout success and timeline.

He replied "Well any and all of our thousands of depositing players withdrawl's will go in front of yours in the queue."

I said that's fine, within your stated parameters, I take no issue. However 10 business days maximum and 70 calendar days are quite different. I played fairly, you should pay fairly. To which I received no further reply since. That was Thursday it's now Sunday. They pay on Mondays.

My experience has been abysmal with the casino all around. If you give out a bonus, and the player meets your requirements, you should adhere to your own terms and conditions.

At this point, if they pay me, I would be very surprised.

-Jefferson

Dear Ffejnella365,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Do I understand correctly that your winnings have been accumulated from a Free bonus solely?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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

Petronela, Thank you. Yes I won with a free bonus. I've met any and all conditions and playthrough. My documents are all verified acceptable, and my requested, required deposit was made and played on October 31st 2022.

Since then, the request has been validated for withdrawal. They just refuse to release the funds to my Bitcoin address. They read from the same exact script every time using the same verbage "escalated" "finance department".

They even went so far as to tell me that "support@casinoroyalclub.com" is not the correct email.....and that I should try "soporte@casinoroyalclub.com" What a bunch of clowns!! Ridiculous. I've tried both emails for posterity 10 times each. Never seen any reply. At all Help me if you can, if you can Thank you Jeffrey A****

Thank you very much, Ffejnella365, 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. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Peter, Thank you for taking the time to investigate the case on my behalf. The last time I was on chat was on Thursday of last week. The chat agent simply said "I have escalated it. I have done everything in my power to do"

I have heard that it has been "escalated" for priority, no less that 15 times from at least 8 different chat support agents.

I have requested any alternate contact information for management, pit-boss, or finance department. I was told that none exists. And to email them at support@casinoroyalclub.com and then at soporte@casinoroyalclub.com

Both addresses are receiving mail. But I have received no reply in over a dozen attempts. There is nothing that I need to do, and nothing that I can do to further my withdrawal.

I've met all requirements on October 31, 2022 it's now January 14th, 2023. The withdrawal amount and Transaction number are still on my account as requested.

If you have any idea or course of action, Im glad to have your assistance. Many Thanks

Jeff A

Hello there,

Thank you Jeff 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!

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