Casino Royal Club - Player's withdrawal is delayed.

Casino Royal Club has not paid out for six weeks. 

I accepted a two-part new member bonus that granted $225 to spin for a 10 minute time period, after which any winnings would be transferred to a new second part bonus, up to $225, that required a deposit, a rollover requirement, and a maximum cash out of $1000. 

On Nov 22, after depositing and clearing the rollover I made a payout request in the amount of $679.

I inquired about payout time with live chat who said it would be a 7 day wait period for first withdrawals. I then asked if they needed any documentation from me to which they responded no. 

After 10 business days I followed up and asked live chat (Matthew) if the payout was being processed. They apologized for the delay and stated they had put the request in the "priority queue" and the "financial team" would process it. They asked me to verify my Bitcoin address. 

After two more days I followed up and asked if the payout was being processed and they responded that I need to submit identity documentation to the support email. I did this and it was confirmed received. They then asked me for a current Bitcoin address and said the financial team was handling it. 

Two days later I asked again what the status was and chat said that the payment was being processed by the "financial team" and I could rest assured it would be paid. They then asked for my Bitcoin address. I pressed and asked for a time frame and the chat representative then stated they understand how I would be upset for the delayed payout and said that they intend to pay all of their obligations but they were just starting up again. I asked if this meant they don’t have the funds on hand to payout and the representative left the chat. 

A day later support followed up via email thanking me for the verifying my identity and stated they were processing my payout. Again they asked for my Bitcoin address.

I've attempted to reach out several more times since then and have not received a response.

BOTTOM LINE:

I have played according to their terms, met all verification details, and they still refuse to pay a measly $679. The casino is a complete scam.

THEY WILL NOT PAY YOU. DO NOT PLAY THERE.

Dear thetanbull, 

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.

Could you please advise the exact date when your identity was verified by the casino?

What is the current status of your withdrawal request? Is it shown as requested, pending, or processed?

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

Best regards, 

Veronika

Dear thetanbull,

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 thetanbull. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

My documents were verified on Dec 7, 2023. The payout status is "Requested"/Pending.

Both the casino live chat and support have been unresponsive.

Thank you very much, thetanbull, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi thetanbull,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. 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? Would you please specify what are the reasons for the withdrawal request to be pending for several months?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

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.

Dear thetanbull,

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