The player from Greece requested a withdrawal of 100 euros on August 11, but after providing identification, the process has been delayed for three weeks. His subsequent 150 euros withdrawal request was rejected due to having two active requests, despite the first one still pending, and communication with the casino has not yielded any updates or resolutions.
Royal Dogs Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
6d 18h 51m 7s
Royal Dogs Casino
Safety Index 6.0 Below averageCase summary
Discussion
Public
Public
2 days ago
Translation
Hello. I requested my first withdrawal from the casino of 100 euros on August 11th. The next day they asked for identification, which I did and they told me that everything was fine. On August 15th I requested a second withdrawal of 150 euros. Around August 20th I started contacting them to ask about the delay, and they replied that at that time they had a very large number of withdrawal requests and that is why my payments were delayed. While they were using this excuse, on August 25th they rejected my 2nd withdrawal of 150 euros on the grounds that I am not allowed to have 2 withdrawal requests active at the same time! That is, they did not have time to process my request of August 11, but they did have time to reject the second request I made after 10 days. Then I requested a withdrawal again immediately and it is still pending. So I have a request of 100 euros from August 11 and another one that was rejected on August 25 and since then I have had it active again.
I sent an email to their management stating that they have an official complaint, but of course they have not responded since. While in the chat they tell me that they are apparently leaving a message in the relevant department to see my requests without of course having any information at all in the email or in the chat. For accuracy, they always send me this exact message when I ask: I've checked, and your withdrawal is still under review with our finance team. I've already sent a follow-up to push for progress, and I'll continue monitoring it closely until it's finalized. I truly appreciate your patience and assure you this isn't being overlooked.
Can you help me?
Automatic translation:
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5 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
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5 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify the types of games you played to accumulate your €100 winnings?
- Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link to it or a screenshot of the promotional offer.
- Which identity documents did you send to the casino for the verification of your account?
- When was the last time the casino communicated with you regarding the delay in processing your withdrawal requests?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
