Royal Planet Casino - Player’s having difficulties withdrawing her winnings.

I won 500.00 in the casino on 10/18/2020, sent over the required documents and they confirmed thru email that they had received them! Two weeks ago I inquired about my withdrawal thru chat and supposedly the casino manager, stated that everything was fine and I would be receiving my bitcoin payout the following Thursday 10/29/2020! Never received withdrawal then I chatted with John on November 3, 2020 and he stated that it was processing and I would be receiving it on the 5th but it never came! I informed John that according to my screen it wasn’t processing it was still pending and he kept assuring me it was in process! After it wasn’t deposited again I tried emailing and chatting on the 5th, 6th, 7th 10th and 11th of November and no one answers emails or chats. I have printed documents of chats and emails from them! I would like my winnings paid out to me! This has been one of the rudest and worst casinos I have ever played in and will never be going back! They are liars and thieves and shouldn’t still be in business!

Dear Julie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you indicate whether this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

Additionally, would you be so kind and forward me those screenshots in better quality? I cannot read half of them, because they are too small, or you can forward the communication between you and the casino to kristina.s@casino.guru.

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,

Kristina

I will send you everything I have again! Yes, that is the first time from that Casino for withdraw.

Thank you very much Geminijules71 for your emails, everything is in much better quality. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Geminijules71,

I looked at your complaint and will do my best to help you. I would like to invite Royal Planet Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Royal Planet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.