The player from Australia had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player that withdrawal processing could take a couple of days or even weeks, and suggested waiting at least 14 days after requesting withdrawal before submitting a complaint. The player later confirmed that the issue had been resolved.
Royal Reels Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: A$200
Royal Reels Casino
Safety Index:HighCase summary
Discussion
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2 years ago
Have never had a problem withdrawing before. Put in a withdrawal normally am paid within 3 hours. 24 hours later I speak with customer service who advise there is a tech issue and I will have the money in the morning. Withdrawal has now gone from my casino account and there’s no money in my bank. Customer service is now not replying
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2 years ago
Dear peterbaker00,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Dear peterbaker00,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
