Royal Reels Casino - Player is facing delayed withdrawal issues.

Withdrew over 2 months ago. Have had nothing but issues with the process.

Was first processed in late July.

At the start of September they requested a custom crypto account statement. I sent that. They then said it has been successfully re processed at that time.

Still waiting. No money. Enquired again and they’ve requested the custom crypto statement again.

They won’t give me the TXID. I suspect they are not sending it at all.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Royal Reels Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals using the same payment method before?  
• When did you send a crypto account statement for review? Did the casino confirm receiving the document?
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia

I don't have access to the account anymore - I've deactivated the account due to the ongoing issue. I can provide an email chain between myself and their customer support.

I haven't withdrawn via crypto before. This is the first time - I wish I never attempted it. I sent through a new up to date crypto wallet statement yesterday and am waiting to hear back. In the email I requested a cash withdrawal instead.

Wednesday the 3rd of September the first statement was sent and confirmed to have been forwarded to the payment team for review - The 30th of September was the second one with the same confirmation. After the payment team reviewed it on the 4th of September, they emailed me saying they "successfully re processed my payment". I've requested the TXID on multiple occasions. They refuse to tell me the transaction ID.

Without an active bonus. No bonus used.

Thank you very much for your reply! Can you specify the exact date when you deactivated your account?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear jameswinkley77,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru