The player from Australia had won $1400, but after three weeks, his four withdrawal attempts had been reversed back to his balance due to repeated requests for the same KYC documents. He had submitted the required documents four times in the past week, only to receive the same requests the following day. We were unable to resolve the issue because the casino was under a No Reaction Policy and had repeatedly ignored our attempts to obtain an explanation. The complaint was closed as unresolved, as the casino was not cooperating and the winnings remained unpaid.
Royal Reels Casino - Player’s winnings are being delayed by repeated KYC requests.
Unresolved
Our verdict
No reaction policy
Black points: 200
Amount: A$1,400
Royal Reels Casino
Safety Index 8.2 HighCase summary
Discussion
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yesterday
I won $1400 and it's been 3 weeks now already 4 withdrawals been processed and funds return to balance they just keep requesting same kyc documents Every day I sent documents 4! Times in last week and were accepted then next day they ask same program response asking for these again
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yesterday
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yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we have received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to take a No Reaction Policy approach to all our attempts to negotiate any kind of issues. I can only imagine how frustrating it must be to wait for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
- Could you please clarify if you've ever received any winnings from this gambling establishment?
- Which documents have you already submitted, and when did you send the most recent one?
- Has the casino indicated any issues with approving any specific documents?
Thank you in advance for your cooperation and reply.
Best regards,
Kristina
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yesterday
Ive have made successful withdrawals when I first open my account over a year ago not since then they accept my documents each time then send exact same program msg next day saying they require same documents again and they repeat this every day
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yesterday
Dear kingsdave2221,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Royal Reels Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Royal Reels Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Kristina
