The player from Australia placed a withdrawal request with Royal Reels on April 7, 2026, but had not received her funds, which greatly exceeded the normal processing time. She had not received clear communication regarding the delay and was concerned about possible deliberate obstruction of payment. The player confirmed she had passed KYC previously and made multiple successful withdrawals, but the casino requested repeated verification without providing clear updates. Despite efforts, the casino failed to respond to inquiries from the Complaints Team. Since Royal Reels operated without a valid license and had no alternative dispute resolution service, the complaint was marked as unresolved. The issue remained open pending any future response from the casino, and the player was advised to consider casino ratings carefully in the future.
Royal Reels Casino - Player's withdrawal has been delayed.
No reaction policy
Black points: 736
Amount: A$9,000
Royal Reels Casino
Safety Index 8.3 HighCase summary
I placed a withdrawal request with Royal Reels on 7 April 2026. As of now, the funds have not been paid, and the delay has exceeded normal and reasonable processing timeframes.
Despite complying with any requirements and waiting well beyond the expected payout window, I have either received no clear communication or only generic responses that do not explain the delay or provide a confirmed payment date.
This raises concerns that the platform may be deliberately delaying or avoiding payment, especially as it operates offshore while still accepting Australian users.
I am seeking:
Immediate processing of my withdrawal
Assurance that funds will be paid without further obstruction
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Dear STATUS,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you received any update from the casino regarding the verification of your account or the payout?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Hello,
Thank you for your time
*many many times
* i have passed it previously. They have asked me to do it again
*i dont believe i did
*8hrs ago tell me to be patient
I am emailing you the evidence I have as it so much I cant upload one at a time.
Dear STATUS,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Tomas
Hello STATUS,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Royal Reels Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
We would like to ask the 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’ which may negatively affect its rating.
Dear STATUS,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Lucia S
