Royal Reels Casino - Player’s withdrawal has been delayed.

I am filing a formal dispute against Royal Reels regarding a cash withdrawal of $1,500 AUD (Transaction ID: 2920996) that has been intentionally delayed and repeatedly reversed back into my playable balance.My winnings were generated entirely from a raw cash deposit. No promotional bonuses or free chips were used. Despite this, the casino has spent weeks actively stalling my payout through continuous reversals and shifting excuses:Wed 09/09: Support stated my $1,500 win was processed.Fri 11/09: The money was reversed back into my account. The system capped a re-withdrawal at $1,300, claiming I had "wagering requirements" on pure cash. I played through what they demanded and won back my original $1,500 balance.Mon 14/09: The funds were reversed again. Support cited "payment system issues." I began taking screenshots of all chats and emails at this point I have over 30 photos between email and customer support..Wed 16/09: The money was reversed back into my account once more.The Following Week: I was told to resubmit KYC documents due to a name/address update. Emails bounced back as undeliverable. Support chat gave contradictory advice, stating my payment was processing and I didn't need to send documents, only to reverse the cash a few days later and demand the KYC documents again.Fri 18/09: I successfully completed re-verification, received email confirmation from support agent Melissa that my account was unlocked, and submitted the current withdrawal.Tue 22/09: While the transaction sat in "Processing", I received a generic stall email from agent Anthony M, backtracking and claiming they are "checking the status with our relevant team."Wed 23/09: The casino officially cancelled the processing transaction and reversed the full $1,500. back into my playable balance for the fourth time.Given this extensive history of intentional reversals and stalling tactics, it is clear the casino is operating in bad faith to avoid paying out cash wins. I have attached screenshots of Melissa's confirmation, Anthony's delay email, and my transaction history with heaps more photos to provide if needed. I request Casino Guru's urgent mediation to compel Royal Reels to permanently pay out my $1,500 cash. Thank you

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Dear Bec1982,

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

Dear Bec1982,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing as yet shortly after submitting this complaint yesterday, Royal Reels customer support agent Tara T emailed me confirming that my KYC documents were finally processed, my account details were updated, and she explicitly instructed me to submit a new withdrawal request.I followed her instructions and submitted a new Bank Transfer withdrawal of $1,500.00 (Transaction ID: 2940523) on Wednesday morning. By Wednesday afternoon, the casino's system moved the status to "Processing."However, overnight the casino completely went back on their word. They cancelled Transaction ID 2940523 and reversed the full $1,500.14 back into my playable balance for a fifth time.I sent an immediate formal email to agent Tara demanding an explanation for this fifth reversal and attaching the proof of her confirmation vs. the cancellation screenshot. I have received no response.

I’m sorry to hear about the repeated cancellation of your withdrawals. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you very much in advance for your reply.

I had a successful withdrawal last month of $100aud and a few successful withdrawals over the last few months of $500aud and under. All winnings have been in my account by the following morning or day after ( usually under 48 hours)

I chose Bank Transfer, it is the exact same payment method and the exact same personal bank account that I successfully used for my previous payouts. The only change was updating my profile address and last name to match my current legal ID documents, which support agent Melissa confirmed was completed and "unlocked" on September 18.

As I mentioned in my previous message, the casino automatically generated a brand-new withdrawal request (Transaction ID: 2945311) on Thursday evening, which shifted to "Processing" on Friday morning and all of yesterday.However, this morning (Sunday, September 27), the casino went back on their word yet again. They completely cancelled Transaction ID 2945311 and reversed the full $1,500.14 back into my playable balance for a SIXTH time.This proves beyond a doubt that they are deliberately running me in circles and cancelling payments over the weekend while your offices are closed, hoping I will gamble the funds away. My balance remains completely untouched at $1,500.14. I am attaching the screenshot of this.

New email today pretty much showing Zane has explicitly admitted on a written record that the casino cancelled my transfer. All money is still sitting in my playable balance at this time

Hi

Another email sent today from another agent stating they have cancelled my withdrawal. Please see attached

The contradictions from the casino support team. I have just received a fourth email from a completely different support agent, Leo Y, sent at 2:13 AM.Agent Leo Y now completely contradicts the previous agents by stating: "We can confirm that the withdrawal was cancelled by the payment provider. Unfortunately, the specific reason for the cancellation has not been provided to us."Within 24 hours, four different agents have given completely different stories: one blamed a name change, one blamed the weekend, one gave no reason, and this final one blames an anonymous payment provider with no reason. They are begging me to submit a 7th withdrawal request simply to reset the processing timeline. I am keeping my balance completely frozen at $1,500.14

Hi Jean,

I hope you are well. I just wanted to update you that my cash balance remains completely frozen and untouched at $1,500.14. The casino has not reached out further, and I am still waiting for your guidance on the next steps. Thank you so much for your time and help with this

!

Dear Bec1982,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Bec1982,

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

I wanted to provide some additional evidence showing how chaotic the casino's backend support system is. On September 25, I received an email from an agent named Lucas K regarding my Royal Reels withdrawal cancellation.

However, the email was sent from the official customer support address of a completely different casino site called Betzillo Support, while the message inside is template-signed as Royal Reels. This proves that both sites are operated by the exact same group using a shared backend system, and their communications are completely contradictory and out of sync. I am attaching the screenshot for your review

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.

Hi Lucia,

I again gave been on royal chat and they have again asked me to attempt to withdraw my funds. They said it was due to KYC and I should be ok to proceed now. I stated I have tried after email verification kyc was completed but it was cancelled and they replied it has been close to a month and it try again.

I have just done a withdrawal of $1500 currently sitting on pending

Hello Bec1982,

Thank you for the update.

Unfortunately, we have still not received any response from the casino. At this point, it seems unlikely that they will respond, as they have also failed to address numerous other complaints submitted through our website.

I will continue to monitor the situation, but in the meantime, please keep me informed about the status of your withdrawal and let me know if you receive your funds.

Thank you for your patience and cooperation.

Hi Lucia,

I am thrilled to confirm that a matching deposit of exactly $1,500.00 AUD has just safely cleared into my Australian bank account!

This case can now be officially closed as successfully resolved.

Thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bec1982,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia