Royal Reels Casino - Player’s withdrawal is delayed due to multiple ID checks.

I deposited $50 and I won 1500. I tried to withdraw but have been hammered with id checks. Ive given everything they've asked for only to be asked fir secondary id and mor epics of my card. I feel really uncomfortable as they requested my banks statement because a proof of account wasn't enough and now they want more identification. Im not normally a gambler but I won the first time I played now its gone to a big shit show and im scared they are trying to steal my identity to be completely honest. It doesn't sound right that a second identification and the whole bank statement thing is weird and makes me very uneasy.

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Dear Gordyc,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced.

I understand your concerns regarding the verification process. While licensed casinos are often required to request identity documents as part of the KYC procedure, they should also be able to explain why additional documents are needed.

To better understand your case, could you please answer the following questions?

• Have you made any successful withdrawals from this casino before?

• Have you submitted all of the documents the casino has requested, or are there still outstanding requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Karla,

Firstly, thank you for the time you are taking to help me. Its really wonderful to have someone to help people when everything seems hopeless.

And as for your questions you've asked,

No, I haven't withdrawn from the casino before. This is honestly my first time trying an online casino.

And yes, I have submitted the original, unedited actual photos taken from my camera seconds before I emailed the documents to the casino. I was very disheartened when they shut down my account and confiscated my winnings. So, I've emailed the casino because I need to know what i did wrong and or what was wrong with the documents. They have been vague and plain ignorant. I will try to attach the conversation.

They still haven't given me my money or an answer why the documents weren't sufficient when I did everything they asked.

That money is rightfully mine and it would have made a great difference but they are not following the rules.

Why did they ask for more and more identification and why didnt they accept a proof of account? Instead they wanted a bank statement. A proof of account is literally the first page of the bank statement and that is with all the same information they asked me for.

Please help me Karla

Can i pls just forward the email thread to you? What email address is yours?

Im unsure if the casino are being real arrogant or not but they continue to send me emails about free spins and bonuses.

That's just nasty and plain rude

Dear Gordyc,

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.

Karla M