Royal Reels Casino - Player's withdrawal is delayed.

I have been a member for many years, I have deposited hundreds of thousands of dollars and I have withdrawn over 20 times quite large amounts without any issues. In August this year after along dry run, I had a big win of about $20,000 aud , I requested a withdrawal twitch after two days still hadn’t been processed. After days and days of contacting AI Chatbot and being given copy and paste generic responses, I was finally advised I needed to re-complete KYC despite having withdrawn multiple times with no issues and being a member for years prior to. After being asked for every single sensitive document I own it was finally verified again and I was able to withdraw my funds. It was a horrific experience, and I didn’t play there for awhile. I decided to have a play there this week again and after losing thousands was able to win again. About $15k , after requesting my withdrawal and waiting the usual 24 hours there was still nothing in my account even though I was promised it would be there within 24 hours, it’s now been three days. I have contacted support on the chat. I have emailed the VIP email and Customer relations. No one has responded at all via email, the payment is still in processing and every time I ask a chat but they say they are aware and they have escalated it and it will be done as soon as possible and blah blah blah. I never used to have this issue with them. They used to be one of my favourite. But after this experience I will be getting my money and not using them again. It’s becoming too risky and they are delaying things on purpose in hopes people play the money back through. When they first were big, they used to pay you out in a couple of hours without any hassles now they’re just getting greedy and I’m fed up.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please confirm the exact date when you requested the AUD 9,000 withdrawal shown in your screenshot?
• Your screenshot also shows two cancelled withdrawal requests. Did you cancel these yourself, or were they cancelled by the casino?

Please bear in mind that it’s quite common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before the money appears in your account. That’s why we advise players to remain patient, cooperate fully with the casino, and allow at least 14 days from the withdrawal request date for processing.

I would also like to let you know that this casino has not responded to our previous attempts to resolve complaints. Based on that history, there is a low likelihood that it will cooperate with us in this case. Nevertheless, we will assess the information and evidence you provide.

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

Best regards

Veronika

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

Dear Sum26sum,

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,

Veronika