The player from Australia had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player had failed to respond to multiple messages and reminders from the Complaints Team requesting updates on the withdrawal status. Due to the lack of communication, the complaint was closed without further investigation or resolution. The player was informed that she could reopen the complaint if she chose to resume communication.
Royal Reels Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: A$3,988
Royal Reels Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 months ago
Dear Clairemartin,
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.
Public
Public
2 months ago
Dear Clairemartin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
