The player from Germany had requested a withdrawal less than two weeks before submitting the complaint. The payment had not been processed yet. The issue was resolved when the player received an email regarding the withdrawal, which had been marked as spam, leading to a delay. After the player confirmed receipt of the email, the winnings were paid out the following day. The complaint was then marked as 'resolved' in the system.
Royal Stars Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Royal Stars Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
The first payment was made on April 23rd.
According to the chat, the finance department needs more information.
The finance department does not request any documents.
no response to email inquiries about what is needed.
I renewed account verification, canceled withdrawal, and changed method.
New payout requested on May 4th.
Same thing, chat doesn't know anything and refers to the finance department, which should be contacted by May. This was done, and again, no response...
Automatic translation:
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6 months ago
Dear Bituba24,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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6 months ago
Dear Bituba24,
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.
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6 months ago
Translation
No. Still no response, no payment, nothing. Do you also need the emails I sent to the finance department or the chat transcripts?
Automatic translation:
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6 months ago
Dear Bituba24, please allow me to ask you a few questions, so I can understand the whole situation completely.
Do you currently have any pending withdrawals in your account?
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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6 months ago
Translation
Hello, I sent all the information by email.
best regards
Automatic translation:
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6 months ago
Dear Bituba24, could you please let me know if you have received any response from the finance team?
Also, have you tried sending any follow-up emails to remind them about your case?
Did you make any deposits using the withdrawal method you selected for your payout request?
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6 months ago
Translation
Hello,
The "correct" chat agent was able to resolve the issue. The email arrived, or rather, it was sent on May 16th, but was not delivered due to spam. This email was apparently unknown to the other chat agents for whatever reason.
Money was paid out one day later.
Automatic translation:
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6 months ago
Dear Bituba24,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
