The player from Spain had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player had experienced delays with his withdrawals from Royal Stars Casino, ultimately receiving prior withdrawals but facing issues with a subsequent €100 withdrawal. The casino had cited bonus terms and maximum cashout limits as reasons for confiscating winnings derived from funds that were left in his account after a previous cap had been applied. After thorough communication, the casino had maintained that the terms were correctly applied, and the player had misunderstood the conditions. Consequently, we rejected the complaint based on the casino's explanations and adherence to their terms.
Royal Stars Casino - Withdrawal of player's winnings has been delayed.
Unjustified complaint
Amount: €2,573
Royal Stars Casino
Safety Index:HighCase summary
Title: €500 withdrawal pending since June 28 – no response from finance team I requested a €500 withdrawal via LTC ( i have 2573 on the account) at Royal Stars Casino on June 28, 2025, at 15:36. Today is July 8, and the withdrawal is still marked as "In Progress". I have contacted live support several times and was referred to their finance email.
On July 4, I sent a detailed email to [email protected], explaining the situation and requesting a clear update. I also mentioned that I would escalate the issue if I didn’t receive an answer within 48 hours.
As of today, I have received no reply, no payment, and no request for verification. My account is fully functional, and I am available to provide any documentation needed.
I am attaching a screenshot of the pending withdrawal as evidence. I kindly ask Casino Guru to help me get this case resolved.
Thank you in advance.
Dear player,
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 the 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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Hello good,
I'm updating my situation with Royal Casino: the withdrawal was requested on June 28th and it's been almost two weeks now.
So far, the casino hasn't asked me for any verification documents or provided any clear information. Furthermore, they're sending me promotions with bonuses that seem deliberately disproportionate (for example, 150% with no wagering requirements, up to €1,500—they literally claim they're giving me €1,500 for free!), which makes me suspicious of their reliability.
I appreciate your attention and look forward to requesting formal intervention after 14 days.
Dear player,
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.
Indeed, they still haven't given any information. To buy time, I sent them my documents to verify my account, since their platform isn't working when I try to upload documents online. But they've also ignored my documents.
In short, after 16 days, the €500 withdrawal is still pending. I have no way of knowing if my account is verified or not because they don't reply, and the only emails I receive are offers to try to get me to deposit again. I also have €2,000 in my account that I want to withdraw after the first withdrawal, but they're obviously also on hold until they process my first withdrawal.
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Has the casino provided any update regarding the verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? 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.
Hello Dominika,
Thank you for your message. I've provided the requested information below:
Have you made any successful withdrawals before?
No, I have not received any withdrawals from Royal Stars Casino so far.
Has the casino provided any updates on verification?
They haven't asked me for any documents yet, nor have they given me any clear updates on the matter. They've simply kept the withdrawal pending for over 18 days.
However, I got ahead of them and sent them proof of identity, proof of residence, and proof of payment. They told me to send them proof of residence again, when in fact, the one I sent them met all the necessary requirements. I sent them an official letter of registration issued by the city council with all the necessary information, but they didn't look at it. This letter has been approved by 100% of the casinos I've worked with, and I can guarantee it's a very, very long list, so I can guarantee it's a completely valid document. After this, they haven't responded to me again.
Did you accumulate your winnings with or without an active bonus?
With an active bonus. I correctly completed the wagering according to the terms stated in the promotion, and I requested the withdrawal in compliance with all requirements.
Communication with the casino:
I've attached screenshots of the chat conversations and emails exchanged with Royal Stars Casino support. If you need any additional details, please let me know.
I appreciate your help in advance with this case and look forward to any updates.
All the best,
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear uuuooohhh,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Royal Stars Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Dear Martina,
I would like to come back to the mentioned case:
All players' withdrawals have been processed in the meantime. We assume the delays most likely happened due to the player not receiving finance emails - some additional documents were needed to verify his account.
Emails most likely went to spam.
So in our perspective this case should be fine in the meantime.
Thank you.
Greetings
Royal Stars
Hello Casino Guru team and Royal Stars representatives,
Thank you for your response. I have confirmed that the casino ultimately rejected the third withdrawal of €1,000, claiming that I exceeded the bonus winnings cap, which was €150 with a limit of €1,500. Technically, this is correct, and I acknowledge this.
However, the process has been deeply opaque and problematic:
I earned €2,537 on June 28th and requested a first withdrawal of €500 that same day.
The casino never asked me for verification documents on its own initiative, and the first withdrawals were completely ignored for days.
I had to contact via live chat (04/07) without receiving follow-up and finally send the documentation proactively on 11/07, before they asked me for it.
It wasn't until July 13, after I reported the case on this platform, that the casino officially requested my documents. The verification was approved on July 14.
However, the first two withdrawals (€500 and €999) were not processed until July 18 and July 19, i.e., 21 days after the original request.
Meanwhile, I received multiple marketing emails with fraudulent offers to get me to deposit more money, instead of processing my applications.
The third withdrawal (€1,000) was rejected only after almost an additional week, citing the profit cap, when the previous two were approved without any objection.
I request that this history be clearly documented and that a review of the casino's profile and Safety Index be considered, as its operating method can mislead future players and represents a significant operational risk.
Thank you for your time.
Dear Royal Stars Casino Team,
Thank you for your continued cooperation.
Dear uuuooohhh,
Thank you for the update! Just to confirm I understand correctly: all previous withdrawal requests (except for the most recent one submitted on July 24) have been processed and the funds successfully received.
You are now waiting for the final withdrawal to be completed, correct?
If so, please keep me informed once you receive the remaining funds from the casino.
Thank you in advance!
That's correct. I've received the previous withdrawals. I'm waiting for the latest withdrawal, dated July 24th. I'll let you know if it arrives.
I don't know why they're telling me they're waiting for my response. I'm confirming again that I'm waiting for the last withdrawal on July 24th.
Hello Martina.
Thank you for keeping the case open. I wanted to inform you of a new issue with the same casino. After correctly applying the bonus cap, the casino returned €25 to my account (see attached screenshot). I used that money to play the Aviator game and ended up winning €100, but the casino reapplied the cap, removing €75 in profits that were unrelated to the previous bonus.
I find this practice abusive. I had already agreed to lose part of my profits from the cap, but this was a new profit with real money that they themselves returned to me.
Furthermore, the casino claims they sent me an explanatory email on July 25, but I never received it, and they haven't been able to provide any proof.
I've attached a screenshot showing how they canceled the €103.65 withdrawal and left €25.40 in my account, which I later used to earn the €100.
I really appreciate your help in getting this resolved fairly.
I'm also sending you a screenshot of all the emails I've received to date. You can see that I never received any emails on July 25th. The vast majority are promotional offers, and on July 24th, they sent me an email stating that my withdrawal was being processed. It wasn't until today that they canceled it.Dear uuuooohhh,
I understand the confusion!
Let´s give Royal Stars Casino Team chance to explain, why that happened.
Dear Royal Stars Team, can you please explain why there was a winning cap implemented on the new win?
Thank you very much in advance
The casino's response deadline is 50 minutes away. What will happen then?
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.
Dear Martina,
sorry, due to holiday season people are off which caused the delayed response.
Coming back to the case:
The maximum cashout was applied again because the winnings originated from bonus funds. As stated in our T&Cs, the bonus terms apply to any winnings generated with this bonus until the withdrawal is processed or such winnings remain on the player’s balance.
The player claims he won with "clean funds," but this is not true. The funds he used still originated from bonus funds. The maximum cashout rule is not disregarded simply because it was applied once before, but it remains in effect until all bonus related funds are fully withdrawn or played through. Therefore, we applied the maximum cashout again and also sent him an email.
Hello, Martina:
Thanks for the update.
I would like to clarify several points regarding Royal Stars Casino's response:
Non-existent email:
The casino claims they sent me an email explaining the second application of "cap winnings" on 7/25.
This is false, as I demonstrated in my previous comment with screenshots of my inbox and spam folder. No such email exists.
Post-cap funds:
In my last withdrawal after playing the welcome bonus, the casino applied the x10 limit correctly.
Once the cap was applied, my balance was reduced to €25.
According to your current answer, those €25 are still considered "bonus funds," but that doesn’t make sense, since:
If they were really restricted funds from the bonus, they shouldn't have remained in my available balance after applying the cap.
They also shouldn't have allowed me to play them freely on Aviator until they turned into €100 of credit.
If the intention was to confiscate everything that exceeded the limit, the logical thing would have been to pay them along with the last authorized withdrawal and leave my balance at zero.
For consistency, if those funds were still subject to bonus restrictions, they should have been removed along with the initial surplus upon capping, and would not remain available for play.
Conclusion:
I request that this second forfeiture be revoked and the entire €100 won be paid out with the remaining €25, funds the casino decided to keep me after applying the initial cap and which should no longer be subject to any bonus conditions.
I look forward to your help in resolving this case.
Sincerely,
YO****
Thank you Royal Stars Casino Team for involvement and explanation.
Dear uuuooohhh,
Could you please explain a bit more about which bonus you used and what exactly is this €25? This will help me understand your situation better.
Hello, Martina:
I think the origin of the €25 I mentioned is not clear.
It all comes from the crypto welcome bonus I received at Royal Stars Casino:
Deposit: €100
Bonus: €150 (150%)
Wager: x30 on deposit + bonus = €7,500 (fulfilled).
Final balance: €2,573
Cap winnings: x10 the bonus = €1,500 maximum withdrawable.
I requested a withdrawal of €1,500 and the casino applied the cap correctly.
After that, I had €1,074 left in my balance. I tried to withdraw it, but the casino canceled the withdrawal, leaving me with €25 in my account.
I played those €25 on Aviator and ended up with €100.
When I tried to withdraw those €100, the casino canceled the withdrawal again, leaving €25 in the account again.
This shows that:
Those €25 aren't active bonus funds, but rather the remainder that the casino itself decides to leave in the account after applying the cap winnings.
If they were really subject to bonus restrictions, it wouldn't make sense for me to allow them to play through and generate new winnings and then reapply the cap.
The procedure is confusing and not clearly described in the Terms and Conditions.
Therefore, I request that I be paid the €100 won with those €25, as they were generated entirely from the balance that the casino itself made available after applying the initial cap.
Sincerely,
YO****
Thank you very much uuuooohhhm for the explanation. Now it´s much clearer.
Dear Royal Stars Casino,
Could you please clarify the reasoning for leaving €25 in the player’s account, with the condition that if they use it, any potential winnings will be confiscated?
According to your Terms and Conditions, the bonus terms apply to any winnings generated with this bonus until the withdrawal is processed or such winnings remain on the player’s balance. Since the withdrawal has been processed and the cap has been implemented, I would like to ensure I fully understand the decision to leave this €25 in the account.
Thank you for your time and clarification.
Dear Martina,
as I tried to explain in the mail before, the maximum cashout for him was 1525.40€, and we had already paid out 1500€ in previous withdrawals.
He was still elligible to withdraw another 25.40€ which we had left on his account, so that he may request them.
This is the reason why there is 25.40€ on the balance.
Does it explain the situation?
Thanks.
Greetings
Royal Stars
Dear Royal Stars Casino Team,
Thank you very much for providing the clarification.
Dear uuuooohhh,
I understand now that the €25 is intended solely for withdrawal purposes and not for gameplay. This explains why the winnings were confiscated.
Since the matter has been clarified, I propose closing the complaint, unless there is anything further you would like us to assist you with.
Hello Martina, with all due respect, I think there has been a misunderstanding:
Royal Casino's response confirms my claim: those €25.40 were free and withdrawable, not bonus funds. They themselves claim they were left in my account so I could request them as a withdrawal.
Therefore, any subsequent winnings obtained with those €25.40 should not be subject to a new cap winnings, as the €1,525.40 limit had already been reached and applied.
I request that the €100 generated with these free funds be repaid, as they applied a second limitation without any basis in their own terms or the logic they just described. Thank you for your attention.
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.
Hey together,
the bonus terms (including the maximum cashout) apply for as long as the player has funds on his balance, which directly originate from gameplay with your deposit bonus.
This is listed clearly in the general bonus terms.
So once again:
The player deposited 152.54€ and claimed the Freaky Friday Reload Bonus.
As per bonus terms, the maximum cashout for this bonus is 10x the deposited amount:
152.54€ deposit x 10 = 1525,40€ maximum cashout
The player then requested 500€ withdrawal on the 18th of July, which we approved.
Then he requested a 1000€ withdrawal on the 19th of July, which we also approved.
On the 20th he then requested a 999€ withdrawal, which we declined, as it would have put him above the cashout limit, (which still applied as pointed out earlier).
Since he was still eligible to request another 25.40€ in withdrawals (we paid out 1500 out of 1524,40€ so far), we adjusted the balance accordingly, left the funds on his account to withdraw and informed him via email (which he never read, we can see this in our email thread).
The 25.40€ which we left on his balance, still directly originate from gameplay with the initial deposit bonus, and therefore, as per bonus terms, are still subject to all terms, including the maximum cashout.
Subsequently, when he went on to continue playing with the 25,40€ we left on his balance, and requested a 103.60€ withdrawal we declined it again, as that would put him over the maximum cashout limit.
The player has a fundamental misunderstanding of our bonus terms and how they apply, and his interpretation of it is unfortunately irrelevant.
We ask all players to read-through and agree to them, before we allow them to create an account, and that also applies here.
Right now, the player can withdraw another 25,40€ (still subject to bonus terms). Anything above that, we will continue to decline, and void the surplus, in accordance with the bonus terms.
Thank you.
Royal Stars
Thank you Royal Stars Casino for the clear explanation.
Dear uuuooohhh,
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
