Royal77 Casino - Player’s winnings haven’t been received yet.

Royal77 withholds my earnings and forces me to wait 2400 hours to withdraw

Complaint:

I won approximately 12,000 Mexican pesos at the Royal77 casino and when I requested a withdrawal of 3,000, the platform automatically placed a 2,400-hour (100-day) block on me so I could access my money.

This was not previously disclosed, nor is it clearly specified in the terms and conditions. The measure is completely abusive and appears designed to force the user to continue betting or lose their balance.

I've already contacted support, but they don't provide clear answers or a solution to the problem. This situation seems like a scam, and I need this to be made public to warn more people.

"There are still 9,000 pesos there that I want to withdraw and the waiting hours seem like an abuse. They told me to deposit 200 for the VIP withdrawal and they couldn't even do that and my 200 pesos are nowhere to be seen.

I request support to have this casino reviewed and pressured to release my legitimate winnings.

Dear bm8vvgt5bn77,

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.

But 2400 hours seems like an exaggeration to me, the marker of the same number of hours does not move, now they ask you for 200 pesos for the VIP withdrawal, I deposited them and they did not validate them, those 200 pesos are lost, they do not answer me anything and I want my money back, I think it is not fair, what a bad plan to scam in this way

Dear bm8vvgt5bn77,

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.

No resolution, and it was deleted. Everything disappeared, the money and the deposit, and I can't even access the page anymore.

Thank you for your reply. The previous responses were posted automatically, as it had been less than 14 days since you submitted your withdrawal request.

I agree that a processing time of 100 days for a withdrawal is excessive and certainly not considered standard. Moreover, requesting a fee to speed up the payout process is a tactic often used by scam platforms. You should always be cautious if a casino requests suspicious or unnecessary fees for processing your payment. You can read more about scam casinos in our article here: Scam Casinos and the Practices They Use.

Could you please clarify:

• Has the casino specified why your account was blocked?
• Were your winnings accumulated with or without the use of a bonus?
• Have you successfully made any withdrawals from this casino in the past?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

Hello good evening, to all your questions, the answer is no, only the money disappeared, they screwed me over in deposits and I never received the transfer.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you bm8vvgt5bn77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal77 Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter