RoyalGame Casino - Player faces delayed withdrawal issues.

Hello,

The casino is intentionally blocking me from making a third withdrawal. The maximum number of pending withdrawals is three but they have left one already paid withdrawal hanging in the pending withdrawal list. Despite several contacts, they refuse to fix the issue even though they are aware of this problem. I ask the Guru team to contact the casino to get this fixed.

I have played slots and betting and my user is verified.

Dear Ollikainen,

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 specify if you received the winnings you requested on 14 January in your bank account?

What explanation did you receive from the casino after you notified them of the withdrawal still being shown in your account? If you have any communication between you and the casino regarding this problem, kindly forward it to me at veronika.f@casino.guru.

When was the last time you successfully withdrew your winnings from this casino?

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

Hi, I have received the payment in question but it has been left in a pending state blocking me from making withdrawals. I have been getting money out of here about every two weeks but only very little at a time because I cannot make the maximum number of withdrawals.

The casino says they are aware of the problem but have not done anything about it. Can you please contact them?

Have you attempted to cancel the pending withdrawal from your account, or is the option unavailable?

Has the casino provided any estimated timeframe for resolving this issue?

Have you received any of the remaining two withdrawals that are shown in your account as pending?

Hi, I haven't received any withdrawals and I can't cancel this withdrawal. I've already said this. The casino doesn't give any time limit or answers. Please contact the casino to get this sorted out. They are limiting my withdrawals below the minimum limit because I can't make three withdrawals.

Thank you very much, Ollikainen, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Ollikainen,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite RoyalGame Casino representative to join this conversation.

Dear RoyalGame Casino, could you please provide more information about this case?

Looking forward to your reply.

They haven't paid out any withdrawals since 22.02, so it's been almost three weeks since we last played. This is a scam casino. You could warn other players about them.

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 all,

Please accept our apologies for the delay.

We are pleased to inform you that the withdrawal requests from Fe 22, 2025 have been successfully completed.

In addition, we would like to ask for your patience as we are endeavoring to complete the current ones as soon as possible.

We appreciate your understanding.

Kind regards,

Royalgame Casino Team

Hello,

The original problem still hasn't been fixed. I can only make two withdrawals instead of three. They are aware of the problem but are not doing anything about it.

And may I point out that I have been trying to raise my limits from the casino for months. Time and time again they stretch the withdrawal times so that I don't get my money. Their whole operation is pure scam. Again we have been waiting 11 days for a small withdrawal of 500€.

Dear Ollikainen,

thank you for the update. Could you please confirm whether you have received the funds from February 22nd?

Dear RoyalGame Casino,

thank you for your message. Have you had a chance to take a look at the problem with withdrawal requests Ollikainen has, please? Could we explore the possibility of allowing him to have three active withdrawals simultaneously?

Dear Ollikainen,

We would like to apologize for any inconvenience this may have caused you.

Unfortunately, we're still waiting for an update from the relevant team regarding your withdrawal submission issue.

However, there may be a way for a smoother withdrawal process in general by completing the account verification process:

In order to proceed with the verification of your account, we kindly ask you to upload the requested documents through our website. You can find the Verification page on your profile as well as the relevant documentation required to complete the process.

In the event of facing tech issues in uploading files, you may send what requested via e-mail to our support.

Thank you in advance for your patience and cooperation!

Sincerely,

Royalgame Casino Team

All documents have been sent. I made sure via LIVE chat that I sent exactly everything you wanted.

Dear Ollikainen, 

Thank you for your update.

After reviewing your account information, it appears that your account is still undergoing the verification process for your recently sent documents.

We apologize for any inconvenience. 

Please continue to be patient as we work to complete the verification process as soon as possible.

Rest assured that once your account is verified, your pending withdrawals will be processed as soon as possible.

We appreciate your patience and understanding.

Kind regards,

Royalgame Casino Team

Dear RoyalGame Casino,

Thank you for providing the information. We would appreciate an update upon completion of the verification process, or if any further documentation is required.

Dear All,

We are pleased to inform you that the withdrawal requests has been referring to, has been successfully completed.

Furthermore, we would like to ask you to remain patient as we try to process the new withdrawal submission as soon as possible.

We appreciate your patience and understanding.

Kind regards,

Royalgame Casino Team

Dear RoyalGame Casino,

thank you for your message.

Kindly notify us upon completion of the withdrawal request processing.

Dear all,

Thank you for your patience.

Rest assured, we're taking immediate action and your request is being checked with priority so we can process your new withdrawals as soon as possible.

Best Regards

RoyalGame Casino Team

Dear RoyalGame Casino,

thank you for your message. Is there any new development regarding this case, please?

Dear All,

We are pleased to inform you that all withdrawal requests have been successfully completed, and there are currently no pending payouts awaiting processing in your account.

Kind regards,

Royalgame Casino Team

Thank you for the update, RoyalGame Casino.

Ollikainen, could you please advise if you have received the payment?

Dear Ollikainen,

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.

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,
Katarina
Casino.Guru