The player from Germany had waited for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player’s account had been fully verified, and the issue involved a time-sensitive bonus related to the withdrawal. We had advised the player to be patient and wait at least 14 days for processing, as delays could occur due to verification or high withdrawal volumes. The player later chose to withdraw the complaint after losing the funds through further gambling, and the complaint was closed as no refund or intervention was possible.
RoyalGame Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €1,000
RoyalGame Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
I was offered a bonus if I play for 10,000 euros.
(My balance at that time was €33,000 and a few euros, winnings from my bets and wagered money, excluding bonuses.) I was told I could withdraw twice the usual amount for 72 hours (normally €500 per day). I did this, and I've attached screenshots of the email contact. On the 22nd, I requested €1,500, which is currently in the queue. The 72-hour period has now been closed since Wednesday, so I can't withdraw the money as agreed.
Keep in mind that the casino processes transfers in real time! I'm not getting any further response.
Okay, I understand it's Christmas. But they could have sent it earlier.
Amount in dispute from Monday, Tuesday and Wednesday: 1000 each, then
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear myriem25,
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
Public
Public
2 months ago
TranslationHowever, this is a bonus that only lasts 3 days for withdrawals. And my account is fully verified.
This is not about normal payout levels.
Edited
Automatic translation:
Public
Public
2 months ago
TranslationI have many screenshots of the email correspondence with the VIP manager (that there was one), but unfortunately I can't upload them here. I would have converted them to PDF as well.
Automatic translation:
Public
Public
2 months ago
TranslationHow can I forward the emails to you or add them here without having 100 separate ones?
Automatic translation:
Public
Public
2 months ago
Dear myriem25, you can forward the email correspondence to attila.g@casino.guru.
Public
Public
1 month ago
Dear myriem25,
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
1 month ago
TranslationI would like to withdraw my complaint. The casino hasn't changed anything. In the meantime, I've gambled away all the money on my player account and lost everything because I haven't won a single game.
Since there's nothing left, the complaint won't help me anymore. Should I click "Problem solved" to close it?
greeting
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
TranslationSo there were only tiny amounts to be won and no other chances, no matter what I bet, it all went away. I'm not used to it being this extreme, but that's how it is now.
Automatic translation:
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear myriem25,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
Public
Public
1 month ago
Dear myriem25, thank you for your reply.
I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be closed. 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.
