The player from Germany had been waiting for his third payout, totaling €1,500, since March and was informed of delays due to other players winning. He still had €2,000 in his account. The Complaints Team initially kept the complaint open while monitoring the situation, but due to a lack of response from the player over an extended period, the complaint was closed.
RoyalGame Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,500
RoyalGame Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Hello,
I've been waiting almost a month for my third payout, dated March 15, 22, and 23, totaling €1,500, with €2,000 still in my account. Every time I talk to the live chat, I'm told to be patient, as many players have won recently and there might be delays.
Automatic translation:
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11 months ago
Dear Melvin18,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have made 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?
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.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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11 months ago
TranslationHello,
So far, I've only been able to request three withdrawals of €500 each, but these haven't been processed yet. KYC verification isn't required. I didn't receive any bonus money either.
Best regards
Automatic translation:
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11 months ago
Thank you for your reply, Melvin18. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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10 months ago
TranslationMeanwhile, after one month, the first 1500 were paid out, but I am now waiting another 12 days for my next payout
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10 months ago
I am happy to hear that you received the first part of your winnings. In this case, I suggest that we give it a few more days. I will keep this complaint open and if you don't receive the rest of your winnings within a week, let me know, and we will intervene. Please keep me informed about any further developments.
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10 months ago
Dear Melvin18,
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.
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10 months ago
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,
Kristina
Casino.Guru
