The player from Germany had requested a withdrawal two weeks ago, but despite the casino marking the transaction as completed, the funds had not arrived in his bank account. He had repeatedly asked for clarification but had only been informed that the casino was investigating the issue. The complaint was marked as resolved after the player confirmed that the issue had been addressed satisfactorily. We were pleased to have assisted in facilitating the resolution of this matter.
RoyalGame Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
RoyalGame Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
I had requested a payout, which was processed on October 20th by
The casino transaction was recorded as completed, but unfortunately the money never arrived in my bank account!After repeatedly requesting clarification as to where the money has gone, I have so far only received the information that they are looking into it.
Nothing else has happened since!
Edited by a Casino Guru admin
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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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful withdrawals from this casino before?
Have you passed the full KYC verification?
When was the last time you communicated with the casino regarding the status of your payment? Please forward me the most recent conversation between you and the customer support at [email protected], or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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2 months ago
Translation
I have completed the KYC verification process.
I have also made several withdrawals from this casino, which were credited to my account quite quickly!
I sent the correspondence by email; I think it all arrived.
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2 months ago
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Do you now have all the information you need?
Do I even have a chance of getting the money?
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2 months ago
Thank you for the update. I'm sorry to hear that your withdrawal request got cancelled. Have you submitted a new withdrawal request in the meantime? If so, kindly send me a screenshot of your withdrawal history, showing the current withdrawal requests.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ChrisMei,
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,
Veronika
