RoyalGame Casino - Player's withdrawal is delayed after account closure.

I won €400 at RoyalGame and requested a withdrawal. A few days later, I informed the casino that I was experiencing issues with gambling addiction and requested that they close my account.

On live chat, I was told that they could not close my account directly but that I could send an email to request closure. However, they also informed me that if I proceeded with account closure, all my funds would be lost.

Despite this, I sent them an email requesting my withdrawal along with the closure of my account. My account has now been blocked, but I have not received my €400, even after waiting for more than a week.

Whenever I try to contact their support via live chat or email, they respond that they do not have exact information on what is happening and that my case has been forwarded to the appropriate department. However, no resolution has been provided.

Steps Taken to Resolve:

Contacted live chat support and was advised to send an email.

Sent an email requesting my withdrawal and account closure.

Followed up multiple times via live chat and email, but only received vague responses with no resolution.

I believe this is unfair, and I kindly request your help in resolving this matter and ensuring that RoyalGame processes my withdrawal.

Dear timotej9991,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalGame Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share your account closure/ self-exclusion requests sent to the casino and the casino's responses to support your complaint?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

I forward it to your email

Thanks for your patience.

• Did the casino proceed to close your payer's account since your request was made on March 2nd? When exactly?
• Did the casino process your withdrawal?

Please let me know about any updates.

Dear timotej9991,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.