RoyalGame Casino - Player's withdrawal is delayed due to verification issues.

Hi,

The casino has accepted the documents, but there are problems verifying the passport selfie. The selfie photo did not fit on their casino page in my profile, so I reduced the quality by taking a screenshot of my own photo. This did not go through because the photo has to be original.

Well then they advised me to send the picture via email and that's what I did. They complained again that the picture had to be the original. I think I sent the original, but it could be that there was an accident and the screenshot got retaken. Well, nothing wrong with that, a new picture and sending it via email again. Now it should be the original picture.

It's already been over a month since they checked this, just one selfie? Customer service just keeps saying it's being checked. In practice, my withdrawal has been stuck for four months since I won.

At this point, it feels like they're just playing for time until the winner, i.e. me, gives up and the money stays there. Can you help? Thank you.

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Hello,

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 list which documents you already provided to the casino other than the selfie?
• When was the last time you were in contact with the casino support regarding the status of your verification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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,

Tomas