RoyalGame Casino

Case summary

The player from Finland has been attempting to withdraw his winnings for over two months but is facing verification issues with a selfie of his passport. Despite sending original images as requested, the process has been delayed, resulting in his withdrawal being stuck for four months.

Discussion

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temeee

Bronze

Finland

Public

3 weeks ago

Original

Translation

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.

Automatic translation:

Public

Tomas

Complaint Specialist

Public

3 weeks 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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Tomas

Complaint Specialist

Public

3 weeks ago

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

Edited by a Casino Guru admin

Sensitive attachment

temeee

Bronze

Finland

Sensitive attachment

3 weeks ago

Original

Translation

Hi,

I have already sent them proof of address and proof of identity, as well as payment history from my account for a certain period. These are posted on the casino website, in my profile.

I contacted them on April 22nd, the day I filed this complaint. I went to the chat one last time to ask what the status was, but they just told me the same litany.

I have only had discussions on this topic in chat. There are no email threads other than their request and then the pictures I sent. Can you tell what this picture is when you click on it? This is the last picture I sent via email.

Automatic translation:

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Tomas

Complaint Specialist

Public

2 weeks ago

Dear temeee,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

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Lucia

Casino Analyst & Complaint Specialist

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2 weeks ago

Hello temeee,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RoyalGame Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia