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

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.

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

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

Dear temeee,

Thank you for reaching out to us.

We would kindly like to apologize for the delay in your case.

Please be informed that your request has been forwarded with priority and you will be contacted as soon as possible with further information.

Thank you for your patience and understanding.

Kind regards,

RoyalGame Casino Team

Dear temeee,

Thank you for your patience.

We are happy to inform you that your account has been successfully verified and your payment has been complete.

We thank you for your cooperation.

Kind regards,

RoyalGame Casino Team

Dear temeee,

can you please give us an update? Have you received your withdrawals?

The money has arrived, thank you for your cooperation!

Dear temeee,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru