RoyalGame Casino - Player's withdrawal request is delayed and declined.

Dear Guru,

Royal game do not payout at all. There is a withdraw limit of 500€ and they leave it pending on my casino account for weeks then decline it asking to make another request and then the same again so i have had 500€ pending to my card since the 4th Jan. I keep going in the chat and verification and they say nothing required only that its been escalated to the team and they then cancel that they have problems with payment provider and ask to submit again. This has been constant and they will not resolve it. I am forever withdrawing and they decline after leaving it weeks on processing stage. My account is perfectly fine for all payments.

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.

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.

• Is your account currently accessible to you? Can you log in?
• Have you made any previous successful payouts from the casino?
• Could you please confirm that you passed account verification in the casino?
• Did you achieve your current balance with the help of a bonus?
• Have you been offered to use any alternative payment methods in order to withdraw your winnings?
• 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

Dear WheeelyP1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of WheeelyP1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Hi Tomas,

The casino you are lucky if they pay 500€ per month. They say delays everytime. 4th Jan withdrawal they paid on the 12th February and still not paid the 500€ i withdrawn on the 17th February. Think they just sent a robot email.

Is your account currently accessible to you? Can you log in? Yes

Have you made any previous successful payouts from the casino? Yes

Could you please confirm that you passed account verification in the casino? Not required they say

Did you achieve your current balance with the help of a bonus? Yes

Have you been offered to use any alternative payment methods in order to withdraw your winnings? No

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

Dear WheeelyP1,

Kindly share the communication between you and the casino regarding the delay, or share any supporting evidence of the incident with me.

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

They gave a payment now waiting for the next one.

Hello WheeelyP1,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear WheeelyP1,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments. If you believe our intervention is necessary, the information I requested earlier will be indispensable for us to act on your behalf.

Looking forward to your reply.

Dear WheeelyP1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru