The player from Italy faced withdrawal problems with Royal Game online casino, having requested three withdrawals totaling €2400 on January 19, 20, and 21, which remained uncredited after 17 working days. Despite her attempts to get clarification, the responses from the casino were vague, prompting her to file a complaint. The issue was resolved successfully, and she received the three withdrawals. The complaint was marked as 'resolved' in the system.
RoyalGame Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €2,400
RoyalGame Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
Hello, I am contacting you because I am having withdrawal problems with the Royal Game online casino. After a win on the platform I made the first withdrawals and they were regularly credited. On 19/20/21 January I requested three withdrawals of €800 for a total of €2400 but after 17 working days I have not yet received any credit despite the various requests from me. Their responses are always vague and after all this time passed I decided to contact you for a complaint. I am sending you the photo of the pending withdrawals and the chat conversations as an attachment. I await your response, thank you.
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1 year ago
Dear giovi58,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have made successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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1 year ago
TranslationGood morning, yes, after winning on the platform I made withdrawals that were regularly credited to me; on this platform the KYC verification was not requested; I confirm that I made the win without using an active bonus. Thank you, I remain available for further clarifications.
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1 year ago
TranslationHello, today I received the 3 withdrawals from Royal Game. The complaint was successful, thank you very much.
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1 year ago
Dear giovi58,
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,
Kristina
Casino.Guru
