The player from Italy had requested withdrawals totaling €1500 from Royal Game online casino three weeks ago. Despite having previously made successful withdrawals, she had not received any funds after 16 working days and had received vague responses to her inquiries. With the assistance of the Complaints Team, her withdrawals were credited within two days following their intervention. The issue was marked as resolved, and the player expressed satisfaction with the outcome.
RoyalGame Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
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 14/15/16 February I requested three withdrawals of € 500 for a total of € 1500 but after 16 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 have 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.
- When exactly did you make the last successful withdrawal and how many days did it take to be processed?
- 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 my last withdrawals were made on 19 20 21 January they were three withdrawals of 800 euros for a total of 2400 and they were credited to me after 17 working days. IN this platform I was not asked for KYC verification, and my winnings were made without using bonuses thanks.
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1 year ago
TranslationGood morning I am happy to inform you that my withdrawals of 1500 euros with your collaboration in just two days have been credited to me today the complaint has given a positive outcome thank you very much thank you
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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
