RoyalGame Casino - Player’s withdrawals are delayed due to verification issues.

Das Casino will nach mehreren Auszahlung jetzt eine Verifizierung. Kein Problem. Sie bestehen aber auf Bilder von meinen Kreditkarten, vor und Rückseite. Sonst lassen sie es nicht gelten. Ich habe perso, und bankkarte alles angegen. Aber ohne vor und Rückseite meiner kompletten Kreditkarten, verifizieren sie mich nicht. Das Casino könnte zb ein postident von mir verlangen um mich zu bestätigen. Machen Sie aber nicht. Wie können Sie mir helfen?

Weitere Auszahlung sind deshalb jetzt gesperrt. Im übrigen, habe ich die letzten Einzahlungen von meinem normalen Sparkassen Konto gemacht und auch dort die Auszahlungen hinbekommen!

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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.

• What obstacles are there to providing photos of the credit cards the casino requires?
• Have you used the cards the casino listed to deposit in the online casino? Are the credit cards virtual?
• Has your bank or other institution issued the cards in your name? Which institution issued them?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification issue? Send emails or chat transcripts to my email at [email protected], 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

Genau, zum einen habe ich diese virtuell auf meinem Handy und keine app lässt mich Screenshot s machen.  Zum anderen wenn ich den 3 stelligen Code auf der Rückseite auch zeige,  könnten sie irgendwie was mit der Karte probieren.  Am Anfang  hatte ich diese karten benutzt.  Jetzt nur noch Überweisung.  Nein nicht mit Bonus erhalten.

Wie kann ich den ein Screenshot von den virtuellen Karten bekommen?

Ich habe Ihnen Email s geschickt

Hallo?

Thanks for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

• Do I understand correctly that one of the banks where the cards were issued is Revolut?
• Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?

In the past, players were able to get such confirmation from this particular bank and submit it to the casino.

Please let me know about the result.

Ja richtig eine ist Revolut warum

• Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?

Ja habe es dem Casino weitergeleitet

Thanks for your reply.

Was your most recent submission of the documents successful?

Did the casino conclude the verification process?

Has the casino started to issue payouts to your bank account?

Please let me know.

Nein, seit 2 Tagen überprüft das Casino meine Adresse. Ich habe alles ordnungsgemäß angegeben und an das Casino geleitet. Jedes kommt noch eine andere Überprüfung obwohl sie schon eig ALLES haben. Auszahlungen weiterhin gesperrt wegen der Verifizierung. Die halten mich nur hin

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear myriem25,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RoyalGame Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Das Casino nimmt meinen Personalausweis mit Gültiger Adresse nicht als Adresse verifizierung an.

Ich bin Auch zur Zeit im Urlaub und das Casino will ein Führungs Zeugnis für den Adress Nachweis. In Deutschland gilt Personalausweis für die Adresse!

Gas oder sonstige Rechnung läuft alles über meinen mann deshalb würde das ja nicht als adress Bestätigung gültig sein. Personalausweis von mir allerdings schon. Was das Casino so nicht akzeptiert

Dear Myriem25,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

RoyalGame Casino team.

Dear myriem25,

Thank you for your cooperation.

To proceed with the verification process, we kindly ask you to provide a government-issued document, if no other alternative form of identification is available.

Alternatively, you may submit a bank statement, provided it is not issued by a digital bank.

Please ensure that the document is clear and all details are visible.

We appreciate your prompt attention to this matter and thank you for your understanding.

Kind regards,

Royal Casino team.