The player from Germany faced a verification issue as the casino demanded pictures of her credit cards' front and back to proceed, despite her having already provided ID and debit card information. This requirement blocked her verification efforts. We intervened by communicating with the casino to clarify document requirements and encouraged the player to submit the requested official card ownership confirmation in PDF format from the Revolut app. After the player provided all requested documents, including the credit card images, the casino verified her account and began processing withdrawals. The player received multiple payments totaling €1,500 in installments, and the casino confirmed her account verification, although the account status display remained unchanged. The complaint was resolved once all verification issues were cleared and withdrawals resumed without further problems.
RoyalGame Casino - Player’s withdrawals are delayed due to verification issues.
Case closed
Amount: €20,000
RoyalGame Casino
Safety Index:Above averageCase summary
After several withdrawals, the casino now wants verification. No problem. But they insist on pictures of my credit cards, front and back. Otherwise, they won't accept it. I've provided all my ID and debit cards. But without the front and back of all my credit cards, they won't verify me. The casino could, for example, require me to complete a PostIdent verification to confirm my identity. But they won't do that. How can you help me?
Further withdrawals are therefore now blocked. Incidentally, I made the last deposits from my regular Sparkasse account and was able to receive the withdrawals there as well!
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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
Exactly. For one thing, I have it virtually on my phone, and no app lets me take screenshots. Second, if I also show the three-digit code on the back, they might somehow try something with the card. I used this card at first. Now I only use bank transfers. No, not with a bonus.
How can I get a screenshot of the virtual cards?
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.
- Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?
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.
No, the casino has been verifying my address for two days. I've entered everything correctly and sent it to the casino. Every time, they ask for another verification, even though they already have EVERYTHING. Withdrawals are still blocked due to verification. They're just stalling me.
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.
The casino does not accept my ID card with a valid address as address verification.
I'm currently on vacation, and the casino wants a certificate of good conduct to prove my address. In Germany, a national identity card is sufficient proof of address!
Gas and other bills are all in my husband's name, so that wouldn't be valid as proof of address. My ID card, however, would be. Which the casino doesn't accept.
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.
I sent you the top part of my bank statement. I'm surely not required to disclose or show you the payments on my statement. That's why I sent you the part with my name, address, and the date.
And why not digitally? I do online banking, after all! There are simpler and faster verification methods! In my opinion, this is just stalling...
Dear Myriem25,
We kindly ask you to upload your Proof of Address (POA) document in its original PDF format. Please note that we cannot accept modified images or screenshots.
Thank you for your understanding and cooperation.
Best regards,
Royal Game Casino.
Then they must offer, for example, online live verification through the post office or PostIdent!
Dear myriem25,
Thank you for your cooperation.
We kindly ask you to provide a government-issued identification document, such as a passport, national ID card, or driver’s license. This type of document is issued by an official government authority and is used to verify your identity.
Please upload your Proof of Address (POA) document in its original PDF format. Please note that we cannot accept modified images or screenshots.
Best regards,
Royal Game Casino.
The verification process has been underway for weeks. Now the casino is requesting something else.
Another "required" item keeps arriving even though I've already sent everything!!!
I had already uploaded an original confirmation from the bank and the card itself as a PDF, which the bank had provided, as part of the document they're now requesting. Now the casino wants proof of this card through their wallet. Why? They're just messing with me!
Furthermore, these things will of course not be released by the wallet as screenshots!!
Dear myriem25,
Thank you for your patience.
We would like to inform you that all of your documents have been accepted.
We only require one additional item: a photo of the credit card ending in 3075 , both front and back, showing the name and the visible card numbers.
Best regards,
Royal Game Casino.
I have sent you the requested image, and this must now be the last one for verification.
This is the last thing the casino wanted. I have now submitted everything.
I also need my ID, proof of address, and confirmation that I own my cards! Now I demand that the process be completed and that nothing else be requested. And please release the account so that I can withdraw my winnings.
The casino is now insisting on it. However, this card is virtual and only shows my full name, card number, and expiry date – no address. But I've already sent confirmation of this card from my bank, including my address, etc.! That's enough!
The casino is stalling me and won't give me the verification.
This is a confirmation from the bank; this card is virtual and there's nothing else on it. Why is something new always being requested even though I've submitted everything correctly? Withdrawals of my winnings are still blocked.
I have sent this confirmation to the casino for the second time. They refuse to activate my verification.
Dear myriem25,
We are currently reviewing your case with the relevant department. Please be patient, and we will notify you as soon as we have any updates.
Thank you for cooperation.
Kind regards,
RoyalGame Casino.
Dear myriem25,
Thank you for your cooperation.
We kindly inform you that we still require ownership confirmation for the card ending 3075. This document must be the official card ownership confirmation available for download directly from the Revolut app in its original PDF format.
The most recently provided file is a bank account ownership document, which does not meet the requirements.
Kindly upload the correct PDF so we can proceed.
Kind regards,
RoyalGame Casino Team.
They mean that so they can continue looking for other things to avoid giving me verification.
You need confirmation to verify my identity. I have provided you with everything you need for this!
They won't verify me.
Dear myriem25,
I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.
In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.
I have already received payments and have provided bank statements as proof, also for verification purposes.
No! Those were different people before the verification request!!!
This must be the last thing they ask for!!! Please confirm! Do you have my address, bank account details, etc.?
Dear RoyalGame Casino representative,
could you please confirm whether the player’s account is fully verified? The player has provided a screenshot showing that their account is still marked as unverified in the profile section.
And I have submitted my personal ID, proof of address, account confirmation, and card verification – everything properly. There is no reason why it is not verified.
Dear Myriem25,
Your account has been verified, and the relevant department has informed us that your withdrawals have been paid out. We will look into this matter further and update you accordingly.
Thank you for your cooperation.
Kind regards,
RoyalGame Casino.
Thank you very much.
Yes, one withdrawal was processed immediately on the same day. The other requested withdrawal (because you can request 500 every 24 hours) is still being reviewed, even though it's all from the same bank and my account is verified.
Today I received my next payment of 500 euros. Thank you very much!
Today I received a total payout of 1500 euros, thank you very much.
And the casino has confirmed that my account is verified. I'm so happy that it finally worked out, thank you so much!
Dear myriem25,
thank you for the update. I´m glad that you have received the funds and please keep us updated of any new development.
My account has only been confirmed in writing here that it's verified. Nothing else has changed on my account. But withdrawals are working perfectly and without any problems.
Dear myriem25,
thank you for keeping us updated. Please keep us informed when you receive more funds.
I received payouts yesterday and today. I can request a withdrawal of €500 every 24 hours and receive it without any problems.
Dear myriem25,
thank you for the update. What is the current pending balance?
I can no longer watch or play since this morning
€42,763.56 won without bonuses. Only through deposits and gameplay.
Every 24 hours I can request a withdrawal of 500 euros, and sometimes they send 1000 in one day, another time 500, and then 500 again the next day. But everything is always in order.
Dear myriem25,
thank you for the update. Please keep us informed of any new development.
Hello, since this week there have been problems with payouts. Everything was working perfectly and quickly before.
Dear myriem25,
thank you for the update.
Dear RoyalGame Casino,
what is causing the delay in the player’s withdrawal?
Furthermore, my player account has still not been changed to verified.
A casino employee confirmed here that my account is verified.
Furthermore, my player still hasn't been changed to verified.
A casino employee confirmed here that my account is verified.
The 500 euros from December 8th arrived about 30 minutes ago.
I just received the remaining payments I had requested. Thank you very much.
What I have in winnings in my player account?
40,200 euros
Today I received another payment of 1500 euros in installments of 500 euros.
Dear myriem25,
thank you for providing the information. Could you please confirm what the initial win at the casino was?
A few 30,000.
I can't withdraw any more money this month because I'm on VIP 1.
The casino explained to me that this category changes and increases as I play more. I play every day and have remained at 0% since I was verified. Screenshots will follow in the next message.
Dear all,
Thank you for reaching out.
We would like to kindly draw your attention to the following article from our Terms and Conditions:
6.11 – All withdrawals are processed in accordance with our monthly withdrawal limits and take into consideration the VIP status of the customer requesting the withdrawal.
As per players withdrawal limit we cannot proceed with a further payment for this month.
Please advice if we will consider the claim as resolved, as it was related to the verification process.
Kind regards,
RoyalGame Team.
Yes. Because I'm only VIP one, and they won't change that, my payout limit for this month has been reached.
Dear Casino, why has my VIP status remained at zero for 3 months even though I'm playing?
I must be at least 2, maybe even 3. But you're leaving it at zero.
Dear myriem25,
do you consider the case resolved, given that the complaint concerned verification issues? The casino should resume processing your withdrawals in January. If any further issues arise, you are welcome to reopen the complaint, and we will review the matter again.
Yes, dear casino, you are right. This concerned the verification process.
And I thank them that it worked out in the end.
This complaint has been resolved.
Dear myriem25,
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,
Jana
Casino.Guru
