Wins Royal Casino - Player’s withdrawal request is delayed.

I would like to share my experience with Wins Royale, where I’ve been waiting for my first withdrawal since August 7, 2025, without success.

I deposited €250 and after a certain time I requested a withdrawal of €1,000, which is the stated daily limit. There are still €1,461.34 left in my account. My account is fully verified – all necessary documents were uploaded and accepted.

Since then, the withdrawal remains pending. Every time I contact live chat, I receive generic responses like "please wait" or "your withdrawal is being processed." The agents always tell me they can’t do anything and ask me to contact the support team via email. Sometimes the live-chat starts ghosting me and does not even respond, despite of being very friendly most of the time.

I followed that advice and sent five emails already, none of which have received a reply to this day. It’s been almost three weeks, and no progress has been made. The lack of transparency and communication is extremely frustrating.

This was supposed to be my first-ever withdrawal, and I’ve done everything by the book. I have never experienced such delays at any other online casino.

I am posting this complaint in the hope that Wins Royal will finally take responsibility and process my withdrawal. If not, I would strongly advise other players to stay away from this site until the situation improves.

I have attached screenshots to demonstrate the situation.

Best Regards

Hello,

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 that I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you for your message.

Yes, I have completed the full KYC verification process. Without completing it, I wouldn’t have even been able to request a withdrawal in the first place.

A small part of the total amount comes from the casino welcome bonus, which I used at the beginning to play some casino games. I successfully met the wagering requirements.

However, the majority of my winnings comes from sports betting. I placed around 24 bets in total, which significantly contributed to the current balance.

Please let me know if you need any further information or documentation.

Best Regards

Thank you for your patience throughout the complaint process.

Please understand that if your winnings come mostly from sports betting, the casino may have detected certain activity that led to the decision to delay your payment. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika