El Royale Casino - Player’s criticizing a complicated and lengthy verification process.

this casino easily takes money with little to no verification.

Then in order to cash out, you have to place phone calls, verify your card over the phone, verify you e-mail,

submit photo copies of your drivers license, credit cards, & fill out paperwork to print, sign, & return via e-mail.

once all that is done, you have to wait several days to be validated, then your withdrawl is up to the discretion of the cashier. in total this could take several weeks to get approved to withdraw.

GOD FORBID you touched their bonuses... youll never see your money.

and on top of the card info, they want all your sensative bank account routing numbers which has no relation to pushing the funds back on your card.

This is robbery. I may contact a lawyer.

Dear Ryan,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I'm cooperating fully with the casino. All documents have been submitted.

There is no need for all these steps. Many other companies provide secure refunds other ways.

Also your bonus program is a scam and your staffing refuses to answer clearly on how it works.

Once you accept it... "you have to wager x35 that amount" before you are allowed to withdraw your OWN money.

I’m sure you understand that I don’t work for El Royale Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ryan,

I looked at your complaint and will do my best to help you. I would like to invite El Royale Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Hello Ryan,

Account validation is a regular procedure required by all online casinos. I am happy to inform you that your account has been successfully validated within the time frames of 2 business days.

You are welcome to contact El Royale Customer Support if you have any questions. 

Regards,

El Royale Casino Team

Dear Ryan,

your account has been successfully validated. Can I consider this case as resolved?

Dear Ryan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.