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

Hello.. On July 12th I sent my documents to get verified at El Royale Casino.

They sent a reply(attached) that stated they head received them and I needed to make a deposit for them to verify me. I always send my documents a week or so ahead of making a deposit, mainly so they can't do crap like this. Their Terms and Conditions don't say ANYTHING about having to make a deposit before getting verified. So fast forward to yesterday, I made a small deposit. Won all couple hundred dollars and went to go make a withdrawal, and there's a message saying I can't make a withdrawal because I'm not verified. SO HERE WE GO AGAIN WITH THIS CASINO. I email them asking why it says I'm blocked, they reply with they only received them and they couldn't verify them until I made a purchase. Meanwhile, I get another email from someone else telling me I had to do a phone call verification. No problem.. She calls... Answer all her questions. She says everything is good to go and I'm verified.

However, the email I received after that says I have to send another ID picture because because mine has a chip in the corner of it. Also.. They want me to fill out a verification form with all my banking and credit card information? I don't have either of those. I use bitcoin and that's it. 

One lady said I was verified, there email says otherwise, and that they couldn't verify me until I made a deposit.. Which again.. Is NOWHERE in they're Terms and Conditions!

Completely stalling and not following their own T&C. I thought this was a decent Casino, but I guess they all lie and do whatever it takes to not payout.

Could you guys please help with this issue? It's only a few hundred bucks I have in there, but I want to withdrawal it and they won't let me. 

Thank you for your time and please let me know if you need anything else from me. 

Regards, 

Greg. 

Dear gpro54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

I completely understand the the importance of KYC. There's no nees

Sry.. Got cut off on my last reply.

I completely understand the importance of KYC. There is no need to give them a week or however many days.

I sent my documents to get verified!

Within an hour I got a reply saying they received them and I'll be verified when I make a deposit.

Doesn't say ANYTHING about that in their T&C. If it was important, or it's something they regularly do.. It would be in their T&C.

A couple weeks later I made a deposit. Went to the make a withdrawal and it's blocked by a message saying I'm not verified. I contacted Live chat and they said they had to call me to get verified (also not in their T&C) they went ahead and called.. Answered all the ladies questions and she said I was good to go.

That still didn't work. Emailed their support. They sent me a reply saying.. I needed to send a new ID picture because mine had a chip in it. I've used it a 100 times to get verified.. Have never had a problem.

They also said I had to fill out a Verification form with all my banking and credit card information??? I don't have either one of those and deposited via bitcoin.

The reason I send my documents way before I deposit is so I don't have to deal with this crap! They DON'T take it serious and it's a VERY simple process. They're just delaying. The reason I know that is because they're asking for stuff not even in their T&C.

EVERY TIME I go make a withdrawal it's always something.

I have provided them everything I was supposed to. Can you please see if they're going to be honor or there own T&C??

Please let me know if you need anything else from me.

Regards,

Greg

Hello.. I was checking to see see if anyone was working on this by chance?

Thank you very much, gpro54, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi gpro54,

I've just reviewed your case and fully understand your concerns regarding this problem with the withdrawal. I'll try my best to help you by contacting the casino.

Dear El Royale Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the case? Can you please specify if there're any documents missing from the player or if there're any other reasons to not verify his account?

Looking forward to hearing from you.

Regards,

Natalia

Hi gpro54,

I've been informed that your account has been approved and you are welcome to request your payment.

Please let me know if you need any additional help.

Regards,

El Royale Casino Team

Thank you all for your your quick resolution if it is really works.

I'll be let you know

Dear El Royale team, thank you for the fast checking!

Dear gpro54, I hope that your winnings are already on the way to you, but please keep in mind that it can take a longer time till you get your money so let's be patient. I'll set the timer for 7 days for you, please let me know as soon as there're any updates.

Best regards,

Natalia

Tools much time! Geez. Lol

Their wirhdrawl page says within 3 days.

I'm confident they will get it paid ASAP

Do whatever you think.. But I'll let you know as soon as it's paid.

Thanks again for all the help!!!

Regards,

Greg

Dear El Royale team,

I have checked with your live chat several times and they keep saying I've been paid, but nothing has been sent to my wallet. See attached. Your withdrawal page says 3 days and your live chat says I've been paid, but I have no funds.

Could you please check on the status of this payment.. Don't know if something is wrong somewhere.

I would REALLY appreciate the help as I could really use this withdrawal.

Thank you,

Greg

Hi gpro54,

As per your post on our forum (https://casino.guru/forum/casinos/el-royale-casino---general-discussion#post-29156), I'm glad to hear that you finally have received your winnings from El Royale casino, so I'll close your complaint as resolved.

Thank you for using our complaints resolution center! I hope that you won't experience any such issues in the future, but in case of any problem with online casinos always feel free to contact us and we will try our best to help you!

Best regards,

Natalia