El Royale Casino - Player’s highly dissatisfied with a long verification process.

My issues with El Royale casino was about their cashing out or withdrawal processing. I started playing because on their site it says pay out process will take 3-4 business days but that wasn't the case. I played for more than a month with their live game and I thought I was impressed, Even though I never had the chance to withdraw my winnings because I ended up losing, but it was ok it's a part of the game. And then I get curious about their withdrawal processing and I thought to myself, before I would make any deposit and start playing again I want to make sure that I would be able to withdraw my winnings. Then I started gathering all the necessary documents like my ID my Debit card that I used to make deposits copy of my proof of address bank validation form etc. I sent it to validate@elroyalecasino.com. it took them 2 weeks before they responded when they said on their site it will only take 72hrs to validate. And what made it worse was they want me to send them another copy of my bank information which I already sent together with all the necessary documents according to their website. And they said my bank seem not allowing wire transfers. They want me to send them a different debit card or bank account. It doesn't make sense because that was the bank and debit card I used to deposit money to play, how doesn't my bank allowing wire transfers while they allow deposit? And even if I send them a new bank account that means I need to wait for another 2 weeks for a response. if I'm lucky I'll finally get my validation and approval from their account validation department? I've been gambling for more than 20 years I don't mind losing sometimes because it's a part of the game, but playing with this online casino ( El Royale) is like your gambling on a sucker bet where winning is like 200 to 1 .

Dear Declan, 

Thank you very much for your feedback. Please understand, that a variety of the payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence. Some payment methods are available exclusively for deposits or withdrawals, some for both.

I would recommend sharing your experience in our Forum https://casino.guru/forum, where it will be accessible and visible for more of our visitors. Please let me know if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,

Kristina

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.