El Royale Casino - Player’s withdrawal has been delayed.

I submitted my BTC withdrawal a week ago, 5 business days. As per the casino website, BTC withdrawals take 1-3 business days to complete. I spoke to multiple representatives, all of whom were changing the story and saying it would be completed on certain days, but in fact it could take up to 5 business days. No where on the website, terms and conditions does it say 5 business days! My request is still categorised as "requested" on the 5th business day, no one has even began to look into it yet! I rang the casino this morning, and the representative was rude and tried to get me off the phone. Everyone that works there is vague, doesn't know how to answer questions. I even had one person tell me it was approved, but then changed their answer once i had sent a screenshot of the unactioned withdrawal! I have asked them for some evidence or accountability but no one will help me. I have followed the wagering rules and requirements and i am worried they will not release the funds to me.

Dear Mcowled97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you confirm that this was your first attempt for a withdrawal? Did you pass the KYC verification?

I checked the casino’s General T&Cs (https://elroyalecasinobonuses.com/terms/) and I found this:

„3. To provide our Billing department with all the necessary data, we require Customer identity validation before the winnings can be distributed. During this procedure the Customer should provide the following documents to validation@elroyalecasino.com:

Proof of identity (driver’s license, ID, passport).

Both sides of the credit/debit card(s) used for depositing. We only need the 6 first and the 4 last digits of the credit card number. The CVV and the intermediate digits of the card number can be hidden.

Proof of address (Utility, Medical or Delivery Bill or any official document with full name, address, and date, provided it has been issued within the past 2 months).

Account Validation (containing Credit Card Validation and Banking Validation)"

Before we move forward with this case, I would like to ask you to forward any relevant communication between you and the casino to kristina.s@casino.guru.

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

Best regards,

Kristina

Dear Mcowled97,

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.