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

El Royale casino is the biggest rip off.. Try to cash out.. if you spend $2000 they might send you $150 after a FEW weeks.. They still owe me $1500 and refuse to pay.. "it must have got lost" I will need your bank statement to see if you got it" bla bla bla.. They will keep having excuse after excuse why they don't pay you.. If you try to email them, they will respond once a week with an excuse. I'm pretty sure there i one person working in payouts 2 hours a week.. DON'T DO IT!!!! you will be sorry.. I have been waiting over a month for a $600, $500 and $374 payout

Dear Kenneth,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed the KYC verification? Do I understand correctly that you’ve already received one withdrawal?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Additionally, if the casino is asking for a bank statement as proof, please provide it as soon as possible. Casinos often ask for it in situations like this to make sure, you truly haven’t received your withdrawal.

Looking forward to hearing from you.

Best regards,

Kristina

I have been verified. I have received small payments in the past. Small payments because i am still trying to cash out on the last payment request which was $2400, they rejected that and send say they sent a payment of $600, never received it, so the next week i try to cash out at the remainder and they sent $500.. Never received it. Then i proceed with the remainder and they said they will only pay me $400, which i did receive.. This is the second time i have sent in bank statements.. The first time was for the $600, $500 and $400 and all they paid was the $400.. i have emails to prove it and print screens of all my requests and what they felt like paying me and what i actually got. They are a ripoff, i just resent bank information AGAIN.. last week..They are receiving them, just dont want to pay

Thank you very much Kenneth for your reply and emails. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Kenneth!

From now on, I will try to help you with your situation. I would like to invite El Royale Casino into this discussion and participate to resolve this issue.

Hi Martin, they had said they resent it, but they always do and i dont get it, i will let you know in a few days.. I dont know if Guru had anything to do with it, but if i get it, i will let you know.. Thanks

Hello Kenneth,

Thank you for your feedback. I’ve contacted the casino representative in order to look into the matter for you. I would like to outline that the company is always trying to distribute the payments in a timely manner and most likely some minor misunderstanding took place.

I’ve been informed that the company has changed the payment solution which is not working with some of the banks &/or types of accounts opened at specific banks, therefore, some of the payments were returned back to the solution. The Billing representative has requested BTC wallet in order to make sure all of the missing funds are received by your side as soon as possible. Unfortunately, you didn’t have a possibility to have the funds processed through BTC, therefore, the Billing team worked on accessing a different payment solution to process the funds successfully.

I’ve been notified that only payments from 10/28 & 10/21 in the total amount of $1100 have not reached the recipient, therefore the team has initiated the transfer of this amount through the alternative solution. The official confirmation has been sent to you through email by the Billing representative.

I can suggest contacting the Billing representative directly so that he/she can identify the payments you are referring to & successfully process it through the alternative payment method.

Regards,

El Royale Casino Team

I will inform both of you if and when the $1100 has been deposited into my account.. thank you for looking into this matter. Unfortunately, it sounds to me i will have to stop using this casino because they seem to use bitcoin the most and i am not comfortable using this as i know nothing about it, and it seems like a lot of work and follow up just to send it to an account that El Royale has as a payment method.

Ken

Dear Ken,

I will be awaiting your confirmation of the received payment, I hope it will reach you soon.

Hello, all monies have been paid.. Thank You very much!

Ken

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.