The player from Switzerland has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet.
El Royale Casino - Player’s withdrawal has been delayed.
Amount: $940
El Royale Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
From a deposit of around USD 60 I won around USD 1,500 via the Big Jackpot at Cash Bonanza 3. The casino advertised no limits on winnings and it was extremely slow/lagging on verification. The payout also took 3 weeks with about 10 emails and ended up with only 300 of almost 1400 USD being paid out. To this day I am waiting for the final payment of almost 900 USD, which is now being processed in the system again after I requested it more than 1 week ago. Nothing happens 🙁
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1 year ago
Dear hugbearli,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
Hello,
Today I was only paid a partial amount of 300 USD again and over 600 USD are open.
Please check my account briefly and pay me the full profit after almost 2 months 🙁
Thanks
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1 year ago
Thank you, hugbearli, for the update. Could you please advise how many days ago you received your last payment?
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1 year ago
Translation
Hello 🙂
That was 3 days ago. I had requested the over 920 USD and got this 300 - the rest was credited back to the account as a credit. Unfortunately, I didn't find any indication that you can only pay out 300 USD per month, for example, and I think that's very little.
Thank you for your great service here 🙂
David
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1 year ago
It is not ideal, I absolutely agree. Have there been any developments since our last conversation, please? Have you received any other payouts?
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1 year ago
Translation
Unfortunately I didn't receive anything else 🙁 You may be able to point out (as with other casinos) that there are extremely low payout limits here 🙂
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1 year ago
Thank you very much, hugbearli, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Dear hugbearli,
This is Tomas and from now on, I will be taking care of your complaint. Please, could you update us on your current situation? Have you received the rest of the payment already?
In case you have not, can you specify the missing part from the whole payment, please?
Thank you.
Best Regards,
Tomas
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1 year ago
Translation
Hello Thomas,
Thank you for your commitment 🙂 Attach 2 screenshots, originally it was 1300 USD and the payouts are extremely slow and are shortened each time with the justification of any payout limits 🙁
Warm greetings
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1 year ago
Thank you hugbearli for your reply and for the attachments.
I will contact the casino now and try my best to resolve the issue as soon as possible.
Dear El Royale Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Tomas
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1 year ago
Translation
Dear CasinoGuru team,
after I always (3x in 2 months) received such mails
finally something happened one day after your mail to the casino and the remaining amount was paid out! 🙂
Thank you for the great service you offer here! 🙂
David
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1 year ago
Dear hugbearli,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your 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.
Kind regards,
Tomas
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