Wins Royal Casino - Pelaajan kotiutus on viivästynyt yli kuukauden.

Hello,

I would like to file a complaint against WinsRoyal Casino because my withdrawal has been pending for a very long time and I can’t reach anyone from the support team.

My withdrawal request has been pending since October 11, 2025. My first two withdrawals also took around 3–4 weeks, so I tried to be patient, but this time it has already been much longer.

Since the beginning of November, the live chat has been completely offline, and the email support is not responding either. I still have a pending withdrawal and additional money on my balance that I cannot withdraw because of withdrawal limits.

My account is fully verified.

I also noticed that the same operator recently launched another site, arcticwin.com, and that platform shows the same problems with no working live chat.

In addition on my balance I also have 950,00€, but I can not withdraw them because of a withdrawal limit of the first one.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi,

My first withdrawal request was submitted on September 4, 2025 and completed on September 27, 2025. The second one was created right after that, on September 27, and processed on October 6, 2025.

After that, I made a new deposit to claim the third welcome bonus. Part of my current winnings came from that bonus, but I continued playing with real funds after the wagering was completed, so a certain amount of my balance is purely real-money winnings.

Unlike in September, I can’t reach anyone now. The live chat support has been offline since the beginning of November, and there has been no reply by email either. Earlier before in September they were telling me just that´ it is in queqe or something with delayed bank payments, but my withdrawal is in Crypto currency this time so this does not really make sense. The only visible change in November was that the Halloween layout was removed from the website. I also received one newsletter email earlier this month, but the News section and the Telegram page have been completely inactive as well.

Best regards

Today, I have received a response in the live chat after trying to connect almost every day. However, it was just a generic message, and my original question about the pending withdrawal was not addressed.

Right after receiving that email notification, I immediately joined the live chat again — but of course, it was already offline once more.

Update: I have received an answer, but once again 11 days later and I had to post this complaint. Let‘s see how it goes now.

At least it’s a small sign that someone might still be working there.

Maybe since November 1st there simply hasn’t been any active support staff, which would be quite unprofessional.

I’ve attached screenshots 

Dear LeonLes27,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear LeonLes27,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Wins Royal Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Wins Royal Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Updated Status for Casino Guru

Hello, here is another update regarding my case with WinsRoyal:

My withdrawal has been pending since October 11, so it has now been almost six weeks.

On November 11, the casino told me in the live chat that I would receive my withdrawal within one week.

This timeframe passed without any payment.

After I contacted them again, I received a short email saying they would send the withdrawal "as soon as possible", but with no specific information.

On November 20, I received another message saying that my case had been forwarded to the finance team, and that I would receive an update by email.

Since then, no update has been provided, even though several more days have passed.

Regarding communication:

The live chat is usually since offline since November and cannot be used.

They do respond via email, but the replies appear to be generic/templates, mostly not personalised answers to my questions.

I have contacted the casino again today.

The complaint here on Casino Guru remains open, and I will update again as soon as I hear anything new.

Thank you for continuing to follow this case.

Dear LeonLes27,

Thank you for your continued cooperation.

We are still trying to get in touch with the casino regarding your case and will update you as soon as we receive a response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear LeonLes27,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi