Realz Casino - general discussion (page 2)

Casinos use this practice of failing to meet the deadlines stipulated in the terms and conditions for withdrawals; sometimes they even cancel withdrawals, claiming that the payment provider is experiencing issues, and other times that there is a high volume of withdrawal requests. I’ve noticed that the casinos that do this are the ones that offer the most bonuses, knowing that by delaying withdrawals, players run out of money to deposit at other casinos—and this causes players who don’t want to stop playing to cancel their withdrawal requests. So if you play at casinos that delay withdrawals, you have to file a public complaint and wait 14 days. As you said, it’s a common practice, but have you noticed that the ratings for these casinos that delay withdrawals are actually quite high?

I think a 14-day public complaint is too long to wait; it should be based on the casino’s terms and conditions regarding withdrawal times. If the casino promises to pay within 3 business days, the complaint period should be 3 business days, not 14 days.

I understand your point. However, we have established procedures that we’ve followed for quite some time, and I believe three days is too early for us to step in.

There are many reasons why a withdrawal might take longer, and some of them are perfectly legitimate. For example, the delay could be caused by a payment provider or something else outside the casino’s control. That’s why I don’t think submitting a complaint after just three days is necessary.

Of course, casinos shouldn’t deliberately delay withdrawals, KYC, or similar processes. At the same time, it wouldn’t be sustainable for our team to get involved as soon as any delay occurs. Players often receive their money within a week, for example, and the issue gets resolved without our intervention. Asking for a little patience in those circumstances seems reasonable to me.

We’re open to improving our procedures when a change makes sense, but I don’t expect this particular approach to change in the near future. I believe the current process is reasonable, and players who aren’t comfortable with that timeframe are free to seek help elsewhere.

We do our best to help everyone, but we also have a limited number of complaint resolvers. They simply can’t respond to every case immediately. Our process is set up this way for several reasons, including giving issues a chance to be resolved and allowing our team enough time to handle the cases that need our help.

Hi Jaroslav, given the limited number of people and the fact that it’s a free service, a 14-day wait is understandable, but I still think that if the casino promises to pay within 3 business days, we could file a public complaint within 3 business days, and if the casino explains the delay, we’d have a benchmark for which casinos take the longest to process withdrawals. As for looking for another place to file a public complaint—if such a place exists—I’ll file my complaints there as well.

Players can submit a complaint with us at any time, even on the first, second, or third day after requesting a withdrawal. That’s entirely up to them. However, our team would still wait until at least 14 days had passed since the withdrawal request before contacting the casino.

So it’s not that players have to wait 14 days before submitting a complaint. Some initial questions can be addressed and details clarified earlier, which may help shorten the overall complaint process to some extent.

We follow the same approach and treat every player equally.🙂

Jaroslov, I'm going to file two complaints—one against Casino CAZIMBO and the other against REALZ—since both have already been pending for more than three business days.

Hi there. I imagine it's not expected, but you know, I'd say Jaro explained that precisely. There's really no way around it and I hope that both casinos will pay sooner than that.

Casinos wait for withdrawals to be reversed, offer various bonuses and promotions, and receive many deposits, but when it comes time to pay out, the process is slow; the excuse is always that there are too many withdrawals to process or that the payment provider is experiencing issues. Paying on time is a rarity.

I just received my payment from Casino REALZ—they paid on time. Now I'm just waiting for CAZIMBO.

Hello, in my opinion, it's not always like this. But I understand what you mean. No one loves to wait and clear communication is important. From my side for example, if the casino is capable of admitting they are not keeping up with requests or have technical difficulties, it's much better than saying nothing at all. Those two reasons may actually be behind any delay... but of course it depends. Thanks for sharing.

This time, I received payments from both casinos—Cazimbo and Realz—within three business days.

Hello ericleo.

Thanks for sharing, like always. 😉👌