Royal Jubilee Casino - Player’s struggling to withdraw his winnings.

In which payment method I will receive my payment, I can't understand.And they don't help me or and suggest me properly.

Dear Faiyaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Which payment method would be the preferred one to withdraw your winnings and which payment method you have used to deposit funds into your casino account, please?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

For the account verification, I have send id proof nd address proof to their official mail id and waiting for the verification.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the casinos takes KYC lightly, and it might take a few working days to complete this thorough procedure. I would suggest contacting the casino and finding out what documents exactly are required and providing them in the best possible quality, correct format, and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise precisely how many days ago you requested your withdrawal and started the verification process? 

Dear Faiyaz,

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.

I have given the bank statement for address verification,they are saying that address doesn't match but my address matched 100% . There is no mismatch and after providing all the documents, they are again wanting my card photo,by which card I deposited money into my royalejubilee casino account.

Thank you, Faiyaz, for the update. Could you please advise precisely how many days ago you requested your withdrawal and started the verification process? 

Almost 15 days

Thank you very much, Faiyaz, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Faiyaz,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Royal Jubilee Casino to join the conversation and participate in the resolution of this complaint.

Dear Royal Jubilee Casino,

Can you please provide an update on the status of the player's verification and what may be required to complete it?

Kind regards,

Adam

We would like to ask Royal Jubilee 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Faiyaz,

I tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Alderney Gambling Control Commission (https://www.gamblingcontrol.org/contact-us/) and submit a complaint to them.

Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam