Royal Oak Casino - Player’s struggling to withdraw her winnings.

Hi ,

i need help.

i deposit total 5750 euro.

my balance now is 23000 euro , a lot!

the verification has done and my first witdrawl from 500 euro ( not more possible) is pending sinds saterday.

only mails; sorry overseas currency and you get your money soon.

how long do i have to wait for 23.000 euro????

please help me, first of all i want my deposites back it was a stupid action but thats for after this.

they have to pay it cant be that this takes years???

hope you can help me

j******

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Foremost, I’d like to congratulate you on your great win. 

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? I have checked the general terms and conditions (here) and this is what I found:

"7.12. Maximum net winnings in any 24-hour period per account are limited to 5000€. Maximum withdrawable amount per account is limited to 50000€. The maximum withdrawable amount per account is limited to 7000€/month. Withdrawable amount will be split on a series of equal withdrawals. If withdrawable amount is larger than €7000, the rest will be place back in the customer's account, for withdraw within the following month. Withdrawals exceeding more than €2300 will require additional verification process. "Company" reserves the right, at it's own discretion, to carry such verification processes also in cases of lower withdrawals. "Company", reserves the right to delay and/or stop processing Cash Out requests until final approval has been received for any outstanding Deposit transactions. The maximum withdrawable amount is quoted in Euros (€) as the base currency in order to ensure consistency across the world but currency equivalents apply for actual withdrawals."

Could you please advise if your account has been successfully verified already?

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

Best regards,

Petronela 

Hi,

i saw the 7.12 terms.

the problem is that they don’t accept the witdrawl( my first withdrawl)

my account is filly verified!

i send 20 mails and the only thing they say;

Dear J******,

Thank you for contacting Royal Oak Casino VIP Team. 

Firstly congrats, 

We are working hard to get this resolved and for the money to show in your account. Just so you are aware, the process is slightly longer for the first withdrawals as we use foreign banks and wire transfers from a different base currency so we need to be 100% sure the money when sent will hit your account in full and in your currency and that its not bounced back and the process has to start again, I truly feel your frustration and rest assured we are doing all we can to get you paid as quickly as we can. 

You will always be paid any money owed in full as per the terms and conditions state. We are an experienced team and make thousands of payments a day. 

Wishing you continued luck 

this is the only thing they say.

Hi Petronella,

the problem is that there is a lot of money on account. I only can make one withdrawl a time before i can make a new witdrawl.

that means that when i can make 2 withdrawls each month i get 1000 a month.

than i have to wait 2 or 3 years!!! On the money.

they HAVE to give me a higher witdrawl amount or they have to process my witdrawl in 24 hours so i can make 4 in a week.

please help me i can not mail an discuss for 2 years and waiting on my money and constantly hoping i will get the money.

i received a mail from a vip manager that they have the FASTED pay outs!!

i asked a statement what i total can eitdrawl because the max each day net winning is 5000 i know that, no answers.

please help me with this

look at this mail ;

never response, no answer on questions nothing.

Hi

I wanted to introduce myself to you as your new VIP Manager, 

We pride ourselves on giving you a full service, this will include the auto cashback.

We believe we have the best games, fastest payouts, and most deposit methods as well a VIP manager as a direct point of contact making us a good option if you choose to play on. 

Good luck as ever and with any questions I’m here for you 

Regards,

Rosie

VIP Team

I understand your point of view but please wait for the first payment to be processed and from there we will decide how to proceed. I believe the casino needs more time for the first payment and later installments will be moving faster and you'll receive your money as you are supposed to.

Oke !! I hope so

thank you. I don’t understand the time because other casino’s can pay directly.

further: with this balance i think they have to change the witdraw amount? In there conditions is nothing about max 500 euro .

hope you trust it…

thanks

Petronella,

the balance now is 50.000 euro and they have to pay that.

i said to them that i don’t want any bonusses!! And today they put 50 euro on my balance. I didn’t play and i don’t play because the total live winning there is 50.000 euro.

they are not fair!!! They don’t response on any questions. They paid the first witdrawl of 500 but second they don’t accept within the 24 hour they promised.

this took yearssss to get my money?????

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Dear Player55,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Royal Oak Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thank you. For you everything hereby;

1) dont answer questions

2) my account in seven days to 50.000 what they have to pay

3) promised about 7000 each month and dont do!! January is gone for now.

4) put bonusses on my account ( i removed it god blessure) and don’t play with it but i said i dont want bonusses.

5) promised i get my money and don’t accept my witdrawl

i have 50.000 euro and i explain them i am sick. I want to give this money to my 3 children. They know that. I cant wait for 3 years?? I cant mail every day to have maybe 500 euro in a month?

please help me in this case and yess i will hope that they come with a good appointment for me. I dont want the stress from every day look in casino mails, check withdrawl etc. This is not neccecerry.

thank you

Peter,

i had Tim from verification ( he was fast)

rosy the vipmanager

rita the vipmanager

nikki payment team

last mail is Nikki and she talkes about 1 withdrawl request from 500 euro.

i have 50.000 euro!!!!

look at the ‘ standard’ mail here;

Dear Jessica,

Thank you for contacting Royal Oak Casino Payments Team. 

We would like to inform you that we are aware of your withdrawal request and we will proceed with your payment the soonest possible.

Kind regards,

Risk Payments Team

We would like to ask Royal Oak 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 Player55,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter

Based on the following email from the player, we are changing the status of the complaint to "resolved".

"Hi Peter,

I want to post another review.

I contact Royal Oak and the verification is done. That was a slow traject but they keep there promiss and have now a payment time every 48 hours. Please post this on my case. I want the reputation of this casino better. I know that they pay out my money asap. The keep there promiss that withdraw proces is within the 48 hours with the max of 7000 each month. Please make this rectivication because thats fair to the casino. They have a high procedure to verify account for safety from the people. I am glad that they keep there promiss."

Thank you player for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter