Royal Oak Casino - Player's withdrawal has been delayed.

Hello ... more than a week ago I made a win on royal aok casino .. I have a problem with the withdrawal as it is disabled for the kyc procedure I have forwarded all the documents but the assistance is absent only once he replied telling me that The bank statement could not be accepted xk it was supposed to be from March but the bank statement is issued every 3 months .. since then the assistance has disappeared .. can someone help me? Thank you

Dear gemmagranata,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying the bank statement seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

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

Best regards,

Kristina

Dear gemmagranata,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.