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

Since Boxing Day, it is now January 7th, I have had 500£ withdrawl pending and 2734.50 as a balance of my winnings. I have provided all requested documents for verification and never accepted or received bonuses. I have had 2 successful withdrawals prior to Boxing Day. A few days after Boxing Day (26th December) I was told the withdrawl team had a heavy workload and to remain patient. A few days later much the same and to remain patient.

Dear Grag,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi again it is now 14 days since 26th December when I requested the withdrawl of £500 from my winnings this is the third withdrawl I have requested. The previous 2 went through in a matter of days. I also have £2734 of winnings remaining in my account if this withdrawl were to go through which I’d obviously also like to withdraw. Yesterday I had this again basically giving no insight timeframe or reason for the delay

Please help!

Thank you very much, Grag, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Royal Oak Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Grag,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Royal Oak Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thankyou. I’ve just received this

they have been delaying payment of a withdraw since 26th December initially telling me there was a heavy workload and it would go through ‘ in the next business days’ whatever that means. Then they stopped responding with anything more meaningful than ‘ please be patient all our players get paid according to our t&c’ to finally this about reviewing my account but they can’t tell me anything due to security reasons. It’s a disgrace to be honest I don’t know how they are allowed to operate in this way. 2 previous requests were processed. I have deposited 1050& withdrawn 1000 so far with 500 pending and 2734 remaining as my balance which I also would like to withdraw. Who can I appeal to. I have been through the t&c and there is nothing I have done incorrectly

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.

I can not believe this ‘casino’ they are now totally ignoring any request from me regarding details of my winnings and their intentions. I suspect their actual intention is to blank me until under their t&c the account becomes dormant and then close it. Bye bye winnings unbelievable that they can operate like this

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Michal, Casino.Guru