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

Royal planet casino. 20 free spin bonus. 30x wr. 40$ max cash out. New user just joined for said bonus. Completed it. Have 315.xx with a 40$ withdrawals balance. Submitted kyc documentation about 3 weeks ago. Little to no communication. (Also no email stating that they ever got the documents...much less were completed with them). Finally got a rep to verify my process was complete and I was good to withdraw...

Get error every time. "Payout cancelled by external system validations." Has been another 2 weeks like this. Multiple contacts to customer service thru chat and email. Zero response. Unsure what to do. Help?

Dear Austinh_24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you have placed the minimum required deposit and confirm that you have provided all the personal documents needed for the verification as soon as possible, without any delay?

I agree with you that no deposit should be needed in case of No Deposit bonus winnings, but it is nothing unusual to have a minimum deposit required to verify the payment method.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I have not submitted a deposit. With the little to no resources or help and constant ignoring by their team it has been a big red flag that all they do is robotically repeat themselves that I need to deposit.

Also can confirm I have submitted all my kyc. And all has been verified and completed (front and back of id, bank statement, electric bill)

I understand your concern, Austinh_24. Nonetheless, I'm afraid in order to withdraw your No Deposit bonus winnings a minimum deposit to verify your payment method will be required.

Please let me know how you decided and wish to proceed with this case.

Im going to use Bitcoin as I do on every casino I play at. I've never had to verify a btc payment. How do they even verify that type of payment method. There is really nothing to verify. Makes no sense to me to be honest. But I will deposit here soon and will update

OK. I will be waiting for any further updates patiently.

No problem I'll be sure to remember to update. Can you explain by chance in a little bit of further detail what exactly it is that they're trying to "verify". To my knowledge which is by admission not the highest amount (but definitely fair) there is nothing to verify. All that occurs on a Blockchain is u see the address it comes from and the amount sent. So as far as verifying there's nothing there to verify. Not to mention I've been a new player at dozens of casinos and won on my initial no deposit bonus and cashed out everytime I could with nothing like this of them asking for a post bonus deposit ever happening. But u say it's common practice ? Guess I've just been lucky

We see it all the time that casinos want players to place a minimum deposit to verify their payment method. When it comes to e-wallets, I suppose it is easier for casinos just to reverse the payment afterward.

Please keep me informed about any further developments. I believe this case will be resolved in no time.

Hello Austinh_24,

Have there been any developments since our last conversation, please? 

Dear Austinh_24,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.