HomeComplaintsRoyal Planet Casino - Player’s withdrawal delay due to casino’s ‘technical issues’.

Royal Planet Casino - Player’s withdrawal delay due to casino’s ‘technical issues’.

Black points: 38

Amount: $254

Royal Planet Casino
Safety Index:Low
Submitted: 30 Oct 2023 | Unresolved : 12 Nov 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

11 months ago

The player from the United States has been attempting to withdraw his winnings from a promotion for 3 weeks. Despite completing all requirements and submitting all necessary documents, he reports that the casino cites "technical issues" and has not updated the payout request status. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.

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1 year ago

I won on a multilevel promotion deposited as required 25$ and completed the requirements. I initiated the payout request and submitted the requested documents and bit coin address. They continue to have technical issues and haven't changed the status on the payout request

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1 year ago

Dear Jeffmc555,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues. 

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru

Thank you in advance for your cooperation and reply.

Best regards,

Petronela


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12 months ago

Dear Jeffmc555,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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11 months ago

Player's additional comments:


I've attached a screenshot of t

Payout request.  It has now been 37 days since the request was initiated and has not been fulfilled.

 


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11 months ago

Dear Jeffmc555,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Royal Planet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.


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We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.


The casino can reopen this complaint anytime.


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