Home Complaints Royal Planet Casino - Player's withdrawal has been delayed.

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

Amount: $105

Royal Planet Casino
Questionable reputation
Submitted: 27 Jul 2022 | Resolved : 19 Aug 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 month ago

The player from the US has not received her withdrawal.

Public
2 months ago

The online chat guy told me it would take 5-7 business days for my payout after document verification, which I have on file. I am waiting on 2 payouts. One for $75 and one for $30. The chat guy also said there were no issues with my payout. Now they're saying there's a problem with their wallet partner... I asked one of the agents how a bitcoin deposit can take literally minutes but bitcoin payouts take so much longer. She said the wallet partner was having issues, whatever that means. My screen name is guiodkimberly. Can you help me get my payout please?

Public
2 months ago

Dear guiodkimberly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise when exactly was your account marked as verified?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Public
2 months ago

I have not had any successful withdrawals from them and my identity documents were approved on 7/16. I have two pending payouts. One on 7/6 and one on 7/16.

Public
2 months ago

Thank you very much for your reply, guiodkimberly. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Public
2 months ago

file

This is the only screenshbot that I have...

Public
1 month ago

Just wondering if you were able to reach Royal Planet Casino regarding my delayed payouts?

Public
1 month ago

Thank you very much guiodkimberly for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Private
1 month ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 month ago

Hello guiodkimberly,


I hope you're doing well. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Royal Planet Casino to join the conversation and participate in the resolution of this complaint.


Dear Royal Planet Casino,

Can you please provide an update on the status of the player's withdrawal?


Kind regards,

Tomas

Public
1 month ago

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’.

Public
1 month ago

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Public
1 month ago

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Public
1 month ago

Hello guiodkimberly,

 

I hope you are doing well. We have received an update from the Royal Planet Casino that you should have already been paid.

 

Could you please confirm that this is correct and that the matter is now resolved?

 

Thank you very much.

 

Kind regards,

Tomas

Public
1 month ago

Tomas, when I woke this morning my payouts were in my bitcoin acct.! Thank you so much for helping me to resolve this issue.

Public
1 month ago

Dear guiodkimberly,

 

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

 

Kind regards,

Tomas

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