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

I requested a withdrawal after meeting all bonus requirements and casino acknowledged that all requirements had been met. I also got confirmation that my KYC documents were accepted and approved. but my withdrawal is still pending from Feb. 15, 2022. it has been nearly 3 months of waiting and every time i chat with support on the website they keep telling me that it will be processed soon and that its been moved up to a priority status. But in reality it seems that I keep getting the run around from them and nothing is being done!

Dear Thomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Which payment method to withdraw your winnings have you opted for?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

This is my first withdrawal with the casino. I have made several deposits with them tho. All my deposits have been made with Bitcoin and my withdrawal method selected was also Bitcoin.

Thank you very much Thomas for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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.

Hello Thomas,

I looked at your complaint and will do my best to help you. I would like to invite Royal Planet Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

"Need something? Our Customer Service Representatives will be happy to help you."

fowlert2:

Hello

Agent Emma has joined the chat.

Emma:

Welcome to our casino

Emma:

Hi, this is Emma from casino. How are you doing today?

fowlert2:

I am well, and hope you are also.

Emma:

I am very well. Thanks for asking.

fowlert2:

Can you help me with my withdrawal please

Emma:

Please wait for a moment, Let me check your account.

fowlert2:

Thank You

Emma:

Please share your updated btc address

fowlert2:

it is still the same as when i requested the withdrawal

Emma:

Please share

fowlert2:

3M.................edited out btc address........................................

Emma:

We’re unfortunately experiencing delayed withdrawal services from our

wallet partner’s end. Hence, there might be a delay in your withdrawal

request getting credited into your wallet account.

Thanks for being very patient with us. It's a shame we had to encounter this

issue with our wallet partner. We are also in the process of integrating a

more reliable wallet provider to avoid such issues in the future.

fowlert2:

How long as this issue been going on and when is a resolution expected?

fowlert2:

I requested my withdrawal over 3 months ago!

Emma:

Thankyou for sharing your bitcoin address, we have shared your cashout on priority, do not worry, we assure you, it will be process as soon as possible our finance department is working on it!

fowlert2:

Is there any estimate as to when that may happen?

Emma:

as soon as possible our finance department is working on it!

We would like to ask the Royal Planet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.