Royal Planet Casino - Player's withdrawal is delayed.

Royal Planet Casino has not paid me out my withdrawal of $75. I have been waiting since I requested it back in August 2022. I have been following up via email and live chat about twice a week over the last 7 months and all I get from their entire "customer support" team are the same repetitive answers like "I have escalated it..." and "... You should receive it soon" and "I'm sorry for the delay, I understand how you feel..." I have asked for the direct contact info of their Finance dept, but they refused to give it. This casino is simply in the business to SCAM their "customers". I dont know what else I can do but to continue to hound them repeatedly about my unpaid payout and warn others to stay away from ROYAL PLANET CASINO (they are SCAMMERS!!).

Dear Agalano,

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 have a full picture of the situation.

Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification? 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,

Tomas

Hello, Tomas!

I appreciate your response to my complaint. To answer your questions... When I requested my payout in August 2022, I had actually just created my account with them and was using my first freespins bonus which I received for signing up. So it would be my first withdrawal. My verification documents were accepted and cleared, and my withdrawal request was manager-approved for payout within that first week or so (displayed in the withdrawal status page as 'pending, mgr-approved').

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

Hello there,

Thank you Agalano for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Planet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

No response, it seems. I am not surprised. Everyone I have spoken to in their so-called 'Customer Support' team is either incompetent or a liar (or simply an incompetent liar) who pretends to help you get your issue resolved, which I'm sure they do quickly and professionally without fail just as long as it DOES NOT involve an unpaid withdrawal/payout. EVERYONE BEWARE, THEY ARE SCAMMERS. Stay away from this casino. I have screenshots of many chat sessions I had with numerous 'agents' that show my struggles throughout the past 8 months (and counting). I'd be happy to share them with anyone interested, curious, or would like proof.

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,

Peter