Royal Planet Casino - Player’s withdrawals have been delayed.

I fairly and without breaking one rule won too seperate bonuses on royal planet. I have 2 cash outs one for 80 and one for 40. Both of these were requested in August. Yes august. My account has been verified. And they have not asked or said they need anything else. Everytime I ask about it I get I’m sorry. It’s been escalated. You’ll get paid soon. Bs. THIS CASINO IS NOTHING BUT A BUNCH OF FRAUD ARTIST STEALING YOUR MONEY DO NOT DEPOSIT OR PLAY HERE. .

Dear pboyce1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your withdrawals are still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

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

Best regards,

Petronela

Hi. Both payout request (both made in august) we from a free no deposit bonus or free spins can’t remember which. After winning the first one I submitted the request for the $80 payout. Sent in my verification information etc and was told my account was verified. In the mean while I had already made the required $25 or $30 deposit as well. Then I won again on a bonus and claimed $40 of the max $80. After asking customer service if it was ok to submit two payout requests at same time as some casinos do not allow this. I was told it would take 11-14 days. Well after 14 days and nothing I messaged. Now keeping mine since the. I have spoken to customer service at least 6 or 7 times regarding these payouts. Starting in mid September and at least once weekly since. I have received the same answer every times. We are very sorry for this delay (or that you are experience this). I see that you are in the que to get paid (even though the payout still said request everytime). I have escalated this issue and you should be paid any day now. I got that bs Almost verbatim each time I contacted them including last night

I am starting to have the same issue with 2 other casinos

winbig21

Vanguards

both have same design as royal planet and both customer service are given me the exact reasons roay planet does. Almost same language. We are Sorry it is in que. I’ve escalated this issue blah blah. Now granted it is still early but I’m. Not holding my breath on either. Bigwin21 was oct 4th. Vanguards more recent. But again my gut is telling me something is way off with these 2 feels just like Royal planet.

Could you please forward screenshots of your cashier and bonus histories to petronela.k@casino.guru? If you are experiencing similar issues but in different casinos, please submit separate complaints.

is this what you wanted me to send?

I have checked the general bonus terms and conditions, and this is what I found (here):

"Cash-out of winnings generated with a free sign-up bonus are limited to a maximum of USD100 or the respective currency and after making at least one deposit in the Casino. The sum of the deposit must be wagered at least once (1X) in order to qualify for a withdrawal. A withdrawal cannot be approved unless a minimum wager of 1X the deposit is first met."

Could you please advise if you have placed any real money deposit into your casino account, or if your entire winnings were accumulated from Free Spins solely?

I deposited $25 on august 19th and gambled said money and lost. So yes I deposited real money and wagered 1x of the deposit.

I was bored so I asked customer service why I hadn’t been paid yet. Here are the screen shots

ok these are the 2 bs answers you get everytime you ask about so I pressed nicely but firmly for a real answer and I got

this was a new answer. Problems with their wallet partners …. Whatever that means.

so I asked for a solid date and was told they could give one but would be this week. I said so by Friday 10/28 and she said yes.

so I am very interested to see what will come of this by this Friday. I am guessing absolutely nothing and the 2 payments will still show as pending

Hello pboyce1111,

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

Hi as of this message there has been no change to the status of the withdrawal request. Still show as pending.

Thank you very much, pboyce1111, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Royal Planet Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear pboyce1111,

I am sorry to hear that your withdrawal has been delayed. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Royal Planet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Royal Planet Casino, could you please state why the player's withdrawal has not yet been processed and when he can expect the payment?

Thank you in advance for your cooperation.

Kind regards,

Štefan

Thank you your efforts are extremely nice and very appreciated. This is the latest I have heard from them tonight.

i will advise if I actually receive anything from them via email.

thank you again for your help

phil.

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.

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.

Kind regards,

Stefan