Royal Planet Casino - The player's experiencing an unspecified issue.

Completed play through requirement , never got paid, very cut and dry case.

Dear Guy2022,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Royal Planet Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Yeah sure, I made a deposit of $64 on January first of this year. It came with a big match bonus, i honestly cant recall how much. There was a max cash out of 10x your deposit attached to the bonus. I played through the requirement and made a withdrawal of $500, which is the most they would let me attempt even though i was owed $640. I submitted all requested KYC documents. They just refuse to pay. Ive talked to their chat at least 30 times. Im told lies every time from the same script. Emails go unanswered.

They're a scam casino, i'd hope that Casino Guru gives them the worst designation.

thanks !

So since when exactly is your withdrawal pending? Also can you please specify when did your account get fully verified?

Hi, its been pending since January 3rd of this year. I cant say the exact date i was verified as they dont communicate. The last thing they said they needed was a utility bill that i provided multiple times.

Believe me, i've talked to their support dozens of times, they always say the same thing that it will be processed soon.

Thank you Guy2022 for the clarification. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Guy2022,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Royal Planet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the delayed withdrawal for the player?

Thank you.

Best wishes,

Tomas

I can think of no reason, i have provided all KYC information. I've only made two deposits and one withdrawal request.

Ive attached screen captures of my one withdrawal and my two deposits . The deposit in question was $64 and has a 10x max cash out .

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.

Dear Guy2022,

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,

Tomas