Royal Planet Casino - The player’s withdrawal is delayed.

Met all terms and conditions they received my KYC acknowledged everything was good and that I met the bonus requirements. Made 5 withdrawals because their max for me was $500 per withdrawal for some of them and $1000 for others. That was March 9th 2022 they haven't paid me a dime. Have given support my Bitcoin address 5 times and each time it's a different excuse with the company that is not related to me or my account.

Dear pacolococt,

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 from the casino before? Do I understand correctly the status of these transactions is pending in your account?

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

No successful withdrawals. They offered me a first deposit bonus. I met all their terms, satisfied the KYC, met the wagering requirements and was withdrawing what j was able to win based on the TOS of the bonus. They never once said I wasn't eligible for any of it or any role was broken (because it wasn't) they simply apologize for the delay and have a script of excuses 

There is no pending owe say in that site but they all say requested I have a screen shot withdrawal numbers and dates that also shows requested for them all on the status . It would let me upload it so if there is somewhere else I can send it let me know 

Dear pacolococt,

If there is any relevant communication between you and the casino please forward it to tomas@casino.guru you can also submit the screenshot with the list of withdrawal requests as well. Much appreciated!

Dear pacolococt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, pacolococt, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello pacolococt,

I'm Michal and I have taken over your complaint. 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.

Dear Royal Planet Casino,

Can you please provide more information regarding the player's delayed withdrawal?

Hello pacolococt,

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,

Michal

The casino can reopen and solve this complaint anytime