Royal Planet Casino - The player struggles to withdraw his money.

Hi.

I have met the requirements and I really need my money. I've done kyc this is affecting my entire life. I didn't get my food stamps this month nor my welfare.

Hello janetcardenas8210,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Planet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you. At first they gave me 7 to 10 business days now all they tell me is it's been forwarded to a manager and that there was unforseen internal issues and they apologize but now they say we're gonna pay you just trust us and it's like wow I'm mind boggled by this I've even asked them to just refund my 57 DOLLARS and keep the winnings and they have offered no resolution at this point it's a a loss for me

Hello janetcardenas8210,

So can you please clarify since when is the withdrawal pending and since when is your account fully verified? Also was it generated from a bonus or real money?

Dear janetcardenas8210,

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.

Now today I'm trying to give them my updated wallet and they not even responding

I have to leave out of town now and have no funds. My daughter bday passed and couldn't get her a gift. Xmas is gonna b so sad. I can't believe this casino im SO LIVID

Thank you janetcardenas8210 for all the information provided. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello anetcardenas8210 

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Royal Planet Casino to join the conversation.

Dear Royal Planet Casino,

Can you please provide some information regarding the player's withdrawal delay?

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Is my updated wallet.. they still haven't paid me

I need my money

They won't respond to me

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 anetcardenas8210

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