The player from Germany has requested two withdrawals a few days ago. They have been pending since. We’ve rejected this complaint as unjustified.
Royal Rabbit Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €910
Royal Rabbit Casino
Safety Index:Below averageSafety Index
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5.8
Royal Rabbit Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello Casino Guru Team,
I hope you can help me and support me in my concern. It is about 2 initial payment requests from 03/20/21 from me - a total of 910 euros. The website states that withdrawals will be processed within a maximum of 2 working days after verification - my documents were uploaded on 3/20/21 and also on 3/20. completely successfully verified (email confirmation is available). I haven't received the money yet and both requests are still "in progress". I would like to ask the support about this, but the live chat is not available on the website, that was the case yesterday, and it is the same today - the live chat button is not available. Even after several attempts, I cannot reach anyone on the given telephone number in Cyprus. I am more than disappointed and feel "held back" and ignored.
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3 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Knowing that you have completed KYC verification successfully and had your withdrawals approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
Many thanks for the quick response. In the meantime, the following has happened, yesterday my two withdrawals from the casino were canceled and 350 euros were deducted or removed so that again 560 euros of the 910 euros applied for landed on my player account. The reason given by the casino is that the bonus is a 10-fold withdrawal limit on the deposit - I deposited 56 euros. 10x 56 = 560 euros. 910 - 560 = 350 euros. The thing, however, is that I only won 280 euros during the active bonus, well below the possible withdrawal limit, and only won the rest after I met and completed the wagering requirements. So there was no bonus active during this period. Is it therefore really legal to delete € 350 from the casino? Yesterday I requested a payout of 500 euros again, these have just been paid out. The only question for me is whether the deletion of the 350 euros from the casino was justified in this case, what do you think?
Best regards, stay healthy and thank you for your quick and good support.
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3 years ago
Thank you very much, Daniel, for your reply. We always recommend placing a withdrawal request after completing bonus wagering as all the play, until a withdrawal request is being placed, needs to follow bonus rules. Requesting a withdrawal equals to completing the bonus and its rules. Without requesting a withdrawal of your bonus winnings, all the winnings, even after wagering has been completed are tied to bonus rules.
I hope that I understood your concern and explained thoroughly why your winnings have been capped.
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3 years ago
Translation
Thank you for your good explanation. Then I learned something for the future and in the future I will prefer to stay away from casinos that have terms and conditions with withdrawal restrictions. There is a lot to consider here. Have a nice day and thank you lg
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