The player from Australia had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed at that time. The player later confirmed that he had received his withdrawal but noticed a discrepancy in the amount. It was clarified by the Complaints Team that the difference could have been due to transaction fees or currency exchange fees charged by banks. Since the player had received a majority of his winnings, we considered this complaint resolved.
Royal Reels Casino - Player claims that payment has been delayed.
Amount: A$300
Royal Reels Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
I made a withdrawal and it says it has been completed but I have not received my money and it’s been 5 days
Public
Public
3 months ago
Dear Potsy,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
3 months ago
Thank you for your reply, Potsy. Many casinos charge fees for withdrawals, but usually, the lower amount is caused by transaction fees and currency exchange fees charged by banks for processing the payment.
Since you received a large portion of your winnings, we will now consider this complaint resolved. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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