The player from Australia had reported an issue with a delayed withdrawal from an online casino. Although the payout process had been taking less than two weeks, the player had been concerned due to lack of communication from the casino. The Complaints Team had advised the player that such delays were common, potentially due to KYC verification or high withdrawal request volumes, and had urged patience for at least 14 days post withdrawal request. The player later confirmed the issue had been resolved.
Royal Reels Casino - Player’s winnings haven’t been received yet.
Amount: A$300
Royal Reels Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Waiting for withdrawal of 300 nearly 5 days now and all they say it’s ur banks problem
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10 months ago
Dear NicoleT,
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
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10 months ago
It has been solved but more communication is needed from this site. When people don’t here from them u start to worry
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10 months ago
Dear NicoleT,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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
