Royal Reels Casino - Player’s withdrawal has been delayed.

I have tried to withdrawl $1700 for the first time after a friend told me how good and legit this casino is. I have waited the 24 hours as instructed to do so on their website chat. I have emailed and open a lodge in the chat but no response as of yet.

Just really hope it’s resolved as Christmas is around the corner and this win has opened a whole new holiday spirit for me.

Dear tyrones,

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

My apologies, iam now being patient and thankyou for the response. I also got through to support team and they were very helpful.

New problem

account restricted after big winnings?

no reason given

Dear tyrones,

Have you received your withdrawal from the casino yet?

I received partial withdrawal as they closed my account mid game. Without any reasoning

Thank you for your reply, tyrones. Could you please clarify how much money you received and how much money has remained in your casino account?

Have you accumulated your winnings with or without an active bonus?

$900 and $2500

Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Without an active bonus

Thank you very much, tyrones, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi tyrones,

I've just reviewed your case and am sorry to hear about your account being suspended without any explanation. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Royal Reels Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for blocking the player's account when the player had a pending withdrawal?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Thankyou guys so much, the joy of watching the winnings go up like that was like winning the lotto. Especially with my first baby due in march, just a life changing experience for myself. Then to have it just taken away without explanation and just as fast as clicking your fingers was really hard and difficult to understand.

You gamble at your own risk, but for a Well known highly respected company to do that to a fellow member who has referred Royal Reels to many many others. Is like a stab in the backbone and to take the joy and chance to live a better life is more than depressing.

not to Include telling my Partner the mother of our child who is currently 29 weeks pregnant that I have just won an X amount of money and then when proceed to show her, I cannot because I have been banned for unknown reasons just make me look and feel like a fool and a liar.

To some others it may not be as exciting or life changing as it to me or as we a Couple with the first child on the way.

I grew up with family and community services, neglected, left with strangers, abused and didn’t have much to experience growing older and separated from 6 other siblings, with this opportunity that came my way was honestly like winning a million dollars and gave me that little bit more confidence that I could give my family the life I did not have and potentially lead me into a better future.

As a big company that would profit from so many people and have a big community following is shameful and outright unfair behaviour to treat one another.

NOT TO METION SELFISH AND CHEAP.

Dear tyrones, 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,

Natalia