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

Hi I have done a withdrawal of 1700 on the 11 of January now it is usual 4 hours maybe 6 u have done multiple withdrawals before

but they sent me a email saying they were updateing there systems banking and there’s a delay an my money had to be sent via bank transfer 5-10 days it’s been three weeks now this is beyond a joke I need my money I win it fair and they have marked it as sent but I have yet to receive a bank transfer please help me as the have all my evidence but told me in 24 hours it would be solved it’s been 3 days

Hello dylandigenova94,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Reels 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? Since when is the withdrawal marked as complete? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Verified on sign up In 6/10/22

real money I always play my play through carefully anyway

Marked complete 11/01/2024

yesturday that my issue was being resolved in 24 hours an it’s been 3 days

Thank you dylandigenova94for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dylandigenova94,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Royal Reels Casino to join the conversation and participate in the resolution of this complaint.

Dear Royal Reels Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.

We’ve reopened this complaint as per the player’s request. 

Player's additional comments:

Payment was received today

1700 boumced back to pokies account then processed in 24 hours withdraw 1500 left 200 won nothing

will not use this sit again

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dylandigenova94, for your confirmation, and please don’t 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,

Petronela

Casino.Guru

PS: I adjusted the disputed amount from $1,700 to $1,500.