Royal Reels Casino - Player’s withdrawal has been delayed due to closed bank account.

Dear aprilspokies,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals to this bank account before?
• When was this bank account closed and when did you request the withdrawal?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yea I have previously withdrawn from this pokie account to this bank account.

So I hit the withdraw button on the 28th Aug at 11:08pm

It left my pokies late 29th Aug...

My bank contacted me to let me know on the 30thaug - 1sep.... not 100% sure

I doubt I took a bonus but if I did. It was well past playthrough

Thank you for your assistance

Thank you very much for your reply, aprilspokies. 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.

Ok I don't have any of the online chats only few emails

Thank you very much, aprilspokies, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, aprilspokies,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Royal Reels Casino team,

Could you please look into the user's issue and provide us with the results of your investigation?

Is the email from the user's bank about the account closure enough to confirm the payment did not reach her bank account in question? Has she already shared it with the casino? If not - what needs to be provided by her so the casino can start a thorough investigation + where should it be sent?

Thank you.

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.

Dear aprilspokies,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Unfortunately, the casino currently does not have a valid license. Therefore, I am not able to recommend any authority you could turn to.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru