The player from Australia had requested a withdrawal which showed as completed in their transaction history, yet the funds had not been transferred to their bank account. The player had been advised by the casino that the funds would be received within 3-5 business days, however, the funds were not received by the 6th business day. The Complaints Team had advised the player to wait for two weeks for the payment to be processed and kept the complaint open for further developments. However, due to the player's lack of response to the team's messages and questions, the complaint was eventually rejected.
Royal Reels Casino - Player's withdrawal has not been received.
Amount: A$1,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Requested Withdrawl at 10am 23/1/2024.
Player history shows transaction completed but no funds have entered my bank account and attempts to contact a human working for the casino have been futile.
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9 months ago
Dear morristee14,
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,
Kristina
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9 months ago
Casino has advised that funds would be received within 3-5 business days. Today is business day number 6 and still no funds.
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9 months ago
Thank you for your reply, morristee14. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
