The player from Australia had won $1400 but didn't receive the payment. She had reached out to support who confirmed the payment had been made, but the withdrawal didn't appear in the player's profile. We had advised her that withdrawals could take some time to process and to be patient. The player later confirmed that the issue had been resolved and her winnings had been received. Thus, we had marked the complaint as resolved in our system.
Royal Reels Casino - Player’s withdrawal is absent from profile.
Amount: A$1,400
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
11 months ago
Public
Public
11 months ago
Won $1400 and never received the payment it has been over 72 now and all I get from support is we have paid it and the time they did.
Usually the amount u withdraw is in the players profile but this withdrawal is nowhere to be seen. Usually a great site and I have not ever had a problem. Its the lack of support from support
Public
Public
11 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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
11 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,
Veronika
Casino.Guru
