Royal Reels Casino - Player’s withdrawal is delayed.

Hi there,

I've been waiting for over 14 hours now for my withdrawal to be approved on the royal reels website, usually my withdrawal have been approved and in my account within 7-8 hours so to me this long wait in very unusual. What makes this matter even worse is that I've been trying to get into contact with the so call "live chat" and none of the agents seem to be online and willing to help.

I keep the tab open on the site and I keep getting emails, I reply to emails stating I need assistance and they all say go onto the royal reels website chat for further assistance, it's been a very frustrating cat and mouse game of trying to reach them and it's making me rethink doing business with them in the future.

All I want it my winnings yet they are making it the most irritating experience, especially for a loyal customer who has reached a very high level in terms of the "V.I.P" levelling system.

If you or anyone can further assist me or lead me in a direction of actual help that would be greatly appreciated.

Thank you.

Dear veuxfonzi,

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

Withdrawal is not the issue anymore, it's the live chat, they say use the live chat but I've been on the live chat the entire time! It's a very frustrating state of affair.

I haven't been able to get into contact with any of them for at least 27 hours

Thank you for your reply, veuxfonzi. Do I understand correctly that you have received your winnings? Could you please clarify why you need to get in touch with the casino? Have you tried writing an email?

Dear veuxfonzi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.