Royal Reels Casino - Player's withdrawal is delayed.

I withdrew on the 11th January, Withdrawals are now taking 3-5 days. It's been over 18 days, and I keep getting emails saying another 3-7 days. And we will look into it, yeah you can instantly take money but not pay it. Theives! There is heaps of other people complaining at the moment as well. Poor customer service response, if any.

Dear marleejoslin2,

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 before? Could you please confirm that you have passed the KYC verification?

Have you accumulated 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

Hi, yes I have made at least 5 previous withdrawals. With the longest withdrawal taking 24 hours. No bonus code was used. They have emailed me today saying they will look into it, and will take 3-7 business days for a result. To which I replied thats not good enough.

Thank you for your reply, marleejoslin2. Could you please advise when exactly you received the last successful withdrawal? Did you use the same withdrawal method in the past?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear marleejoslin2,

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.