Royal Reels Casino - Player's withdrawal is delayed.

Requested my withdrawal on 10/01/2025 at 12.01am. Told for the first week they were waiting on verification of wins from the gaming providers. Then a week ago emailed because now I needed a KYC check. I contacted chat Wednesday the 22nd and told more documentation needed submitting. When this is the case the payments team are supposed to inform you and they hadn’t. I’m being given zero feedback other than them asking for my patience.

Dear Jakeshort,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you’re experiencing. To better understand your situation, could you kindly clarify a few details?

• Could you specify which documents you have already submitted for verification and the exact date of your last submission?
• Were all the requested documents provided on time and in the correct format?
• Has the investigation of your gameplay by the game provider been concluded?
• Could you share which games you played?
• Were your winnings accumulated with or without the use of a bonus?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

Hi Veronica,

originally I submitted my drivers license, bank cards, proof of address through a Electricity bill, and they requested proof of my crypto accounts. That was emailed to me at 5.30pm last Saturday the 18th/01st and I replied with everything at 6pm 18th/1st. I heard nothing back by replying to the email so contacted online support each day from Monday, Wednesday night the 22nd/1st I was told I needed to resubmit - photos of my physical license not my digital copy - a pdf of my full electricity bill not a screen shot - pdf copies of all transactions from my crypto accounts - pdf copies of my bank statements attached to the cards I’ve used to deposit at different times. That online chat was around 5pm and I had everything sent over around 6pm.

I have no idea if the gameplay verification has concluded they’ve given no updates. One chat operator told me it wouldn’t affect anything but another did so I’m unsure. Two days after my withdrawal I logged in to check and then wanted to watch replays of my no limit city wins and the provider wasn’t available on the casino so I’ve made an assumption this affected the timeline.

I played outsourced by no limit city. Sugar rush by pragmatic. Big bass Amazon by pragmatic. And I believe that’s it but I will go back in and check my gameplay.

I used a deposit match bonus however I always check them as I go to make sure they play out. After the wagering requirement was complete I kept playing and wagered somewhere around 4

$4000 AUD total.

Hi,

i contacted chat again on the weekend. They told me I had to supply PDF of one of my crypto accounts but it also had to display my email and my username. Which isn’t possible with the exchange I was using. I sent a PDF and explained if they put any of the TXD’s into etherscan.io they would see the transaction is linked to the account and supplied a video of me navigating the app from my email to username to the crypto wallet.

I haven’t heard back since. And the site had maintenance this morning and no longer has a live chat option.

thanks,

jake

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the additional verification requests at veronika.f@casino.guru. Have you received any updates regarding the video you sent to the casino yet?

I haven’t heard anything from that team no. I have contacted chat twice and it’s the same automated answers. Not our department/ team working on it / sorry for the inconvenience/ can’t give a timeline. Etc. even when I asked if others are experiencing the same delays on verification one person shut the chat.

I don’t have the chat log unfortunately she shut it before I could screen shot it. I have an email chain I will send.

Thank you very much, Jakeshort, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jakeshort,

I’ve just reviewed your situation and I'm sorry to hear about the difficulties you're facing with your withdrawal. I’ll reach out to the casino to see how we can assist you further. We’ll wait for their response to determine the next steps.

Dear Royal Reels Casino,

I would like to invite you to join this discussion and help resolve the player’s complaint. Could you please provide more details about the case? Specifically, I’d appreciate an update on the current status of the player's withdrawal request and when they can expect it to be processed on your end.

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Best regards,

Natalia

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 Jakeshort,

I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia