The player from Australia had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. We had advised the player to wait for a minimum of 14 days before escalating the issue, as withdrawal processing could take some time. The delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. After extending the complaint's timer by 7 days, the player confirmed receipt of his withdrawal. We then marked the complaint as 'resolved'.
Royal Reels Casino - Withdrawal of player's winnings has been delayed.
Amount: A$1,200
Royal Reels Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
i have 2 withdrawals of $1200 done in Royal reels casino and have not received the money into my bank account yet and the first one was done on the 11th of January 2024 and the second one was completed on the 13/01/2024
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3 months ago
Dear GSreepaul,
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,
Complaints Resolution Center
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3 months ago
Dear GSreepaul,
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.
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3 months ago
Dear GSreepaul,
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,
Kristina
Casino.Guru
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