HomeComplaintsRoyal Reels Casino - Withdrawal of player's winnings has been delayed.

Royal Reels Casino - Withdrawal of player's winnings has been delayed.

Amount: A$300

Royal Reels Casino
Safety Index:High
Submitted: 01 Jul 2024 | Resolved : 02 Jul 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Australia had submitted a withdrawal request less than two weeks before contacting us. Winnings hadn’t been obtained up to that day. The player expressed concern that the withdrawal had been removed from pending status and not recorded in the player's history. The issue was resolved as the player confirmed receipt of the pending money. The complaint was marked as resolved.

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4 months ago

I Withdraw $300 and it was put into pending withdrawal

I checked 24hrs later on the progress

to find that its been removed

I checked history player to find it is not recorded

I find this doddgie

I have left messages with customers service and emails.. in return there is no response


what do I do from here please as this has never happened before..



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4 months ago

Dear robynannm,

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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4 months ago

I understand this normally money comes In within 24 hrs

my concern is that it was removed from pending and not recorded in players history

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4 months ago

hello again


CAN YOU PLEASE WITHDRAW MY COMPLAINT PLEASE


I HAVE RECEIVED THE MONEY THAT WAS PENDING


THANK YOU

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4 months ago

Dear robynannm,

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,


Casino.Guru

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