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

I submitted a request to withdraw my winnings for the amount of $3000 on the 4th of April 2025 at 11am AEST.

It was pending for a few hours, then changed to processing. I then contacted support and they advised that my withdrawal has been approved.

The next day on the 05/04/2025 I received an email stating I need to provide kyc documents which were a copy of my identity and proof of address which I quickly emailed back and provided.

They then advised me that they require more time to verify my documents which are only a license and my bank statement which contains my address on it.

Several emails back and forth and they advised me that they have escalated the issue to the appropriate team with little to no luck in having my documents verified to process my withdrawal.

In saying that their support has already advised me that my withdrawal was approved. I have had withdrawals in the past with royal reels casino which were approved and processed in a few hours and have had the money sent to my account within a day or two.

But this time round, they keep delaying it with this KYC delay tactic to not pay my winnings.

I know other long time members like myself who have received their winnings the same day and I know members that submitted withdrawals and received their winnings after me.

I believe this is wrong especially from a reputable and legitimate site like royal reels. I have not done anything wrong and believe I have provided everything needed for verification.

Dear AbuYasin,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Royal Reels terms and conditions state that KYC verification take no longer then 1-2 business days.

Have now been waiting longer, why should I wait 14 days when they cannot even endeavour to their own T&Cs?

Royal Reels have advised me through their online support chat that my kyc verification has been completed and are now in the process of completing the withdrawal.

Royal Reels are now delaying my withdrawal process, they do not respond to any emails.

Can you please invite the casino to this complaint?

Payment of $3000 AUD was made yesterday, after 9 days submitting my request.

Dear AbuYasin,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru