Royal Slots Casino - Player’s struggling to withdraw his winnings due to ongoing verification.

I won 2150 I tried to withdraw my winnings but they told me I had to provide bank statements and proof of earnings which I did straight away it’s been over 3weeks now and still not heard anything when I chat to them online they just say it’s still getting reviewed they dint give me no time frame on how long it’s going to take it’s beyond a joke now

Dear Bradley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Have you been advised what exactly seems to be a problem in verifying your account? Have you received any winnings in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I sent them everything they required been over 3 weeks now

I sent them everything they required been over 3 weeks now

They wanted bank statements and payslips which I sent them on the 29/12/2020 yet I’ve Hurd nothing back I speak to to them on chat and all they say it’s still under review

Dear Bradley,

Have you received any winnings in the past, or your account has never been verified in the past?

Dear Bradley,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I’m still waiting for my money over a month now

Thank you very much, Bradley, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Bradley,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Royal Slots Casino to the conversation to participate in the resolution of this complaint.

Hi Bradley,

I hate to be the bearer of bad news, but the casino will not reply to this complaint due to their "no reaction policy". This means that the complaint is as good as unresolved because the casino will not discuss the issue here with us. I recommend you to contact The Independent Betting Adjudication Service (IBAS) on this link: https://www.ibas-uk.com/ and submit a complaint to them. If you need more info, let me know (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter