Royal Slots Casino - Player’s withdrawal has been delayed.

I have submitted all requested documents for account verification as per their T&C. An agent confirmed the receipt of the paperwork. I have explained days ago that I have no utility bill under my name hence the bank statement for proof of address (which is a legally accepted proof of address). The agent confirmed it that it is fine. Today I have received an email with a person who could not even be bothered to sign their name to the email stating that I have to send in a copy of a utility bill or they will not pay out my money! I have responded and also raised a complaint, but nobody from this place bothers to respond! What is this?!? What kind of business runs like this?!? Is this a casino or just a front for organised crime so they can steal people’s money?!? I want my money back as they have NO RIGHTS to withhold it! I also do not want to wait any longer as I have initiated it Saturday and submitted all documents Sunday. The 48 hours has past and I WANT MY MONEY now!

Dear Anita,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please, be aware that most casinos take KYC very seriously in order to send the winnings to the right player. Account verification is a complex process which requires few days to be completed. Each casino is unique and proceeds verification and withdrawal process differently. It can take a few business days to review the documents to fully verify your account and a few more days until your withdrawal is successfully processed.

Could you, please, forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

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

Best regards,

Kristina

Dear Anita,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.