Royal Stars Casino - Player facing withdrawal delay due to verification issue.

In order to process withdrawal financial department asked for additional verification docs. After screenshots of docs were emailed no one got back for few days. I’ve resubmitted withdrawal request. Shortly after email was sent asking for same verification docs claiming the ones I sent are blurry. I’ve emailed updated screenshots of high resolution. After two days of waiting I’ve emailed with the question. Casino’s response was they didn’t receive docs. I’ve sent few emails with attached docs, but casino stopped replying

Hello Ancyk,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Stars Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi, casino asked for following: selfie with ID, screenshot of bill as a proof of address and screenshot of e-wallet showing my name and e-mail. None of docs were approved, but casino noted that only one was blurry. First time I’ve responded to their e-mail with docs was dec16 Last time they replied to my e-mail was dec26 I said I’ve e-mailed updated docs and they said they didn’t receive them. If you have an e-mail address I can forward my correspondence with casino. Thanks

Hello Ancyk,

Please forward the communication mentioned to nikolas.b@casino.guru.

Hi, I’ve forwarded 3 emails from dec16, dec24 and dec26. Two of them just copies. Thanks

Thank you Ancyk for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Ancyk!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel, hi Ancyk,

first of all we are sorry about Ancyks situation.

We believe there may be an issue either with our email client or hers because we haven't received a single email with her docs so far. We hardly assume she send the documents but we just aren't getting anything.

There could be different reasons such as sending the documents accidently to the wrong mail address or others which we try to understand. As long as we do not know what is the problem we recommend the following:

Please send the docs to our support email or upload them via chat.

Would be great if you could let us know if one of both options is working.

Thank you.

Greetings

Royal Stars Casino

Casino is lying, I have an email from them in which they say one of the docs I sent is blurry

Ancyk, please, redirect the message that you are talking about and messages with your documents to my e-mail: pavel.k@casino.guru. Meanwhile, please, try to submit documents using either support e-mail or livechat.

As you can see I already did all that, I’ve filled the form on their website no one ever contacted me. At this point I prefer to waste those money on testing new slots, close the complaint and post my review that is on hold do to open complaint

Thank you, Ancyk! As it may be seen in the message, the ID in the photo that you have submitted at first (in the account) is really blurry. One can read it, but it is hard to distinguish individual features. Please, take a photo, where the ID and your face are near each other and are under the same source of light, so the focus is mainly on the ID and all information is readable after the photo is zoomed in.

Hello, Royal Stars Casino! We can confirm that the player has indeed submitted their documents at least twice - the first time in their account, and the second through the e-mail, by responding to the notification by your finance team that photos submitted in the account are not suitable, in particular, the ID selfie.

As you can see from the screenshot above, the player has submitted documents to the live chat, but they were not accepted. I suggest that acceptable solution would be that player will sent newly attempted selfie to my e-mail, I will check if it is suitable and then the player and I will sent the photo to the channel of the communication that you will find suitable. Please, provide us with one if you agree with the stated order of action.

Thank you Pavel for all your work, but I’m done. Casino is dishonest and deserves the review. It’s been very unpleasant experience to say the least and I don’t believe I’m the first person they been doing this to not I’m the last. At least with the review there is a chance that less people will get hurt

I can understand your frustration. However, in my opinion submitting one more photo and waiting for the withdrawal is worth the disputed amount. It it not so hard and does not take much time to retake it couple of times and send it.

Otherwise, if you will persist that you do not want to pursue the amount in your account anymore, I will reject your complaint and will not try to persuade you further.

I don’t care about the money anymore, the casino has been treated me like a fool and all I want is review posted about my past experience with royal stars (before the complaint)

Well, I am sad to hear that there is nothing I can do anymore. Please, if you will run into any problems with any casinos, do not hesitate to contact our Complaint Resolution Center once more. We are here to help! If you will have any questions, you can contact me through pavel.k@casino.guru.