The player from Germany struggled with incomplete verification and withdrawal processes at the casino. He expressed frustration with the unhelpful live chat and demanded to receive his funds. The Complaints Team intervened by contacting the casino to clarify the status of the player's documents and to expedite the verification process. Ultimately, the player's issue was resolved, and he confirmed that his winnings had been paid out.
Royal Stars Casino - Player’s verification and withdrawal are delayed.
Amount: €300
Royal Stars Casino
Safety Index:HighSafety Index
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8.3
Royal Stars Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
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Dear CasinoGuru team,
Unfortunately, I have not had any good experiences with the above-mentioned casino so far. My verification and withdrawal are still not completed. The live chat is completely incompetent in helping me or answering my questions.
I now want to receive my money!
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5 months ago
Dear Ikarusxt,
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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your documents been approved by the casino yet?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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5 months ago
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I'm the last person who doesn't understand this. But all the documents were submitted before I started playing.
ID both sides
Bank statement for proof of address
payment confirmation
no, I'm still waiting.
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5 months ago
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I also took the required format into account.
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5 months ago
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Now, after the fifth chat contact today, I suddenly received a message saying that I should have received an email yesterday requesting further documents. However, I did not receive an email. I have never had any problems verifying my documents in any of this company's casinos before. The documents that I uploaded were always OK. But here in this casino, it suddenly turns out that new documents are being requested. After I sent a screenshot of this email, the only response I received was from support saying that they would forward it to the responsible team and that I should be patient. I have run out of patience. Everything is being artificially dragged out here. Please ask the casino to finally request a payout here. My documents are genuine and I am the owner of the account. There is nothing to complain about here.
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5 months ago
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At around 5 p.m., I sent all the documents that were requested, plus a selfie with my ID and an account confirmation, to the finance department by email. I am very dissatisfied with the live chat at this casino. I have received absolutely no response from the finance department by email. I am happy to provide the documents that I sent to the casino if that is necessary, please let me know as soon as possible.
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5 months ago
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I have told the live chat several times that I am not receiving any emails from them. And instead of helping me to make it work, they just keep telling me to wait for a reply. But that doesn't work if I don't seem to be receiving any emails!!! The support is absolutely unwilling to help me!
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5 months ago
Thank you for the update. Can you please specify when you sent the most recent identity documents to the casino? If it was today, it's important to be patient and wait for the casino team to check and approve the documents. We usually recommend that players wait several working days for their verification to be completed. In the meantime, please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you for your patience and your cooperation.
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5 months ago
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That was 2 days ago. I also wrote emails yesterday and today.
Unfortunately I can't download the chat logs with the casino.
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5 months ago
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I uploaded the original documents about 3 days ago
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5 months ago
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This live chat is getting on my nerves!! They have absolutely no control over anything, constantly giving different statements.. informed several times that I am not receiving any emails... then 8 colleagues tell me to wait for 2 days... the 9th colleague says a document is missing... no one can say whether it has arrived... really bad communication
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5 months ago
Thank you very much, Ikarusxt, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hi Ikarusxt,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Royal Stars Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify if you have received all the requested documents from the player. Are there any documents that were already reviewed and verified?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru
Kind regards,
Natalia
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5 months ago
Dear Ikarusxt,
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,
Natalia
Casino.Guru
