The player from Finland had verified her account but faced repeated requests for bank card verification, preventing her from withdrawing her winnings. Despite contacting support multiple times, the issue remained unresolved for over a week. The player finally received confirmation from the casino's finance department that her withdrawals had been processed. As a result, we marked the complaint as resolved.
Royal Stars Casino - Player’s withdrawal has been delayed.
Amount: €175
Royal Stars Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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4 months ago
Translation
I am experiencing issues with verifying my account and withdrawing my funds.
The casino promises to process withdrawals via my chosen payment method, in this case, a bank card, within 48 hours, but nothing happens.
For over a week, I’ve been attempting to verify my account and withdraw my funds, always receiving the same response: "please send bank card verification." The irony is that the finance department already has my bank card verification among my details. So, my account is verified, but it seems that the casino does not want to release my winnings. The bonuses are not in question; there are no issues with that.
I have contacted the chat support numerous times, and they always assure me that the withdrawal will be processed soon.
The finance department just keeps asking for the bank card verification repeatedly.
It seems like they don’t want to let me withdraw my winnings at all, and my patience has run out. This is not proper customer service.
I have the right to withdraw my winnings without any hassle as I have deposited real money in the casino and won with it.
Automatic translation:
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4 months ago
Dear Miracle73,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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4 months ago
Hi, and thanks for your reply! I've been in contact with the casino numerous times via chat, as well as by e-mail to the finance department itself, I haven't been told what the problem is with confirming my account, I've only been asked to confirm my bank card, which they already know in my profile. I don't get a factual answer to my inquiries either.
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4 months ago
Translation
Hello, I just received information from the Casino's finance department that my withdrawals have been processed, so this case can now be closed from my side. However, thank you for your cooperation.
regards
Miracle73
Automatic translation:
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4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Miracle73, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
