Royal Vegas Casino - Player's struggling to withdraw his winnings.

made a withdraw gave them all the info they needed transactions statements on my main method of deposit and withdraw that I use and used for this deposit then they want ownership of a prepayed visa I used over three months ago that I no longer have and that was not used for the deposit or withdraw refuse to pay me now with all my info and then some very bad bad casino robbing people unacceptable very unprofessional I’m going to do whatever I can for them to release my funds that they r holding without real reason other than trying to scam me

Dear kevkella,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the prepaid card seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

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,

Kristina

Dear kevkella,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.