HomeComplaintsRoyalGame Casino - Delayed withdrawal process for player.

RoyalGame Casino - Delayed withdrawal process for player.

Amount: €240

RoyalGame Casino
Safety Index:Below average
Submitted: 28 May 2024 | Resolved : 11 Jun 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Germany had requested a withdrawal more than two weeks prior, but it had yet to be processed. Despite multiple contacts with live chat support, no specific timeframe for the payout had been provided. The Complaints Team contacted the casino to inquire about the delay. The casino then processed the payout, and the player confirmed receipt of the money. The complaint was marked as resolved.

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5 months ago
Translation

I have been waiting for my payout since 11/05, but nothing is happening at all. I have contacted the live chat support several times, but they only keep telling me that I will definitely receive my money, without being able to provide a timeframe.

Automatic translation:
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5 months ago

Dear romanstolz1,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

  • Was your account successfully verified already?
  • Was this your first withdrawal attempt at this casino?
  • Did you accumulate your winnings with or without an active bonus?
  • Which payment method did you choose to withdraw your winnings?
  • If there's any relevant communication, please forward it to petronela.k@casino.guru

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela


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5 months ago
Translation

Has your account already been successfully verified? Yes, it has.


Was this your first withdrawal attempt at this casino?

Yes, it's the first time.


Did you accumulate your winnings with or without an active bonus? With bonus, but 100% did not violate the terms and conditions.


Which payment method did you choose to withdraw your winnings? Visa card

Automatic translation:
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5 months ago

Thank you very much, romanstolz1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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

Hello, romanstolz1,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.


Dear RoyalGame Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

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5 months ago
Translation

The payout is now complete and the money is on its way. Thank you for your support🤗

Automatic translation:
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5 months ago

Great news, romanstolz1!

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

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4 months ago

Dear romanstolz1,

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 consider the complaint successfully resolved.

Edited by a Casino Guru admin
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4 months ago
Translation

Money has arrived 👍

Automatic translation:
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4 months ago

Great! Thank you, romanstolz1, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks also to the RoyalGame Casino Team, for their help and cooperation outside the thread.

Best regards,

Branislav, Casino.guru

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