The player from Germany faced issues with the verification process, which indefinitely delayed her withdrawal request of €2500. Despite being verified and having received an earlier withdrawal, the casino constantly demanded and rejected additional documents. We contacted the casino for clarification and urged them to resolve the matter. Eventually, the player received all but €500 of her winnings, and the verification process was completed. The complaint was marked as resolved at the player's request.
RoyalGame Casino - Player experiences delayed withdrawal due to verification problems.
Amount: €2,500
RoyalGame Casino
Safety Index:Below averageSafety Index
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6.4
RoyalGame Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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7 months ago
Translation
Hello,
I'm having an issue with RoyalGame. On March 29, 2024, I made a deposit in the above-named casino and concluded the wager for the welcome bonus. On the same day, I requested a withdrawal. On April 8, 2024, I received a withdrawal of €1500. A new withdrawal has been processing since that day. Now comes the problem in verification. They require additional documents which they constantly reject. One chat agent asked for a screenshot from mifinity, while another wanted it from my bank account, which is unusual when depositing with mifinity. Some don't even know why I'm not verified or what's going on with my withdrawal. I've uploaded everything, but they're continuously rejected, and I feel like I'm going round in circles with this casino. I still have €2500 pending. I hope you can assist me. If you need any screenshots or chat logs, I'll be happy to send them.
Automatic translation:
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7 months ago
Dear Biancad,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that your withdrawal hasn't been processed because of incomplete verification?
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
Hello,
Yes, the payment will not be processed further because not all items are fully verified
I have uploaded the documents almost daily and they are always rejected
When asked why they are rejected, I don't get a clear answer.
Yes, I submitted all documents in PDF format, shortly after the first payment was processed without any problems.
-Identity card front + back
-Electricity bill
-Mifinity Account Details
-Mifinity account statement LiveChat told me from 16.03.2024-20.04.2024
-Postbank bank statement from 01.03.2024-30.04 (I paid with mifinity, unusual that they ask for it.)
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7 months ago
Thank you very much for your reply, Biancad. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Translation
Hello
I sent you the live chats by email
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7 months ago
Thank you very much, Biancad, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hello Biancad,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite RoyalGame Casino’s representatives to join this discussion in order to resolve this issue.
Dear RoyalGame Casino,
Could you please provide an update on the status of the player’s withdrawal request as well as more specific details regarding why the player's documents were not accepted?
Best Regards,
Jakub
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7 months ago
Translation
Hello, thanks for the help !
My withdrawals were cancelled 3 days ago and MiFinity is no longer available as a withdrawal method. I have requested 3 new withdrawals via Visa card.
that is the current state of affairs.
Best regards
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7 months ago
Translation
Hello, on 22.05.2024 they paid me 500€ on my Visa card, so to date 2000€ are missing
Best regards
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6 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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6 months ago
Hello Biancad,
Have you received your full withdrawal, or is it still pending?
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6 months ago
Translation
I have received everything except €500 and verification is complete. The thread can be closed for now.
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6 months ago
Dear Biancad,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system.
Thank you for your cooperation and patience, and please do not 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,
Jakub
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5 months ago
Dear everyone,
We have reopened this complaint at Biancad's request to provide another opportunity for a satisfactory resolution for both parties involved.
To my understanding that the final disputed installment of €500 has not yet been received.
Dear RoyalGame Casino,
Could you please provide detailed information regarding this transaction? Why has the player's withdrawal remained incomplete for such an extended period?
Thank you for your prompt attention to this matter.
Best Regards,
Kubo
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5 months ago
Hello Biancad!
I'm checking with our Support team to see when you'll be able to get the last payment and what the reason could be.
Best regards,
Royalgame team
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5 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that the withdrawal request in question was processed from our side on 16.07.2024. Please accept our sincere apology for the delay.
Best regards,
Customer Support
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5 months ago
Translation
Money was paid out.
Thank you very much, thread can be closed.
Automatic translation:
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5 months ago
Dear Biancad,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
