The player from Germany had requested a withdrawal and completed all verification requirements, but the withdrawal had been delayed for over a week, with no clear timeline provided by live chat. The player was asked for additional details and a screenshot of the withdrawal request. After confirming that the payout had been processed, the complaint was marked as resolved.
RoyalGame Casino - Player’s withdrawal has been delayed.
Amount: €400
RoyalGame Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello,
I requested a withdrawal and fulfilled all the verification requirements since this was my first withdrawal.
Supposedly, my withdrawal should have been processed within 3 days. It has now been a week, and the live chat always tells me that there may be further delays. However, they cannot tell me when the withdrawal will be completed.
I need your help.
Automatic translation:
Public
Public
1 month ago
Dear Tekodi,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Could you please share a screenshot of your withdrawal request with the status visible?
- Could you please specify the date of the withdrawal request?
Looking forward to hearing from you.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello Thomas,
1. No, it was just said that I have to be understanding. There are a lot of transactions. As if that was a reason!
2.
3. The date is on the screenshot
Automatic translation:
Public
Public
1 month ago
Dear Tekodi,
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 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,
Tomas
Casino.Guru
