HomeComplaintsRoyalGame Casino - Player’s withdrawal has been delayed.

RoyalGame Casino - Player’s withdrawal has been delayed.

Amount: €400

RoyalGame Casino
Safety Index:Below average
Submitted: 23 Jul 2024 | Resolved : 04 Aug 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 months ago

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.

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3 months 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:
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3 months 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

Edited by a Casino Guru admin
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3 months 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:
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Public
3 months ago

Thanks for your reply. Has the casino processed your payout yet?

Edited by a Casino Guru admin
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3 months ago
Translation

Yes, it arrived.

Automatic translation:
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3 months 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

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