The player from Austria faced an 8-day delay in processing a withdrawal, despite not needing verification for his credit card deposit. The responses received in live chat were repetitive and unhelpful. The Complaints Team had forwarded a request to the finance department to expedite the process and was monitoring the situation. However, due to the lack of response from the player, the complaint was rejected.
RoyalGame Casino - Player's withdrawal is delayed.
Amount: €480
RoyalGame Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
I requested a withdrawal.
I deposited with a credit card, so no verification is necessary, as stated in my account...
The processing has been at a standstill for 8 days.
In live chat, I always receive the same pre-recorded responses like "a little patience" or "shortly" etc.
Automatic translation:
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1 month ago
Dear Gerhardopel,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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1 month ago
Translation
Thank you for your help in the meantime.
Regards Gerhard
Automatic translation:
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1 month ago
Translation
I read that so many times.
Hello Gerhard,
Thank you for contacting our RoyalGame customer service.
I am sorry for the delay in your withdrawal. I have forwarded a request to the finance department to expedite the process and can assure you that your withdrawal will be processed as soon as possible. Please expect notification via email.
Edited
Automatic translation:
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1 month ago
Thank you for your reply, Gerhardopel. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
