HomeComplaintsRoyalGame Casino - Player’s withdrawal is delayed.

RoyalGame Casino - Player’s withdrawal is delayed.

Amount: €500

RoyalGame Casino
Safety Index:Below average
Submitted: 08 Oct 2024 | Case closed : 28 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 week ago

The player from Germany requested a withdrawal of 500 euros made on 01/10/2024, but continued to receive the same excuses regarding delays. The Complaints Team extended the response time by 7 days for the player to provide an update. However, due to a lack of response from the player, the complaint was rejected as the investigation could not proceed.

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3 weeks ago
Translation

Hello,

On 01/10/2024, I requested a withdrawal of 500 euros.

Since then, I've been getting the same excuses about delays and so on.


Automatic translation:
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3 weeks ago

Dear jennraspel,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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3 weeks ago
Translation

Thank you for the answer.


Automatic translation:
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3 weeks ago

Dear jennraspel, as the 14-day waiting period is nearly over, I wanted to check in and see if you have received your winnings yet. Could you kindly let me know if everything has been processed on your end? Thank you in advance for your update.

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2 weeks ago

Dear jennraspel,

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 reject the complaint.

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1 week ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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