The player from Germany has been waiting 14 days for the withdrawal of 3000€ from Royal Game casino, despite their terms stating a processing time of 1-3 days. They have made three withdrawal requests and received multiple assurances from support that their case is a priority, but no progress has been made.
RoyalGame Casino - Player's withdrawal is delayed.
Amount: €500
RoyalGame Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
6d 18h 24m 48s
Case summary
5 hours ago
Public
Public
5 hours ago
Translation
Hello everyone,
I have been waiting for my money for 14 days now, and the casino "Royal Game" is making no effort to pay it out.
The total amount is 3000€, but unfortunately, you can only withdraw 500€ per day - three withdrawals have been requested. The first on 11/03, the second on 11/04, and the third on 11/05. According to their T&Cs, the casino advertises a processing time of 1-3 days - I’ve now been waiting for 14 days and I'm continually told, "the money should arrive shortly."
Moreover, the support team has informed me 6 times that my case is now a priority and a VIP manager will contact me - this has NOT happened.
As shown in the attached screenshot, a support staff member escalated the case, promising funds would be available the same day - that was 7 days ago, and still, nothing has happened. 
I am asking for help because I am beginning to feel as though nothing is being processed, and I am simply being given the runaround.
14 days for processing is definitely too long!
Automatic translation:
Public
Public
5 hours ago
Dear Ickel,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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
Public
Public
5 hours ago
Translation
Hello Kristina,
I'll be happy to answer your questions:
- I have not been able to make a successful withdrawal yet.
- A KYC check has not yet taken place - support told me that I do not need to verify myself. When I click on verification in the menu, the following message appears: "It looks like your account does not need to be verified. Have fun with our games" - I cannot verify myself at all.
- I have never used a bonus on this site.
Automatic translation:
Casino Guru is examining the case
