The player from Germany had a withdrawal request pending since March 21st, with ongoing communication indicating that everything was fine, yet no progress had been made. He felt that the casino was delaying payment despite having deposited and wagered real money amounting to around €2,500. The Complaints Team had contacted the casino, which stated that the player had no active balance or pending withdrawals to process. Due to the player's lack of response to inquiries, the complaint was closed, but he retained the option to reopen it in the future.
RoyalGame Casino - Player's withdrawal is delayed with no payout.
Closed
Our verdict
Player stopped responding
Amount: €1,200
RoyalGame Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
I've had a withdrawal request since March 21st and have been writing to them almost every day since then. Each time they tell me everything is fine and I don't have to verify myself. And every day the money is being processed. I have the feeling they don't want to pay me out. I deposited real money with a bonus that I played through, so I ended up with around €2,500 in real money. On March 21st, I withdrew my money and after three business days, I still haven't heard anything. Then I wrote to the chat and they said "there's a lot to do but the money is safe." I've been hearing this every day since March 21st, rephrased a little differently but basically the same thing every day. I don't think I'll get my winnings.
Automatic translation:
Public
Public
8 months ago
Dear oneplus8725,
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?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
8 months ago
Translation
Yes, hello, thank you for your answer. I haven't cashed out at this casino yet. I had a bonus with a deposit which I played through from bonus money to real money. I deposited via bank transfer, so my account must have been verified; the live chat also confirmed this. I sent photos of my ID, bank card, and proof of address today and I received an email reply. They told me this wasn't necessary. I then sent a new email asking what was happening with my withdrawal. But I haven't received a reply yet. Regards, Flo
Automatic translation:
Public
Public
8 months ago
Thank you very much, oneplus8725, for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
8 months ago
Dear oneplus8725,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite RoyalGame Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
8 months ago
Dear all
Thank you for your patience.
Kindly be informed that all of customer withdrawals are canceled and played down by him and there is currently nothing to be processed on our side.
Best Regards
RoyalGame Team
Public
Public
8 months ago
Dear oneplus8725,
could you please confirm that there is no pending balance in your account to be processed?
Public
Public
8 months ago
Dear Jana
Kindly be informed that customer has not active balance or pending withdrawals to be processed on our side.
Best Regards
RoyalGame Team
Public
Public
8 months ago
Dear oneplus8725,
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.
Public
Public
7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jana
Casino.Guru
