The player from Germany has a withdrawal request pending since March 21st, with ongoing communication stating that everything is fine, yet no progress has been made. He feels that the casino is delaying payment despite having deposited and wagered real money amounting to around €2,500.
RoyalGame Casino - Player's withdrawal is delayed with no payout.
Amount: €1,200
RoyalGame Casino
Safety Index:Above averageSafety Index
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6.9
RoyalGame Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
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Current status
Waiting for Casino Guru to reply
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Case summary
3 days ago
Public
Public
6 days 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:
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5 days 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
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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.
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Public
5 days 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:
Casino Guru is examining the case
