HomeComplaintsRoyalGame Casino - Player's withdrawal request is delayed.

RoyalGame Casino - Player's withdrawal request is delayed.

Amount: €20,300

RoyalGame Casino
Safety Index:Below average
Submitted: 03 Sep 2024 | Case closed : 17 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Austria had requested a withdrawal of €1500 but had not received a response. He also had an additional €18,800 ready for withdrawal and wished to verify his account to withdraw €500 every three days for the remainder of the month. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.

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2 months ago
Translation

I have already requested a withdrawal of €1500 but have still received no response. I have an additional €18,800 ready for withdrawal! I would like to verify my account so that I can withdraw €500 every three days until the end of the month - a maximum of €7000 each month!

Automatic translation:
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2 months ago

Dear sebastianpieber,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you submitted any identity documents for verification to this casino? If yes, please specify which documents you provided and when exactly you submitted the last one.

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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2 months ago

Dear sebastianpieber,

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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2 months 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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