The player from Germany had pending withdrawals of €500.00 each made on November 25th and 27th, which had not been processed despite the 3 business days stated in the terms and conditions having passed. Live support assured him that the withdrawal was in the final step but could not provide a completion date. After 14 days without payment, the player sought assistance, but he did not respond to follow-up questions from the Complaints Team. As a result, the complaint was rejected due to lack of communication.
RoyalGame Casino - Player's withdrawals are delayed.
Amount: €1,000
RoyalGame Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
On November 25th and November 27th, I made withdrawals of €500.00 each. Until today, there has been no payout, even though the 3 business days stated in the terms and conditions have already passed. The live support keeps assuring me that my withdrawal is in the final step and I should remain patient since the finance department is busy. When I ask when it will be completed, I always get the response that they can't provide an exact date. Perhaps you can help me with this issue.
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3 months ago
Dear Cees04,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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3 months ago
Translation
Hello Kristina,
Since the casino says that no verification is necessary at this time, I assumed that this would also be processed within 3 working days. However, that is not the case. Now I will follow your advice and wait another week. If nothing has happened, I will get in touch with you.
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3 months ago
Translation
Hello Kristina,
It has now been 14 days and unfortunately the money has still not been paid into my bank account.
Can you help me?
Automatic translation:
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3 months ago
Thank you for your reply, Cees04. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Do I understand correctly that your account has not been verified yet?
- Did you accumulate your winnings with or without an active bonus?
Thank you.
