The player from Germany has pending withdrawals of €500.00 each made on November 25th and 27th, which have not been processed despite the 3 business days stated in the terms and conditions having passed. Live support assures him that the withdrawal is in the final step but cannot provide a completion date.
RoyalGame Casino - Player's withdrawals are delayed.
Amount: €1,000
RoyalGame Casino
Safety Index:Below averageSafety Index
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6.4
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Case opened
Current status
Waiting for player to reply
6d 17h 54m 18s
Case summary
6 hours ago
Public
Public
2 weeks 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.
Automatic translation:
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2 weeks 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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2 weeks 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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1 week 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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1 week 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.
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6 hours ago
Dear Cees04,
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.
Cees04 has 6d 17h 54m 18s to reply
