RoyalGame Casino - Player’s withdrawals are delayed.

Good day, I am reaching out for assistance as I have 3 pending withdrawals with the casino in question. The first one is for 500, made on 12/1/24; the second one for 500 on 12/2/24, and the last one for 400 on 12/3/24.

It's been more than 7 working days, but they are still being processed. I have contacted chat support multiple times and here's the response I received

My account does not need verification.

They assure me that I will receive my withdrawals soon.

What should I do to resolve this situation? Thank you for your help.

Dear Lucaluca,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning Kristina I requested withdrawals by bank transfer and I'm still like this.

Good morning unfortunately today still nothing I contacted the chat which always responds in the same way

Thank you for your reply, Lucaluca. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you.

Good morning Kristina this is my first withdrawal and I have no active bonuses.. even today I heard from them via email and chat I attach the answer. With today it is 15 days since the withdrawal.

what should i do?

Can you help me, I think it's time to intervene

Kristina good evening the casino after 20 days paid me all the winnings thanks for the support now I hope the situation with betmaster will also be unblocked

Dear Lucaluca,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina 

Casino.Guru