HomeComplaintsRoyalGame Casino - Withdrawal of player's winnings has been delayed.

RoyalGame Casino - Withdrawal of player's winnings has been delayed.

Amount: €400

RoyalGame Casino
Safety Index:Below average
Submitted: 10 Jun 2024 | Case closed : 03 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 months ago

The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported that after approval, the €400 was returned to his gaming account due to a payout provider error. Despite being assured of a manual withdrawal, the funds remained in his gaming account. The complaint was rejected due to lack of response from the player.

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5 months ago
Translation

I have been waiting since 04.06.2024 for my withdrawal, but absolutely nothing has happened. I have contacted the live chat multiple times, but they always just tell me that I will definitely receive my money, yet they can't give me a timeframe.

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5 months ago

Dear Macknufi,

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,
Complaints Resolution Center

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5 months ago
Translation

Hello, my withdrawal was approved on June 10, 2024. But today the €400 was suddenly back in my gaming account. I didn't get an email saying that an error had occurred.


I contacted the live chat today and they said that the payout provider had a system error and that I should make a new withdrawal.

But I couldn't make a withdrawal because it said I had to wager the deposit once. But I had already done that.


The live chat said they would make a manual withdrawal and asked for my bank details and they said I would receive the money now. But there are still €400 in my gaming account and I haven't received an email. I suspect they want me to gamble away the play money.


Please help me get my money. I have all the live chat transcripts.


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5 months ago
Translation

You can delete my complaint.

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5 months ago

Thank you for your reply, Macknufi. Do I understand correctly that the issue has been resolved?

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5 months ago

Dear Macknufi,

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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4 months ago

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

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