RoyalSpin Casino - Player's withdrawal has been significantly delayed.

They advertise 60minutes (sometimes up to 24hrs!) withdrawal times, I've been waiting 2 and a half weeks. Every time I ask them why it's taking so long, they say they can't give me any information, nor can they give me any timeframe for payment.

This to me seems like an outright con job.

Sent all my documents, which were approved, wasn't using bonus funds.

Dear phildo24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

No previous withdrawals.

The casino does not put withdrawals into any queue, they just leave it in your account, no doubt hoping you'll play it back.

I don't have logs of the live chats but emails have just been "Please wait for approval of your withdrawal." "I can't tell you the exact dates. But I see that your payment is still under consideration." etc.

Thank you very much, phildo24, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you phildo24 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RoyalSpin Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I don't think they're going to reply. I went and asked what was happening on their live chat the other day, they said "One sec" and then disconnected the chat and now the chat window no longer shows up on their site for me.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter