The player from Italy has requested a withdrawal three weeks ago. It hasn’t been received yet. After 28 days since the player's request of withdrawal, he was able to receive his money and the complaint is resolved.
RoyalSpinz Casino - Player’s withdrawal has been delayed.
Amount: €690
RoyalSpinz Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good evening,
I am awaiting payment of a withdrawal of 690 Euros from 29/03.
I have written reminder emails to their support, I have written daily in their chat and the answers have always been vague.
Their priority is just to remind me that "by depositing more sums and increasing the VIP level, the withdrawal speeds up ....."
Their terms and conditions state that they try to do what they can to process all withdrawals in 3-5 business days.
Furthermore, I have already completed the verification of the documents because the first withdrawal with them was successful on schedule.
I have not yet received any kind of response to my requests and reminders, I hope you can do it.
Thank you.
Automatic translation:
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3 years ago
Dear Giorgio,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?
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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hi Petronela,
thank you for your interest in my case.
As a payment method I chose Bank Transfer, the same payment I chose for the first withdrawal which ended in a very fast way.
The withdrawal has been pending since 29/03 and has not been processed.
I think the problem is related to my account because I have received confirmation from them that they are paying VIP customers and I am on the waiting list.
Their advice is to go up to the VIP level by depositing other sums to speed up the process and I think this is the most absurd thing to say to a customer who tries to withdraw a sum already won.
I await your kind reply.
Thanks again.
Good day and good work
George G ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much, Giorgio, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Giorgio!
From now on, I will try my best to help you. I would like to ask RoyalSpinz Casino's representatives to join this conversation in order to help us resolve the issue.
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3 years ago
Translation
Apparently the withdrawal is now (I would say "magically") in the "Processed" state. I wait 5 days to verify the arrival on the bill.
Thank you.
Edited
Automatic translation:
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3 years ago
Hello all,
Thank you for contacting us about your concern regarding the delay in the payout.
We are really sorry that you faced inconveniences while you were waiting for the winnings.
We have been informed by the provider that the withdrawal has been paid.
We recommend you wait a little bit longer if you have not received the transferred amount on your balance.
Kindly update us when you receive the funds.
Best Regards,
RoyalSpinz Casino
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3 years ago
Translation
Of course, I will notify you as soon as I receive them.
Automatic translation:
