Wins Royal Casino - Player's withdrawal continuously delayed.

I first made my inquiry on August 22, 2023, and have been corresponding until today, but WinsRoyal has no intention to make a payout.

They have been denying the withdrawal of my balance of $10,313 for over three months now.

They are intentionally taking time to delay the verification of my account for nearly two months, and even after the verification is completed, they are avoiding payment by citing problems with the withdrawal system.

Currently, I have a pending request for $983.25, which I applied for on November 17, 2023.

I was told that this request would be paid within 72 hours, but that promise has not been kept and has been left unattended to this day.

Dear tepopo3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wins Royal Casino.

We'll try to contact the casino and ask for assistance, but before we do, could you please share your recent relevant correspondence with the casino?

• Send the information to my email at tomas@casino.guru
• Could you also specify which payment method are you using for the payout?

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,

Tomas

sent an email

Since the number of communications with the casino is quite large, I sent the date and time of the start of the inquiry and the date and time of the most recent inquiry.

Thank you very much, tepopo3, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, tepopo3!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, tepopo3!

I have been informed by the casino representative that you should be able to withdraw without any problems. Previous delays were caused by background checks by the casino and KYC completion process. Also, your balance is around 10k$, but at the same time you have only one pending withdrawal, while you can request 4 withdrawals per week. So, please, let me know if you will succeed.

Understood

I will wait for a while to see if the withdrawal is made.

However, the fact is that the withdrawal has not been made many times in the past, and even though 72 hours have passed since I applied for it on 12/06, the money has not been received.

Once the payment has been made, I will write again here.

The first withdrawal has been confirmed.

Thank you for your cooperation.

Hi, tepopo3!

Has there been any progress on your further withdrawals?

Multiple withdrawals have been completed

It looks like it will still take some time to withdraw all of the items, but I think it's okay.

Thank you! We will be patiently waiting for you to withdraw the whole sum.

Hi, tepopo3!

Has there been any progress on your further withdrawals?

We have confirmed multiple withdrawals.

It looks like it will still take some time to get the full amount down.

Hi, tepopo3!

Has there been any progress with your remaining withdrawals?

Dear tepopo3,

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.

About $5000 has not been withdrawn yet.

Withdrawals are no longer being made

I will ask the casino if there is any particular problem with it.

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.

Hi, tepopo3!

I have received info that there have been withdrawals processed in February. Can you confirm it?

I was able to confirm

It took a while, but I was able to withdraw the money.

Wonderful, please, let us know when you will receive the rest!

Dear tepopo3,

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.

Withdrawals are delayed again

Of the remaining $4,000

I have applied for $1,000 three times, but none of them have been granted.

Well, let us patiently wait, I will extend the timer for 2 more weeks and if they will not be granted by then, I will contact casino representative once more. I could do it now, but I guess that the answer would be the same - that the withdrawals should be processed and that you are not prevented from withdrawing anything.

Hi, tepopo3!

Has there been any progress with your remaining withdrawals?

Dear tepopo3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We have decided to close this complaint as unresolved after we have received information from the player that the last payment has been made on 20.02.2024. tepopo3, please, when (or if) you will receive the rest of the disputed amount, please, let us know and we will change the status of this complaint to resolved. For now, we consider fair that casino has Safety Index decrease due to such long withdrawal timeframe.