Wins Royal Casino - Player’s withdrawal has been delayed for weeks.

I made a $200 deposit and won $1,353. I uploaded my documents, and my account was fully verified. Live chat confirmed that the account is verified and the withdrawal will be processed soon.

On October 24, the live chat representative called wr.endi and told me the following: "Yes, everything is good, your documents are verified, and your withdrawal is in process."

On November 3, I contacted live chat again to ask why the cashout was not processed yet, and this is what they wrote:

"This request has been forwarded to the finance team, and the withdrawal will be approved as soon as possible. We apologize for the delays caused."

Again, I contacted chat on December 4, 2024, and this is what they had to say:

"Withdrawals may take a bit longer if there is a traffic overload. We process withdrawals in order from first requested to last."

Unfortunately, it was all a lie. The cashout was never processed, and live chat continued to apologize, saying I had to wait longer.

The accounting team and support are doing their best to transfer the funds as soon as possible.

I kindly ask for your help in getting them to pay.

Dear Havhenrick9,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with your withdrawal. We understand how frustrating this must be, and we are here to assist you in resolving the issue.

To proceed with your case effectively, we kindly ask for a bit more information to clarify the situation:

• Did you accumulate your winnings with or without an active bonus? If a bonus was involved, could you please share the bonus terms or details?
• Have you received any further updates from the casino since your last communication on December 4, 2024?
• Could you confirm if the casino has provided any time frame or reason for the delay beyond the explanations already mentioned?
• Are there any additional emails, screenshots, or documents that could help us better understand your interactions with the casino? If so, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to investigate this matter thoroughly and mediate effectively with the casino. Without your input, we won’t be able to proceed with the case or take the necessary steps to seek a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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.