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.

Yes, I played with a welcome bonus. The deposit was $200, and the bonus was $400, with standard terms. However, as far as I remember, I won with the cash funds and didn’t use the bonus, so I was able to cash out without the bonus early. Unfortunately, the live chat keeps repeating the same thing, and they are ignoring my emails. I have not received any further explanation for the payment delay. I am now sending some screenshots that may assist in resolving the complaint to the email address provided: petronela.k@casino.guru.

Hi Havhenrick9,

I’m sorry for the delayed response to your complaint.

Thank you for your reply and for providing more information about your situation.

• To proceed further, could you please clarify whether you completed the wagering requirements of the welcome bonus before you requested the withdrawal? If the bonus was involved, we would need to confirm that these requirements were met to avoid any potential issues with the withdrawal processing.
• Additionally, if you have any evidence of meeting the wagering requirements, such as screenshots or transaction logs, please forward them to my email at petronela.k@casino.guru. This will help us gather all the necessary details to assist you in resolving this issue.

Thank you in advance for your reply.

The casino has the option to cashout early before the wagering is being met as long as you didn´t touch the bonus yet and played from the cash . The amount I cashed out was $1353 after bonus removal. I sent a screenshot to show the bonus cancellation to the email mentioned above

Hi Havhenrick9,

I’m sorry for the delayed response to your complaint.

Thank you for your reply and for sharing the screenshot showing the bonus cancellation. I appreciate the additional details.

After reviewing the terms and conditions for the bonus on the casino’s website, it seems that the wagering requirements need to be fully completed before any withdrawal can be processed, even if the bonus was removed from your account. The specific clause you mentioned indicates that players must fulfill the wagering requirements before being paid out.

Given this, it is likely that the withdrawal could not be processed unless these requirements were fully met, even though the bonus was removed.

To proceed, I’d still recommend reaching out to the casino for further clarification on their specific requirements and to confirm whether there are any additional conditions that could be affecting your withdrawal. If you have any further evidence, such as transaction logs or additional communication from the casino, please feel free to share that with me.

Thank you again for your cooperation.

Early withdrawal is allowed there, you can check it with the casino, I am 100% sure it is not the case

Thank you very much, Havhenrick9, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Havhenrick9,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Wins Royal Casino team,

Could you please explain the player's situation in more detail? What is the estimated time frame for processing the withdrawal in question?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Dear Havhenrick9,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint by contacting us via email anytime.

Best regards,

Branislav, Casino.Guru