Wins Royal Casino - Player unable to conduct withdrawal due to system error.

I completed KYC but cannot withdraw money due to a system error.

Contacted support but no resolution.

Dear andandjonnyx,

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.

• Could you please advise if your payment method has been verified as well?
• Were your winnings accumulated with or without an active bonus?
• Which specific area is the error related to? Is it related to the inaccessible withdrawal page, or is it solely associated with your account?

If there's any relevant communication, you can forward it to petronela.k@casino.guru.

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

Payment method is payz. It is the same method as for deposits.

Bonuses are not used.

Details of the error are unknown.

The error occurs when the button for withdrawal is pressed.

This is the error screen.

When you try to make a withdrawal, the error appears in the upper right corner

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello andandjonnyx,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite Wins Royal Casino to join the conversation and participate in the resolution of this complaint.

Dear Wins Royal Casino,

Can you please provide us with any reasons why the player is getting an error message when attempting to withdraw their funds?

Thank you.

Best wishes,

Tomas

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 just contacted the casino.

They said that the casino guru registered this site without their permission in the first place and that they are not obligated to participate in the discussion.

Thank you for the information. I will now try to contact the casino's representatives internally to see if this is correct.

Kind regards,

Tomas

I will include a response from the casino representative.

Guru is an affiliate platform and we are under no obligation to it. The principle is to not participate.

We continued to communicate with the casino and the funds were successfully withdrawn.

The error was due to a glitch in the casino's KYC system.

Dear andandjonnyx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas