Casino Royal Club - La retirada del jugador se ha retrasado.

I keep being told that my withdrawal is coming soon I won off of regular money sent all my paperwork it has been about 20 days of them giving me the same different excuses over and over again they said my paperwork has been approved I've given them the deposit address many times .

Dear jsandoval920,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you managed to pass the verification? Have you made any successful withdrawals before?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

I've been told that I don't need anything else .. I will be processed soon this is my first withdrawal but then I read on a lot of the reviews where people are not getting paid out from this casino and that they are saying the same things to me that they have told these other people

Their customer service number for the US is actually a packing and moving place not a casino customer service number

Thank you for your reply, jsandoval920. Do I understand correctly that you didn't use any bonuses? What payment method to withdraw your winnings have you opted for?

I purposely didn't want to use any bonuses so my first deposit I didn't use any bonuses.. my second deposit didn't go through I spoke to customer service they offered me 50 free spins for waiting.. I then proceeded to meet the requirements for withdrawal but I'm assuming the max cash out for that was only $100 because I had a lot more than that that I won off of the spins then my second deposit showed up they said I could not cash out the second deposit until the hundred dollars was cashed out successfully so in other words I couldn't do two at once is what they told me so I ended up playing the second.. thinking that I was going to receive this $100 a lot sooner than what they said now they try to avoid me it seems on the chat line they send me pre-recorded typed messages the saying the same thing over and over again either their wallet is down or we escalated your cash out and it will be made as soon as possible and then they keep on asking me to send them an updated Bitcoin address which is still valid so I keep sending them the same Bitcoin address with no response on why they want the address over and over again or what they're actually doing with it because they're not sending the money there

Thank you very much jsandoval920 for your cooperation so far. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

You might want to wait they said that the deposit might be going through I'll let you know if it doesn't because they said that about a couple hours ago and it's a Bitcoin transaction so I'm not quite so sure but I will give you an update if it's not in my account in the next 24 hours

This issue has been taken care of and the casino has credited my account I felt it shouldn't have taken as long as it did but I appreciate that they did that and maybe withdrawals either should be taking care of right away within the time slot that they said it would take or change their terms and conditions to relatively what it does take

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Jozef (jozef.k@casino.guru) 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.  

Hello jsandoval920.

Please, could you confirm that the matter was resolved? Thank you for your insight about long withdrawal periods. Since it is not the first time and in fact, there are multiple cases about similar issues, we will certainly start mentioning this in our review of their casino.

They have refunded my withdrawal everything is good thank you

Dear jsandoval920.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, Jozef