El Royale Casino - La retirada del jugador se ha retrasado.

From a deposit of around USD 60 I won around USD 1,500 via the Big Jackpot at Cash Bonanza 3. The casino advertised no limits on winnings and it was extremely slow/lagging on verification. The payout also took 3 weeks with about 10 emails and ended up with only 300 of almost 1400 USD being paid out. To this day I am waiting for the final payment of almost 900 USD, which is now being processed in the system again after I requested it more than 1 week ago. Nothing happens 🙁

Aus ca 60 USD Einzahlung gewann ich via Big Jackpot bei Cash Bonanza 3 ca 1.500 Dollar. Das Casino warb mit No Limits beim Gewinn und es war extrem langsam/verzögernd beim Verifizieren. Die Auszahlung dauerte auch 3 Wochen mit ca 10 E-Mails und endete darin, das nur 300 von knapp 1400 USD ausgezahlt wurden. Bis heute warte ich auf die Restzahlung von knapp 900 USD wo nun wieder als in Bearbeitung im System ist nachdem ich vor über 1 Woche diese neu anforderte. Nichts passiert 🙁

Dear hugbearli,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello,

Today I was only paid a partial amount of 300 USD again and over 600 USD are open.

Please check my account briefly and pay me the full profit after almost 2 months 🙁

Thanks

Hallo,

heute nun bekam ich erneut nur eine Teilsumme in Höhe von 300 USD ausgezahlt und über 600 USD sind offe.

Bitte prüfen Sie doch kurz meinen Account und zahlen mir nach knapp 2 Monaten den Gewinn komplett aus 🙁

Danke

Thank you, hugbearli, for the update. Could you please advise how many days ago you received your last payment?

Hello 🙂

That was 3 days ago. I had requested the over 920 USD and got this 300 - the rest was credited back to the account as a credit. Unfortunately, I didn't find any indication that you can only pay out 300 USD per month, for example, and I think that's very little.

Thank you for your great service here 🙂

David

Hallo 🙂

Das war vor 3 Tagen. Ich hatte die über 920 USD angefordert und bekam diese 300 - der Rest wurde wieder auf das Konto als Guthaben zurückgebucht. Leider fand ich nirgendwo einen Hinweis, das man nur zB 300 USD monatlich auszahlen kann und halte das für sehr wenig.

Vielen Dank für euren tollen Service hier 🙂

David

It is not ideal, I absolutely agree. Have there been any developments since our last conversation, please? Have you received any other payouts?

Unfortunately I didn't receive anything else 🙁 You may be able to point out (as with other casinos) that there are extremely low payout limits here 🙂

Leider nichts weiteres erhalten🙁 Eventuell könnt Ihr ja darauf hinweisen (wie bei anderen Casinos auch) das es hier extrem niedrige Auszahllimite gibt 🙂

Thank you very much, hugbearli, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear hugbearli,

This is Tomas and from now on, I will be taking care of your complaint. Please, could you update us on your current situation? Have you received the rest of the payment already?

In case you have not, can you specify the missing part from the whole payment, please?

Thank you.

Best Regards,

Tomas

Hello Thomas,

Thank you for your commitment 🙂 Attach 2 screenshots, originally it was 1300 USD and the payouts are extremely slow and are shortened each time with the justification of any payout limits 🙁

Warm greetings

Hallo Thomas,

vielen Dank für euer Engagement 🙂 Füge 2 Screenshots bei, original waren es mal 1300 USD und die Auszahlungen sind extrem langsam und werden jedesmal gekürzt mit der Begründung von irgendwelchen Auszahlungslimiten 🙁

Liebe Grüsse

Thank you hugbearli for your reply and for the attachments.

I will contact the casino now and try my best to resolve the issue as soon as possible.

Dear El Royale Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear CasinoGuru team,

after I always (3x in 2 months) received such mails

finally something happened one day after your mail to the casino and the remaining amount was paid out! 🙂

Thank you for the great service you offer here! 🙂

David

Liebes CasinoGuru Team,

nachdem ich immer (3x in 2 Monaten) solche Mails bekam

hat sich ein Tag nach eurer Mail ans Casino endlich etwas getan und der Restbetrag wurde ausbezahlt! 🙂

Vielen Dank an euren tollen Service welchen Ihr hier anbietet! 🙂

David

Dear hugbearli,

I am really glad to hear that! 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.

Kind regards,

Tomas