Royal Vegas Casino - El retiro del jugador se ha retrasado.

Hello, I have made a withdrawal since Sunday, May 11th, and they have not deposited it. They have asked for my personal information and I have already sent it and they have only accepted my identity and they have not accepted my proof of address. I have already sent it several times and they do not accept it. I need help with a withdrawal because it has been like 5 days and they have not deposited anything. I thought that this casino was something serious, but they do put up obstacles so that one can withdraw their winnings.

Hola yo tengo desde el domingo 11 de mayo que Ise un retiro y no me lo an depositado me an pedido los datos personales y ya los envié y solo de la identidad me lo an aceptado y el comprobante de domicilio no me lo aceptaron ya lo eh enviado varias beses y no me lo aceptan nesecito que me ayuden con un retiro porque ya llevo como 5 días y nada que me depositan pensé que este casino era algo encerio pero si ponen peros para que uno pueda retirar sus ganancias

Dear Aracelycacereslun,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and provide assistance, could you please clarify a few details?

• What specific proof of address have you submitted, and in what format (e.g., utility bill, bank statement)?
• Can you confirm the specific reasons the casino has given for rejecting your proof of address?
• Have you received any confirmation from the casino regarding the status of your withdrawal request?
• What personal information have you provided to the casino?
• Have you had any previous issues with withdrawals from this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello, if I have sent a water bill, an internet receipt, and a bank statement, and none of them have accepted the withdrawal I made on Sunday. They returned it to me. I spoke to an agent and they say that if they don't accept that address, they won't pay me the withdrawal. I need help since I trusted the casino thinking it was a good option.

Hola si en enviado boleta de agua resivo de internet y estracto de banco y ninguna me an aceptado el retiro que Ise el domingo me lo devolvieron al juego able con un agente y dicen que si no me aceptan ese domicilio no me van a pagar el retiro nesecito ayuda ya que yo confíe en el casino pensando que era buena opción

Could you please forward to veronika.f@casino.guru the documents you sent to the casino as proof of address?

Has the casino specified why the documents you provided were not accepted for verification?

Additionally, could you confirm the following:

• Have you uploaded the documents in the correct format?
• Do the documents contain all the required personal information, including the name and address that match your casino profile?

Hello, good day. I already sent you the documents. I hope you can help me.

Hola buen día ya te envié los documentos espero puedas ayudarme

Thank you for your email.

Do you have any other document that you could send to the casino as your proof of address? I'm not sure if the paper receipt you sent contains all the information required by the casino. Please note that your full name and address must be clearly visible on the document, and this information must match the name and address entered in your casino profile.

For proof of address, the following documents are usually acceptable:

• A bank statement, or
• A utility bill (such as an electricity, gas, water, internet, or landline phone bill), as long as the document is not older than six (6) months.

Please let me know if you have one of these documents available.

Hello, if I have other documents I have sent them to you. I hope you can help me.

Hola si tengo otros documentos te los eh enviado espero puedas ayudarme

Hello Aracelycacereslun,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your message.

I understand that the verification process can sometimes feel demanding, but it is essential to ensure a safe and trustworthy environment for all players. When submitting documents for verification, it is important that the documents are official — meaning they must either be in the form of a PDF directly issued by the relevant institution or an original letter containing official elements such as a stamp and the institution’s logo.

Unfortunately, the photos you submitted only contained a table, which could have been created manually and does not meet the criteria for official documentation. Do you have any official documents that clearly show the name and logo of the company or institution, along with your personal information? If so, please send a copy of such a document to the casino, so that they can continue with the verification process.

Dear Aracelycacereslun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.