Royal Vegas Casino - La retirada del jugador se retrasa.

Good morning, I would like to know if you can help me with my situation. It turns out that I was playing at the Royal Vegas casino online casino. And I won 60,000 pesos from February 26, 2019 and to date I have not received the earnings, I contacted them but they insist that the money was already paid and they went to my bank with an ARN number that the bank provided me with. casino but my bank can't do anything with that number for them it's invalid and I asked them for a proof of payment and they refuse to give it to me I can't even access my casino account anymore. Could you help me? Please thanks

Buenos dias quisiera saber si ustede me pueden ayudar con mi situacion .resulta que estube jugando en el casino en linea Royal vegas casino. Y gane 60mil pesos desde el dia 26 de febrero del 2019y hasta la fecha no e recibido las ganancias ya me puse en contacto con ellos pero ellos insisten en que el dinero ya fue pagado e acudido ami banco con un numero ARN que me proporcionan los del casino pero mi banco no pueden hacer nada con ese numero para ellos es invalido y le e pedido un comprobante de pago y se niegan a darmelo incluso ya no puedo entrar ami cuenta de casino ..me podrian ayudar? Por favor gracias

Hello pinkialan19,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning, yes I was already verified since February 27, 2019 ... I won with real money ... the last time I spoke with them was April 16, 2019, after that they no longer allowed me to enter the casino

Buenos dias si ya fui verificado desde el dia 27feb del 2019 ...gane con dinero real ...la ultima vez que hable con ellos fue el 16 de abril del 2019 despues de eso ya no me permitieron la entrada al casino

I also leave the emails where I went to my bank and I sent emails to the casino to verify that I did not have the money in my account

Tambien les dejo los correos donde acudi a mi banco y le mande corrreos al casino para que verificaran que no tenia el dinero en mi cuenta

if you could help me thanks

Si pudieran ayudarme gracias

Hello pinkialan19,

At first I was thinking that you just missed the correct year in your complaint but now I can see that the issues really goes back to 2019.

Unfortunately, we do not deal with cases longer than a year so we won't be able to proceed in resolving it.

Please be sure to submit a complaint within a reasonable time period as most casino does not even store player data for longer than 6-12 months.

Is there anything recent I could help you with? If not, the complaint will be closed.

Thank you unfortunately late in following up on the case. Thank you for your attention

Gracias desafortunadamente tarde en darle seguimiento al caso ..gracias por su atencion

Hello pinkialan19,

I'm sorry that we could not help you out this time.

Please do not hesitate to contact us if you will come across any other trouble again in the future, just within a reasonable time frame.

Best regards,

Nick