RoyalGame Casino - El jugador aún no ha recibido las ganancias.

I am put off every day and my promised payment is not transferred

Ich werde jeden Tag vertröstet und meine zugesagte auszahlung wird nicht überwiesen

Dear player,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I still haven't received any payment

Nein ich habe weiterhin keine Auszahlung erhalten

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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.

I wrote to you by email

Ich habe Ihnen per Email geschrieben

Dear player, just to confirm — do I understand correctly that your withdrawal from September 11th has already been received, and now you're waiting for three more withdrawals to be paid out? Also, do you plan to request any more withdrawals after these, or are these the last ones you're waiting for?

I received a withdrawal that I requested on September 10th on September 15th. I canceled the one I requested on September 11th and initiated a new one, which was on September 18th, but I didn't get it. I also have one outstanding from September 21st and 23rd, each for €500, and one from September 18th. I followed the terms and conditions when I applied. The first withdrawal went smoothly and within 3 working days, as stated in the terms and conditions. All subsequent withdrawals are held back and I keep getting put off. Every time I write to the casino, they say everything is fine and I will receive the withdrawal shortly, something isn't sent. The first one also went within 3 working days.

Ich habe eine Auszahlung die ich am 10.9. Beantragt hatte am 15.9.  Bekommen. Die Beantragte vom 11.9. Habe ich storniert und neu angestoßen das war am 18.9.  Die habe ich nicht bekommen. Ausstehen tun auch eine vom 21.9. Und 23.9. Jeweils 500 euro und die vom 18.9.  Die agb s habe ich bei den Anträgen beachtet. Die erste Auszahlung ging reibungslos und in 3 werktagen, so wie es in den agb s stehr. Alle weiteren werden zurück gehalten und ich werde immer vertröstet.  Immer wieder wenn ich das Casino anschreibe, es sei alles in Ordnung und in Kürze würde ich die Auszahlung erhalten was nicht geschickt. Bei der ersten ging es auch in 3 Werktagen. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla (karla.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

To what extent can you

Help me get my money?

In wieweit können sie mir

Helfen mein geld zu bekommen ?

Hello myriem25,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from RoyalGame Casino into this conversation.

Dear RoyalGame Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transactions? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear myriem25,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

RoyalGame Casino Team

I've been getting this message for 14 days.

Diese nachricht bekomme ich seit 14 tagen gesagt.

Dear RoyalGame Casino,

Thank you for your reply and for confirming that the player’s withdrawals have been forwarded to the relevant department.

In order to ensure a smooth resolution of this complaint, I kindly ask you to process the pending withdrawals as quickly as possible. I am setting the timeframe for this complaint at 7 days for the completion of the player’s withdrawals.

If you require any further documentation or verification from the player, please send the requirements immediately so there is no additional delay in the payout process.

I will be waiting for your prompt update regarding the status of these withdrawals very soon.

Best regards,

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear myriem25,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla