RoyalGame Casino - El jugador cree que el reintegro se ha retrasado.

Hello,

It is the second time i am facing the same problem, my first experience is also not resolved with another casino (your team is trying to solve my problem).

I played with a deposit bonus, i completed the rollover and i tried to make a withdrawal. Currently i have three pending withdrawals, the first was made on 02.02 and it was supposed to be completed in 3-5 working days. It is still under review. The reason i am making the complaint now, is because i am receiving the same answers with my previous experience and i want to react as soon as possible.

Will you pls help me?

Dear NickTheRock007,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear NickTheRock007,

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.

Hello there,

Still nothing i was only informed through live Chat that there is a delay on my payment. On Friday they told me my withdrawals are at the last stage. No verification needed, first time i withdraw money from that casino.

Could you pls help me?

As an update, still all my withdrawals are under review.

Could you pls contact the casino to ask the reason of such a delay?

Update :

Yesterday after almost three weeks from the first withdrawals, the casino asked me to verify my account (identity card) which i did (it says that the document was accepted).

I cant understand why they asked the verification after three weeks and i see no progress with the pending withdrawals.

Can you pls support me with that unconfortable situation?

Dear NickTheRock007,

The casino should have definitely contact you earlier regarding the verification process.

However, as you current must finish the verification process, there isn't much we can do. I would advise to forward all the requested documentation.

In case there would be some trouble or the verification would take longer than 2 weeks, we can intervene.

Let us know in case of any updates.

Regards,

Nick

As you see in the screenshot, it says confirmed. But the withdrawals are still pending.

Can you pls try to contact the casino? It has been really too long!!

I keep hearing the same story with my previous complaint. Those copy paste answers.

We are in the fourth week of waiting, the verification documents were accepted as you see in the screenshot.

Could you pls try to contact the casino? Its the only wait to speed up the process.

Thanks in advance

Update : The live chat informed me yesterday that my verification is completed. Still no progress with the withdrawals...this is the third week btw...

The first withdrawal was completed yesterday. I hope the other two will be also completed soon.

Hello NickTheRock007,

Glad to hear that a withdrawal has arrived.

Can you please advise what was the sum of the withdrawal you have received and how much is the remaining ones?

Regards,

Nick

500 seems to be completed but I have not received something in my bank account. Two more withdrawals, each one of 500 chf still pending.

I would like to inform you that the casino finally paid all the withdrawals. Thus, such a waiting time will guide me away from this casino. Payments should be made on time.

I would like to thank you for all the support.

Dear NickTheRock007,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru