Royals Tiger Casino - El retiro del jugador se retrasa debido a problemas con los documentos.

I have tried to withdraw €118, and the casino is repeatedly rejecting my ID and bank documents without a valid reason. I have sent official monthly statements in PDF format from BBVA and Revolut, which clearly show my name, address, and IBAN, as well as my deposits. Support is giving me generic answers, and the automated system keeps asking for the same information over and over. I request assistance in verifying my account and processing my payment.

He intentado retirar 118 € y el casino rechaza repetidamente mis documentos de identidad y bancarios sin motivo válido. He enviado los extractos mensuales oficiales en PDF de BBVA y Revolut, donde se ve claramente mi nombre, dirección e IBAN, además de los depósitos realizados. El soporte me da respuestas genéricas y el sistema automático sigue pidiendo lo mismo una y otra vez. Solicito ayuda para que verifiquen mi cuenta y procesen mi pago

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many deposits have you made into this casino?
• How many payment methods or bank accounts did you use for depositing money into this casino?
• Do the bank statements contain information about all the deposits you've made at this casino?
• What is the status of the other documents you sent to the casino for verification?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I made 4 deposits of €20 each with 2 bank accounts: BBVA and Revolut.

I made 3 deposits with BBVA bank.

I made 1 deposit with Revolut bank.

Bank statements contain information about those deposits.

The other documents were accepted by the casino

hice 4 depósitos de 20€ cada uno con 2 cuentas bancarias BBVA y Revolut

con el banco BBVA hice 3 depósitos

con el banco Revolut hice 1 depósito

los extractos bancarios contienen la información de esos depósitos

Los demás documentos fueron aceptados por el casino

Dear Jeanms

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Royals Tiger Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Royals Tiger Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello all.

We have reopened this case to inform everyone about the update from the player. The player wrote:

"Hello

I want to update my case. The casino has finally paid me the 118€, but only after I sent them a screenshot of this public complaint on CasinoGuru. It is clear that they only acted due to the pressure of this dispute.

Additionally, I want to report that although they allowed me to withdraw my money, my account remains blocked. They have chosen to close my account instead of maintaining me as a verified customer. I am satisfied with having recovered my money, so the case can be marked as resolved, but I want this behavior to be on their record.

Thank you for your invaluable help."

Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru