Royal Planet Casino - La retirada del jugador se ha retrasado.

I requested a payout in february. i provided all the documentation they required. i also provided them with a bitcoin address for payout multiple times. they admit that they owe me the payout but keep telling me its on the way. i have a log of many of our chats, where they just keep playing the same game with me but still have not sent the payout. this is now 6 months later.

Dear jaimev33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Kristina

this is most recent chat with royal planet last night. Non stop run around with them

need something? Our Customer Service Representatives will be happy to help you."

jaimev33:

still waiting on my payout since feb 14

Agent Dean has joined the chat.

Dean:

Welcome to Royal Planet Casino.

Dean:

I am sorry for the inconvenience caused. I have reviewed your account details and noticed that your request is already in queue and will be handled at the earliest.

jaimev33:

so this is 6 monts

jaimev33:

months

jaimev33:

i have been given the runaround that it's on the way since february. i was told it would be in my account no later than march 2nd

jaimev33:

this is now august 5th. what is the problem?

Dean:

Jaime, I would appreciate if you could please connect with us after 24 hours for the further updates.

jaimev33:

is this a joke?

jaimev33:

its been 6 months and you're giving me the 24 hour game again?

To answer your questions I have not made successful withdrawals before as this was my first win there and wouldn’t deposit again until they paid out. Yes, they said I was successfully verified. And yes, I did use a bonus but this was what was cleared and able to be cashed out after the bonus (as per the reps stating so as well).

Thank you for your reply, jaimev33. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account? Do I understand correctly that you are trying to withdraw your winning via Bitcoin?

Moreover, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The status has been pending since mid february. and yes, the payout is to be via bitcoin.

Thank you very much jaimev33 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

thank you!

Dear jaimev33,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Royal Planet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Royal Planet Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Tomas

the casino just emailed me asking for a bitcoin address, again. usually they only ask through chat though, i believe this may be the first time they asked me through email, but i've provided one for them about 50 times before this regardless. no payout yet although it was less than an hour ago

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’.

after over 6 months i finally received the payout today, thank you so much for your help!!

Dear jaimev33,

I'm glad to hear that you have been paid.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas