Royal Reels Casino - La solicitud de retiro del jugador ha desaparecido.

Withdrawal disappeared and I have been trying to contact support in the chat.. It's been 25hrs and I havnt heard anything or received funds. Also there is noting in the transaction history saying approved/pending ect

as you can see in screenshot it says I have 6000 of the 9000 daily limit remaining so I'm assuming some things happening?

Dear Cookietherookie,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Reels Casino.

I am afraid, no screenshots were submitted. Try again now that the complaint is ongoing, or send me the information to my email at tomas@casino.guru

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any confirmation about the withdrawal request being accepted or completed?
• What games have you played in the casino? (slots, live games, betting on sports)
• When was the last time you were in contact with the casino support and what did you discuss?
• Have you completed account verification in the casino?

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,

Tomas

Hey mate,

I was playing slots and yes account is verified.

Update...

Someone got back to me from royal reels in the chat (after 3rd attempt)

The let me know payment was processed and that there may be a 3-5 business day delay with funds getting into my bank account due to unforeseen circumstances.

They were informal though..

And nothing on the transactions still

Thanks for the update

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 withdrawal has been successfully approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

I'll await more news from you.

Dear Cookietherookie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.