RoyalGame Casino - El jugador experimenta un retraso en el retiro debido a problemas de verificación.

Hello,

I'm having an issue with RoyalGame. On March 29, 2024, I made a deposit in the above-named casino and concluded the wager for the welcome bonus. On the same day, I requested a withdrawal. On April 8, 2024, I received a withdrawal of €1500. A new withdrawal has been processing since that day. Now comes the problem in verification. They require additional documents which they constantly reject. One chat agent asked for a screenshot from mifinity, while another wanted it from my bank account, which is unusual when depositing with mifinity. Some don't even know why I'm not verified or what's going on with my withdrawal. I've uploaded everything, but they're continuously rejected, and I feel like I'm going round in circles with this casino. I still have €2500 pending. I hope you can assist me. If you need any screenshots or chat logs, I'll be happy to send them.

Hallo ,

habe ein Problem bei RoyalGame am 29.03.2024 habe ich in den oben genannten Casino eingezahlt und den Wager für den Willkommensbonus beendet . Habe am gleichen tag eine Auszahlung beantragt .eine auszahlung in höhe von 1500€ habe ich am 08.04.2024 erhalten. eine Neue auszahlung ist seit dem tag an in bearbeitung. Jetzt kommt das Problem beim verifizieren Die wollen zusatzliche Dokumente die sie immer und immer wieder ablehnen der Chat sagt mal sie brauchen ein Screenshot von mifinity der andere im Chat wollte es von meinem Bankkonto. was unüblich ist wen man mit mifinity einzahlt. manche wissen gar nicht worum es geht wieso ich nicht verifiziert bin oder was mit meine auszahlung ist. Habe trotzdem alles hochgeladen und es wird immer wieder abgelehnt , ich drehe mich im Kreis mit diesen Casino insgesamt sind noch 2500€ offen ich hoffe sie können mir weiter helfen falls sie noch Screenshots oder Chatverläufe haben wollen schicke ich sie gerne zu.

Dear Biancad,

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. 

• Do I understand correctly that your withdrawal hasn't been processed because of incomplete verification?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Hello,

Yes, the payment will not be processed further because not all items are fully verified

I have uploaded the documents almost daily and they are always rejected

When asked why they are rejected, I don't get a clear answer.

Yes, I submitted all documents in PDF format, shortly after the first payment was processed without any problems.

-Identity card front + back

-Electricity bill

-Mifinity Account Details

-Mifinity account statement LiveChat told me from 16.03.2024-20.04.2024

-Postbank bank statement from 01.03.2024-30.04 (I paid with mifinity, unusual that they ask for it.)

Hallo,

Ja die auszahlung wird nicht weiter bearbeitet weil nicht alle sachen Vollständig verifiziert sind

habe die dokumente fast täglich neu hochgeladen und die werden immer wieder abgelehnt

auf die frage warum die abgelehnt werden kriege ich keine richtige aussage.

Ja ich habe alle Dokumente eingerreicht in PDF Format , Zeitnah nachdem die 1. auszahlung anstandslos bearbeitet wurde.

-Personalausweis Vorder + Rückseite

-Stromrechnung

-Mifinity Konto Details

-Mifinity Konto auszug LiveChat hat mir gesagt vom 16.03.2024-20.04.2024

-Postbank Kontauszug vom 01.03.2024-30.04 (ich habe mit mifinity eingezahlt unüblich das sie es verlangen.)

Thank you very much for your reply, Biancad. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello

I sent you the live chats by email

hallo

ich habe ihnen die Live chats per email gesendet

Thank you very much, Biancad, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.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.  

Hello Biancad,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite RoyalGame Casino’s representatives to join this discussion in order to resolve this issue.

Dear RoyalGame Casino,

Could you please provide an update on the status of the player’s withdrawal request as well as more specific details regarding why the player's documents were not accepted?

Best Regards,

Jakub

Hello, thanks for the help !

My withdrawals were cancelled 3 days ago and MiFinity is no longer available as a withdrawal method. I have requested 3 new withdrawals via Visa card.

that is the current state of affairs.

Best regards

Hallo vielen Dank für die Hilfe !

meine Auszahlungen wurden vor 3 Tage Storniert und MiFinity ist als auszahlungs Methode nicht mehr verfügbar, ich habe 3 neue Auszahlung via Visa Karte beantragt.

das ist der aktuelle Stand der Dinge.

mit freundlichen Grüßen

Hello, on 22.05.2024 they paid me 500€ on my Visa card, so to date 2000€ are missing

Best regards

Hallo , am 22.05.2024 haben sie mir 500€ auf meine Visa Karte ausgezahlt , es fehlen somit bis zum heutigen Tag 2000€

Mit freundlichen Grüßen

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.

Hello Biancad,

Have you received your full withdrawal, or is it still pending?

I have received everything except €500 and verification is complete. The thread can be closed for now.

Bis auf 500€ habe ich bis jetzt alles bekommen , Verifizierung ist auch durch. Thread kann erstmal geschlossen werden.

Dear Biancad,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system. 

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Jakub

Dear everyone,

We have reopened this complaint at Biancad's request to provide another opportunity for a satisfactory resolution for both parties involved.

To my understanding that the final disputed installment of €500 has not yet been received.

Dear RoyalGame Casino,

Could you please provide detailed information regarding this transaction? Why has the player's withdrawal remained incomplete for such an extended period?

Thank you for your prompt attention to this matter.

Best Regards,

Kubo

Hello Biancad!

I'm checking with our Support team to see when you'll be able to get the last payment and what the reason could be.

Best regards,

Royalgame team

Dear Customer,

Thank you for reaching out.

We would like to inform you that the withdrawal request in question was processed from our side on 16.07.2024. Please accept our sincere apology for the delay.

Best regards,

Customer Support

Money was paid out.

Thank you very much, thread can be closed.

Geld wurde ausgezahlt.

vielen Dank thread kann geschlossen werden.

Dear Biancad,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo