Royal Vegas Casino - O levantamento dos prémios dos jogadores está atrasado.

I got verified and withdrew 500 of my 750 ish winnings, waited so long for the withdrawal i lost the rest andyway I emailed a few times no response and hit help centre 404 file not found? No help no responses and no money to Skrill yes Skrill in 8 days

Dear Tinelear,

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.

Thanks for your response, it is verified as specified above, just awaiting your end processing it to Skrill, 9 days now in a few minutes so I'll wait and contact you again once not paid out

Dear Tinelear,

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.

Hi Nick, no still haven't been received and haven't heard a thing from them, complete silence and it's now 14 days. I have emailed them on a few occasions and all have been ignored

Thank you Tinelear for all the information provided. I will now forward your complaint to my colleague Martina (martina.b@casino.guru), who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Dear Tinelear,

My name is Martina and from now on, I will assist you with resolving your complaint. 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 Vegas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Martina, thank you

They have to respond tomorrow and they now answer me after weeks of emails and ignoring me. They're now asking me for KYC Docs and I'm verified and although I never had an issue logging in as it's autosaved I now can't, clicked forgot password, check your email and nothing sent. Waited as the link expires it said in 10 minutes, still nothing. Live chat link is error 404 on all platforms. So I once again sent the docs to the email provided along with screenshots of me not being able to login into the account, error 404. Sent Id , selfie with ID, and proof of address and it's unedited. CC myself

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.

Sorry as I haven't done this before, next step if one is a solicitor if they fail to respond? I can't just leave them get away with scamming me and accusing me of fraud as it's slander and theft IMO, do casinos normally ignore Casino Guru and go to small claims court? Thank you for your help with this matter thus far

Dear Tinelear, I do understand that you feel hopeless.

However, as our standard complaint handling procedure is granting any party a certain time frame for a response, we need to allow this time to the casino. In a lot of cases an immediate response is not possible due to gathering the required information; that's why we have implemented the timeframes for a response. I have my fingers crossed the casino team will soon respond..

Thank you Martina, appreciate the help x

Dear Tinelear,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ECOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Alderney Gambling Control Commission itself (https://www.gamblingcontrol.org/player-complaints/submit-a-complaint or info@agcc.gg). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (martina.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett