RoyalGame Casino - A retirada do jogador é adiada sem pagamento.

I've had a withdrawal request since March 21st and have been writing to them almost every day since then. Each time they tell me everything is fine and I don't have to verify myself. And every day the money is being processed. I have the feeling they don't want to pay me out. I deposited real money with a bonus that I played through, so I ended up with around €2,500 in real money. On March 21st, I withdrew my money and after three business days, I still haven't heard anything. Then I wrote to the chat and they said "there's a lot to do but the money is safe." I've been hearing this every day since March 21st, rephrased a little differently but basically the same thing every day. I don't think I'll get my winnings.

Ich habe seit dem 21.3. eine Auszahlung schreibe seit dem fast jeden Tag mit denen jedesmal sagt man mir es sei alles in Ordnung ich musse mich nicht verifizieren. Und jeden Tag aufs neue steht das Geld in Bearbeitung. Ich habe das Gefühl die wollen nicht auszahlen ich habe echtes Geld eingezahlt mit einem bilonus den ich aber ausgespielt hatte so das ich am Ende 2500€ ca Echt Geld hatte am 21.3 habe ich dann Geld ausgezahlt und nach drei Werktagen immer noch nichts gehört . Dann habe ich den Chat angeschrieben und die" sagten es sei viel zu tun aber das Geld wäre sicher " . Dies höre ich seit dem 21.3 jeden Tag ein wenig umschreiben anderes aber immer Grunde jeden Tag das selbe glaube nicht das ich meinen Gewinn noch bekomme

Dear oneplus8725,

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?

Could you please confirm that you have passed the KYC verification?

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Yes, hello, thank you for your answer. I haven't cashed out at this casino yet. I had a bonus with a deposit which I played through from bonus money to real money. I deposited via bank transfer, so my account must have been verified; the live chat also confirmed this. I sent photos of my ID, bank card, and proof of address today and I received an email reply. They told me this wasn't necessary. I then sent a new email asking what was happening with my withdrawal. But I haven't received a reply yet. Regards, Flo

Ja hallo danke für ihre Antwort also ich habe noch nicht in diesem Casino ausgezahlt ich hatte einen Bonus mit Einzahlung den ich von Bonus Geld bis echt Geld ausgespielt habe . Eingezahlt habe ich per Überweisung deswegen ist mein Konto wohl verifiziert,dies bestätigen mir auch der Livechat. Ich habe heute meine Fotos von meinem Ausweis meiner Bankkarte und einem Adresse Nachweis geschickt per Email eine Antwort habe ich bekommen sie sagten mir das dies nicht notwendig ist. Darauf hin habe ich eine neue E-Mail geschickt mit der Frage was mit meiner Auszahlung sei . Aber darauf habe ich bis jetzt wieder keine Antwort mfg flo

Thank you very much, oneplus8725, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.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 in the near future.

Dear oneplus8725,

My name is Jana 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 RoyalGame Casino representative to join this conversation and participate in the resolution of this complaint.

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

Thank you in advance for providing the information.

Dear all

Thank you for your patience.

Kindly be informed that all of customer withdrawals are canceled and played down by him and there is currently nothing to be processed on our side.

Best Regards

RoyalGame Team

Dear oneplus8725,

could you please confirm that there is no pending balance in your account to be processed?

Dear Jana

Kindly be informed that customer has not active balance or pending withdrawals to be processed on our side.

Best Regards

RoyalGame Team

Dear oneplus8725,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru