RoyalGame Casino - O jogador acredita que o seu pagamento foi atrasado.

Hi everyone,

I’m posting here to get some advice or perhaps some attention from the casino representative regarding a withdrawal issue I’m facing at RoyalGame

I recently had a lucky run and my current account balance is 50,000 PLN (around 11 779 EUR). To start the payout process, I requested my first withdrawal of 1,980 PLN back on April 19th. I was told by live support that the finance department usually processes these requests within 3 business days.

It has now been over a week, and my withdrawal is still "pending." Here is why I'm starting to get concerned:

• No KYC requested - despite the long wait, the casino hasn’t asked me for any documents yet.
• No ID, no proof of address, nothing. It’s strange that a "finance review" takes this long without even starting the basic verification.

Vague support answers: Every time I contact the live chat, I get the same generic response: "the finance department is checking it, please wait." They refuse to give me any specific dates or explain what exactly is being "checked."

Honestly, it feels like I’m being stalled. If it takes more than a week to process a small 2k withdrawal, I’m worried that getting the full 50,000 PLN will take forever.

I have saved all the necessary evidence, including screenshots of my balance, the pending withdrawal request, my game history, and the chat logs with support.

Has anyone else had similar issues with RoyalGame? Is this just their standard "slow" procedure, or should I be worried about getting paid at all? I just need a concrete date. Even if it's a month from now. If you could guys help settle this, I'd be forever thankful.

I’d appreciate any help or insight from the moderators or the community.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear matthew97,

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

"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."

That's the point -- they can keep on delaying the acceptance of the withdrawal. What's stopping them from delaying EACH payment for a month, a year? And you're not going to help if they keep on delaying forever?

Dear matthew97,

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.

RoyalGame finally approved 2 out of my 3 pending withdrawals after more than two weeks. However, the third withdrawal (requested on April 21st) is still pending - it has now been over 20 days.

I want to highlight the absurdity of the situation with some context:

• My total balance is 50,000 PLN.
• The casino limits withdrawals to 2,000 PLN per transaction.
• I am only allowed to have 3 pending withdrawals at any given time (totaling 6,000 PLN).
• So far, they have only approved 4,000 PLN in total.

If we look at the math: to withdraw the full 50,000 PLN in 2,000 PLN increments, I need 25 successful transactions. If each "batch" of 3 withdrawals takes 20 days to process (as it has so far), it will take approximately 160 to 170 days, nearly half a year, to receive my winnings. And that's if we're lucky and they don't stall further.

This is clearly not a "standard financial review." Since they have already approved 2 out of 3 withdrawals from the same period and payment method, there is no logical reason to hold the 3rd one. It is a transparent stalling tactic designed to keep 46,000 PLN of my money hostage, hoping I will eventually gamble it back.

The logic of "needing time to ensure everything is okay" no longer applies because they have already verified my account by approving the first two payments.

As the 14-day window has passed and the delay is ongoing without any justification, I officially request your intervention to help speed up this process.

I appreciate your help dearly.

Best,

Mateusz

Dear matthew97, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear matthew97,

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.

I didn't have time to respond due to my work. It's been over a month and a total of 10k PLN has been withdrew. We are unfortunately still waiting for more. Two-three weeks, this is how long does it take for each batch. This is frustrating, because as I said -- it will take half a year to get all the money. The livechat support plays the same game: "we are busy".

We didn't play with any bonuses and they already sent some money, but it just shouldn't be this way. Everyone out there, know one thing -- they will do everything to get you back into the game. Terrible behavior to be honest. Not planning to play there any further since I just know that if I win big again, I will see the money maybe in 5 years.

The last batch that we requested was on 14/04. No approval still, despite the fact that they've already sent the money before! Why? Nonsense. Could some representative from Royal Game explain the situation here?

Withdrawal request on 14/04, still nothing. No approval despite having previous payouts approved. The livechat says the same thing: they are "working hard" on making everything work.

This is just sad. We still have 40k to go. It's been almost two months since I've started the withdrawal journey. Only 10k came through. Given the timing, it's gonna be as I said -- in 2027 maybe we'll see everything. Maybe.

Please contact Royal Game. We are helpless at this point.

Once again -- I didn't play with any bonuses. I am not being requested for document review. The livechat keeps on delaying and stalling.

Dear matthew97,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite RoyalGame Casino representative to join this conversation.

Dear RoyalGame Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

thank you for reaching out to us.

After checking the account there seems to be some delay in the withdrawals requested by the customer. We have now forwarded the case to the relevant department for further check.

Once there is update you will be informed accordingly as soon as possible. Thank you for the understanding!

Best Regards,

Team RoyalGame

Dear RoyalGame Casino,

Thank you for the update.

We understand the matter has been forwarded to the relevant department. If there are any updates regarding the player's pending withdrawals, please let us know as soon as possible.

We look forward to your response.

Dear Barbora,

How long can they play this delay game?

Can it go for over a year until they finally pay everything? Two years?

At what point would you decide that it's their fault, there's no reaction, and that it's unresolved on their side?

It's been over a month now -- still no acceptance.

To Royal Game: you are playing extremely dirty. Everyone here knows what you're doing. Provide a hard deadline for the payout of the total amount and save your name. Whether it's July, August, November. Just be honest and have some decency.

Dear all,

apologies for the delay.

We can now confirm that the withdrawals has been completed and sent from our side, however it seems to still be in process on the payment provider’s side.

It looks like the withdrawals should be completed soon, therefore we kindly ask you for a little more patience.

Once again we apologise about the delay with the withdrawals.

Best Regards,

Team RoyalGame

Dear RoyalGame Casino,

Thank you for the update.

Could you please provide a more specific timeframe for when the player can expect to receive the funds? Considering the delays so far, any additional details would be greatly appreciated.

Dear matthew97,

Please keep us updated once the funds reach your account, or if there are any further developments regarding your withdrawals.

We look forward to hearing from both parties.

After a month, I've received 6 000 PLN.

Current amount left: 34 663 PLN (approx. 8 134 EUR)

I have requested another withdrawal of 6 000 PLN (the maximum allowed for us).

I started requesting withdrawals on 21st April, it's June 11 now.

It's been 51 days. I've received 15 980 Polish Zloty so far.

If it takes another 100 days to withdraw the rest it's going to be comical. Half a year to get your winnings back (and that's probably if we're lucky).

I just want the money I won, nothing more.

Dear all,

we can confirm that the previous withdrawals have already been completed.

Currently there are 3 pending withdrawals which are still in the normal time frame however we have also forwarded them to our relevant department for speed-up.

Thank you for the understanding!

Best Regards,

Team RoyalGame

Dear RoyalGame Casino,

Thank you for the update and for confirming that the previous withdrawals have been completed.

While we appreciate that some payments have now been received, I can also understand the player's concerns. The withdrawal process has been ongoing for almost two months, and a significant portion of the balance still remains to be paid.

Could you please provide more information about what the player can realistically expect going forward? Specifically, is there any estimated timeframe for processing the remaining withdrawals, or can you confirm whether future requests will be handled more quickly than the previous ones?

Dear matthew97,

Thank you for keeping us updated. I understand why you are frustrated. While it is positive that the withdrawals are being paid and the balance is gradually decreasing, the overall pace has understandably raised concerns, especially given the amount still left to withdraw.

For now, let's wait for the casino's response regarding the expected timeline for the remaining payments. Please continue to let us know whenever you receive additional withdrawals or if there are any new developments.

Dear Barbora,

thank you for the response.

First of all we can confirm that the latest pending withdrawals from the customer have also been completed(the ones requested after the previously delayed ones). There has been no delay with them at all.

About your question - we always deal withdrawals as per our Terms and Conditions, which are as follow:

6.13 At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

6.15 Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

6.16 The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

We hope this clarifies the matter.

Best Regards,

Team RoyalGame

Dear all,

Thank you Royal Game for the cooperation.

However... there seems to be an issue with the withdrawals. So to summarize and keep it straight:

1. On June 9 there was 34 000 PLN on my account
2. On June 11 there was 6 000 PLN total requested, and Royal Game supposedly approved it extremely quickly. I've got an e-mail confirming that the withdrawal was successful. --- Let's call it [Withdrawal 1]
3. Although the money didn't arrive yet from [Withdrawal 1], I requested another 4k in withdrawals, let's call it [Withdrawal 2]
4. Quite quickly it was approved as well, and [Withdrawal 2] arrived to my bank account.. but [Withdrawal 1] did not. Despite the fact that it was requested many days before. The bank account and IBAN were the same. The payment method was the same. And yes, I've got the confirmation for both. So at this moment it's been a week since [Withdrawal 1] went through and it's just simply missing.
5. Here's the funny part: 4 000 PLN was added to my account yesterday (June 15th) out of nowhere. The live chat support is clueless, they say that the withdrawal was successful and this is why I have additional 4 000 PLN in my Royal Game account. This makes no sense at all. If it was successful I would have 4 000 in MY BANK ACCOUNT!! Not in Royal Game account.
6. To put it simply, there's money missing and some weird stuff happening. Why did you add 4k to my account? If the [Withdrawal 1] was unsuccessful for whatever reason, why didn't you send an e-mail or communicate in any way? And if it was unsuccessful, you need to deposit 2k more guys🙂
7. Also, [Withdrawal 1] being unsuccessful is just highly unlikely. Why? Because firstly, Revolut accepts literally any type of payments, and secondly, because [Withdrawal 2] went through without any trouble. Just like the withdrawals before.

Royal Game,

Please provide a response, and ensure that the total balance is 50k minus successful withdrawals. Successful!

Revolut just confirmed that [Withdrawal 2] was received, but [Withdrawal 1] never actually hit Revolut. They didn't reject it nor it is hanging. So it's very interesting. The question is -- where is the money? Was it ever send, or somebody just checked a button on our account?

Dear RoyalGame Casino,

Thank you for your continued cooperation.

However, it appears that this case is no longer simply about withdrawal delays.

According to the player's latest update, one withdrawal was marked as completed and the player received a confirmation email, but the funds have still not reached the player's Revolut account.

The player has contacted Revolut directly and was informed that no incoming transfer matching the disputed withdrawal was received, rejected, or returned. At the same time, a later withdrawal using the same payment method and IBAN was processed successfully.

In addition, the player reports that 4,000 PLN was recredited to the casino account without any explanation, which has understandably caused confusion.

Could you please check this matter with your payments department and confirm whether the disputed withdrawal was actually sent to the payment provider? If so, we kindly ask you to provide the exact transfer date together with any available payment reference number, such as an ARN, UTR, or similar tracking ID.

If the transaction was unsuccessful, please let us know when this was identified and why the player was not informed. We would also appreciate clarification regarding the 4,000 PLN that was added back to the player's casino balance.

To help us better understand the situation, we kindly ask for more specific information from the payments department regarding the status of this withdrawal.

Dear all,

thank you for the response.

As we can see the withdrawals requested on Jun 9, 2026, 4:06 PM and Jun 11, 2026 (2x2000 PLN) were cancelled due to technical issues with the provided. The amounts were credited back to customer's account on Jun 15, 2026, 2:42 PM.

We apologize about the confusion.

As we can see currently the custoemer has 2 pending withdrawal requested on Jun 16, 2026, 4:39 PM and he is able to request 1 more.

We hope this clarifies the matter. Please do not hesitate to contact us if you have any further questions.

Best Regards,

Team RoyalGame

What about June 10th? It never arrived, and was never credited back.

There's 2 000 PLN missing on my account...

Could you speed all of it up? Since, per your last response:

we can confirm that the previous withdrawals have already been completed

It turned out they aren't completed, and I had to check if everything's correct -- and it's not. It's taking my time, and it's unprofessional on your end that you didn't notice there's 2 000 PLN missing!

To clarify it for you -- all withdrawals from 9th June to 11th June were processed by Royal Game but never received on Revolut.

I'm talking about these:

Then you only credited me 4 000 PLN...

Dear RoyalGame Casino,

Thank you for clarifying that some withdrawals were cancelled due to technical issues.

However, based on the information currently available, there still appears to be a discrepancy of 2,000 PLN.

According to the player, all withdrawals requested between June 9 and June 11 were marked as processed but were not received by the payment provider. You confirmed that the withdrawals from June 9 and June 11 were cancelled and that 4,000 PLN was recredited to the player's account on June 15.

The player reports that the withdrawal requested on June 10 was neither received in the Revolut account nor returned to the casino balance.

Could you please review the player's account and provide a full overview of all withdrawal requests submitted between June 9 and June 11, including their amounts, current statuses, and any amounts recredited to the player's balance?

If the disputed 2,000 PLN withdrawal was sent to the payment provider, please provide the relevant payment reference number (ARN, UTR, or equivalent). If the transaction was cancelled, please confirm when the funds were returned to the player's account.

At this stage, our priority is to reconcile the account balance and confirm that all funds are fully accounted for.

Thank you in advance for your cooperation.

Dear Barbora,

They are just keep stalling through the problems the've created themselves.

I mean, what stops them from "accepting" and "sending" the money tomorrow, and then when it "magically" doesn't arrive in a week, they "fix" it two weeks.. and so on, so forth.

They bragged that they approved and sent everything but they didn't. They didn't even credit the whole amount back. This is getting ridiculous.

I've started requesting on April 21st.

It's June 22nd now.

2 000 PLN missing.

Only 22 000 PLN paid into the bank account. Out of 50 000.

That's not even 50%.

Dear all,

kindly note that the withdrawals requested on June 9th and June 11th were cancelled and returned to customer's balance as explained previously. The 2000 PLN withdrawal requested on June 10th has been completed on June 12th and the money should have arrived into customer's payment account.

Therefore if customer has claims that the money didnt arrive we would like him to provide transaction history of of his Revolut account from June 10th until today so he can prove that the money didn't arrive and so we can forward the issue to our relevant department for further check.

Thank you in advance for the cooperation!

Best Regards,

Team RoyalGame

Upon reviewing all transaction statements, I have to give it to Royal Game Casino. All of their transactions were correct. I apologize for the confusion.

What happened is that I am receiving payments from 4 different casinos and got all confused. On June 8th - 12th a lot of transactions from different casinos got canceled, some came in, some didn't. They also don't come from one payment provider, but from many. I mistakenly thought that Royal Game didn't send all of the three transactions. But I've talked to support at other casinos and got an explanation.

One more time -- apologies for the accusation.

Current state of withdrawal:

24 000 out of 50 000 paid into the bank account

48% done

Dear matthew97,

Thank you for the update and for clarifying the misunderstanding. I appreciate you taking the time to review everything and letting us know.

Dear RoyalGame Casino,

Thank you for your clarification as well. As the payment discrepancy has now been resolved, could you please let us know whether the player's remaining withdrawals will be processed within the standard timeframe going forward?