RoyalGame Casino - O jogador ainda não recebeu os seus prémios.

I was offered a bonus if I play for 10,000 euros.

(My balance at that time was €33,000 and a few euros, winnings from my bets and wagered money, excluding bonuses.) I was told I could withdraw twice the usual amount for 72 hours (normally €500 per day). I did this, and I've attached screenshots of the email contact. On the 22nd, I requested €1,500, which is currently in the queue. The 72-hour period has now been closed since Wednesday, so I can't withdraw the money as agreed.

Keep in mind that the casino processes transfers in real time! I'm not getting any further response.

Okay, I understand it's Christmas. But they could have sent it earlier.

Amount in dispute from Monday, Tuesday and Wednesday: 1000 each, then

Ich habe einen Bonus vorgeschlagen bekommen, wenn ich für 10.000 euro spiele

( mein stand zu diesem Zeitpunkt 33.000 und ein paar Euro, Gewinn aus meinem Gesetzen und gespieltem Geld, ohne Bonus) Bekomme ich für 72 std die Auszahlung geöffnet und kann das doppelte was ich sonst abheben kann in diesen 72 std abheben. ( normal a 500 pro tag ) gesgat getan, Email Kontakt habe ich per bilder beigefügt. Ich habe dann am 22.. 1500 Euro beantragt, die in der Warteschlange sind, die 72 std sind jetzt geschlossen seit Mittwoch, Auszahlungen kann ich somit nicht wie abgesprochen abheben.

Man bedenke dabei auch, dass das casino echtzeit Überweisungen macht ! Antwort bekomme ich keine mehr.

Ok Weihnachten sehe ich ein. Aber sie hätten es können vorher schicken.

Streitwert von Montag 1di und mi jeweils 1000 dann

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Dear myriem25,

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

However, this is a bonus that only lasts 3 days for withdrawals. And my account is fully verified.

This is not about normal payout levels.

Es geht dabei aber um einen bonus der nur 3 Tage geht für die Auszahlungen. Und mein Konto ist vollständig verifiziert.

Es geht nicht um normale Auszahlungsatände

I have many screenshots of the email correspondence with the VIP manager (that there was one), but unfortunately I can't upload them here. I would have converted them to PDF as well.

Ich habe sehr viele Screenshots von dem Email verkehr mit dem vip manager ,( dass einer war) kann sie hier aber leider nicht hochladen. Hätte sie auch in pdf umgewandelt

How can I forward the emails to you or add them here without having 100 separate ones?

Wie kann ich euch die emails weiterleiten oder hier dazu fügen ohne dass es 100 einzelne sind ?

Dear myriem25, you can forward the email correspondence to attila.g@casino.guru.

Dear myriem25,

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.

I would like to withdraw my complaint. The casino hasn't changed anything. In the meantime, I've gambled away all the money on my player account and lost everything because I haven't won a single game.

Since there's nothing left, the complaint won't help me anymore. Should I click "Problem solved" to close it?

greeting

Ich möchte die Beschwerde zurückziehen. Es wurde nichts geändert vom Casino. Mittlerweile habe ich aber mein soll auf meinem Spieler Konto verspielt und alles verloren. Weil ich kein Spiel mehr gewann.

Da nichts mehr da ist. Bringt mir die Beschwerde auch nicht s mehr. Soll ich auf "Problem behoben" klicken um es zu schließen?

Gruß

So there were only tiny amounts to be won and no other chances, no matter what I bet, it all went away. I'm not used to it being this extreme, but that's how it is now.

Also halt nur noch mini Beträge zu gewinnen gab und sonst keine chanchen mehr waren , egal was ich gesetzt hatte , ging alles weg. So extrem kenn ich es eig nicht aber ist jetzt halt so.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear myriem25,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear myriem25, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.