Royalzino casino - A desistência do jogador está atrasada apesar da verificação.

I have verified my account and identity with them, both sending my driver's license and passport, but I can't get my money paid out. I have emailed them saying that the verification doesn't work, even though I get a message saying I'm approved. It seems like they don't have a handle on the technology or they are cheating.

Jeg har verificeret min konto og identitet hos dem, både sent kørekort og pas, men jeg kan ikke få mine penge udbetalt. Har mailet med dem om at verificeringen ikke virker, selvom jeg får besked om jeg er godkendt. Virker som de ikke har styr på teknikken eller også snyder de.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you request the withdrawal of 5,800 DKK, and what is its current status in your account?
• Have you made any successful withdrawals from this casino in the past?
• Although the verification process confirmed that your profile had been verified, the withdrawal page appears to show your proof of identity as unverified. Does the same message still appear when you attempt to withdraw?
• Has the casino explained why your identity is shown as unverified despite the successful verification confirmation, or requested any additional documents from you?
• Could you please forward me the complete communication between you and the casino regarding the verification and withdrawal issue? Please include the original emails in .eml or .msg format, as well as any complete live-chat transcripts. My email address is veronika.f@casino.guru.
• What types of games did you play to accumulate the winnings you've been trying to withdraw?

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

Best regards

Veronika

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

Dear Lone,

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,

Veronika