RoyalGame Casino - As retiradas dos jogadores estão atrasadas.

On November 25th and November 27th, I made withdrawals of €500.00 each. Until today, there has been no payout, even though the 3 business days stated in the terms and conditions have already passed. The live support keeps assuring me that my withdrawal is in the final step and I should remain patient since the finance department is busy. When I ask when it will be completed, I always get the response that they can't provide an exact date. Perhaps you can help me with this issue.

Ich habe am 25.11 sowie am 27.11. jeweils eine Auszahlung in Höhe von 500,00 € gemacht. Bis heute kam es zur keiner Auszahlung obwohl die 3 Werktage wie in den AGBs geschrieben bereits überschritten worden sind. Vom Live Support werde ich immer vertröstet das meine Auszahlung Im letzten Schritt ist und ich noch ein wenig Geduld haben sollte, da die Finanzabteilung viel zu tun hat. Auf meine Frage wann es soweit wäre, kommt immer die Antwort,: das mir kein genauer Termin genannt werden kann. Vielleicht können Sie mir bei der Dache helfen.

Dear Cees04,

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,

Kristina

Hello Kristina,

Since the casino says that no verification is necessary at this time, I assumed that this would also be processed within 3 working days. However, that is not the case. Now I will follow your advice and wait another week. If nothing has happened, I will get in touch with you.

Hallo Kristina,

Da laut dem Casino keine Verifizierung zum jetzigen Zeitpunkt notwendig ist, bin ich davon ausgegangen das auch diese innerhalb von 3 Werktagen bearbeitet wird. Jedoch ist das nicht der Fall. Nun werde ich Ihren Ratschlag folgen und noch eine Woche warten. Falls immer noch nichts passiert ist, melde ich mich bei Ihnen.

Hello Kristina,

It has now been 14 days and unfortunately the money has still not been paid into my bank account.

Can you help me?

Hallo Kristina,

Es sind nun schon 14 Tage vergangen und leider wurde das Geld immer noch nicht auf mein Bankkonto ausgezahlt.

Können Sie mir helfen?

Thank you for your reply, Cees04. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account has not been verified yet?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear Cees04,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.