Rich Royal Casino - Играчът не може да изтегли печалбите си поради проблеми с акаунта.

Hello,

I am experiencing serious issues with Rich Royal Casino regarding my account and a pending withdrawal.

I recently won money and requested a withdrawal. However, my account has not been verified despite sending the requested documents. Each time I try to access the casino’s website, I get redirected to an error page showing the following message:

"Sorry. The link is outdated or incorrect. Please read page Maintenance > Logs."

I have tried accessing the site from different devices and networks, but it still does not work. This makes it impossible for me to log in, complete the KYC verification, or receive my winnings.

I contacted support but have not received a clear response. I am very concerned about the situation and would like Casino Guru’s assistance to help resolve this matter and ensure my withdrawal is processed.

Thank you in advance for your help.

Best regards,

anna ****

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Rich Royal Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• What documents did you submit for KYC verification, and when were they sent?
• Did you accumulate your winnings with or without an active bonus? 
• When did you first notice this issue with your access to the casino website?
• What exact link to your use? Can you please share the screenshot of the error you encountered?

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,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Subject: Response to Your Questions Regarding My Complaint

Dear Casino Guru Team,

Thank you for your reply and for assisting me with my issue at Rich Royal Casino. Please find my answers below:

Games played: I played only slot games.

Bonus status: I accumulated my winnings without using any active bonus.

Deposits: All deposits were made with legitimate cards in my name. The casino requested several documents for KYC verification, including photos of my cards, bank statements, proof of address, and my ID card. I provided everything except the photo of a disposable Revolut card linked to my account. Instead, I submitted the bank statement showing the transaction, with the first 6 and last 4 digits of the card, my name, the date, and the time highlighted.

Issue noticed: I won on Tuesday. Since then, when I try to access the casino through the usual website link, I am redirected to another casino. Fortunately, I still have an active session that allows me to log into my account. Inside, there is a verification notification asking for documents, but the system does not allow me to upload them.

Communication with support: I have contacted support several times via chat and email. They keep telling me to wait for the verification department to handle my case. Yesterday, they told me it would be solved in the afternoon, but as of today, nothing has happened.

Please let me know if you need any further details, screenshots, or documents. I truly appreciate your help in resolving this issue.

Best regards,

anna

Dear player, does the issue with the link persist?

Have you received any notification regarding the KYC? Were your documents approved/rejected, or are they still under review?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Annax,

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,
Natalia
Casino.Guru