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RoyalGame Casino Complaint (Delayed Withdrawal)

Casino name: RoyalGame (royalgame.com)

Problem type: Delayed withdrawal / unpaid winnings

Withdrawal amount: 50,000 CZK (2x 20,000 and 1x 10,000)

Withdrawal submission date: 8th business day (approx. 14 business days ago)

Description of the situation

Good morning,

I am filing a complaint against RoyalGame casino due to the significant delay in my withdrawal request.

I submitted a withdrawal on the 8th and by default all withdrawals were processed and paid out within 3 business days. However, in this case, more than 14 business days have passed and the withdrawal is still in the "Request Review" status.

I contacted customer support several times. The answers were always general, such as that the finance department was processing the withdrawal, that it was urgent, and that it was marked as a priority in the system. However, I was not given any specific reason for the delay or an estimated completion date.

According to information from support, my account is fully verified (KYC) and there are no problems or violations of terms and conditions.

What do I demand?

I am requesting:

finding out the status of my withdrawal,

an explanation of the reason for the unusual delay,

and help with its payment as quickly as possible.

Further information

I had multiple successful withdrawals at the casino before this one, which were always processed within a few days without any problems.

Thank you for your help and handling this complaint.

Stížnost na kasino RoyalGame (zpožděný výběr)

Název kasina: RoyalGame (royalgame.com)

Druh problému: Zpožděný výběr / nevyplacená výhra

Částka výběru: 50 000 Kč (2x 20 000 a 1x 10 000)

Datum podání výběru: 8. pracovní den (cca před 14 pracovními dny)

Popis situace

Dobrý den,

podávám stížnost na kasino RoyalGame z důvodu výrazného zpoždění mé žádosti o výběr.

Výběr jsem zadal dne 8. a standardně mi dříve všechny výběry byly zpracovány a vyplaceny do 3 pracovních dnů. V tomto případě však již uplynulo více než 14 pracovních dnů a výběr je stále ve stavu „probíhá kontrola žádosti".

Kontaktoval jsem zákaznickou podporu několikrát. Odpovědi byly vždy pouze obecné, například že finanční oddělení výběr zpracovává, že byl urgován a že je v systému označen jako priorita. Nebyl mi však sdělen žádný konkrétní důvod zdržení ani předpokládaný termín dokončení.

Dle informací od podpory je můj účet plně ověřen (KYC) a nejsou na něm žádné problémy nebo porušení podmínek.

Co požaduji

Žádám o:

zjištění stavu mého výběru,

vysvětlení důvodu neobvyklého zdržení,

a pomoc s jeho co nejrychlejším vyplacením.

Další informace

V kasinu jsem měl před tímto výběrem více úspěšných výběrů, které byly vždy zpracovány během několika dnů bez problémů.

Děkuji za pomoc a vyřízení této stížnosti.

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 Adam2910,

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please specify when you passed account verification, to your knowledge?

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.

Best regards,

Tomas

Hello, of course.

Have you made any successful casino withdrawals in the past?

• Yes, always smaller amounts like a few thousand at most, but never as large an amount as now and the money always arrived within 3-4 business days

Could you please clarify when, to your knowledge, you passed account verification?

• I would like to answer, but I have no idea, since it is not written about it anywhere on the page

Dobrý den, samozřejmě.

Provedli jste v minulosti nějaké úspěšné výběry z kasina?

• Ano, vždy menší částky jako je pár tisíc maximálně, ale nikdy tak velkou částku jako teď a vždy peníze dorazili do 3-4 pracovního dne

Mohl byste prosím upřesnit, kdy jste podle svých znalostí prošel ověřením účtu?

• Rád bych odpověděl, ale nemám tušení, jelikož o tom není na stránce nikde psáno

Dear Adam2910,

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, Maria ([email protected]). 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,

Tomas

Dear Adam2910,

It’s nice to e-meet you. My name is Maria, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from RoyalGame Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear RoyalGame Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Maria

Dear CasinoGuru Team, dear Adam,

Thank you for bringing this to our attention.

We truly understand how important timely withdrawals are to our players, and we sincerely apologize for the delay. Please know that our intention is never to upset or ignore our valued players.

We have checked the status of the withdrawals, and we are happy to let you know that withdrawals in the total amount of 50, 000.00 CZK have been completed and sent from our side.  It should take about 3-5 business days for the amount to show up in your payment method.

Thank you for your patience and understanding.

Kind regards,

RoyalGame Team

Dear Adam2910

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Adam2910,

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,
Maria
Casino.Guru