Royal Vegas Casino - Poor Customer Support, Slow Withdrawal, Misleading Information!

RESOLVED
Lorri Canada
posted on March 10, 2016.

I never have any issues depositing into my account on royal Vegas using my visa debit from my bank. I've never really won anything worth cashing out anyways, but I decided to cash out $200. I had no bonus or match bonus I made sure before I played otherwise they would make me play it out. So I thought I would use the same method as I do to deposit. I receive an email requesting documents so I send them back. First I'm told everything is processed but I need to switch my method they can't deposit due to routing, they suggest e check for payment. I have an eco account and it's same day but this is my first withdrawal so I do the one they suggest. I think everything is fine just to check my email to see they are requesting the same documents all over and they can't verify until I do and won't receive payment. Yet I was told everything was processed. I call and I go online I've talked to how many agents they all give different stages of my withdrawal. Some say it was sent, emails state I need to verify even though I've sent in all requested info. I literally just sent what they wanted again this am yet I just got another email asking for it Again.. I requested receipt or some sort of record if this supposed e check they sent to me, they emailed me asking for the same documents. Its been three business days still nothing available in my account. Is this even legal what they are doing to people? I have a feeling I'm never going to see this money and I was counting on it. I thought this casino was legit and popular but from the complaints and number problems people have to get their money I can see it's not.

posted on March 11, 2016.

Hi Lorri

The payment to your Echeck account failed because you provided us with the incorrect account details.

After you supplied us with another number we have now processed your withdrawal to that account.

Please confirm when you have received the funds.

Regards

Wim
Fortune Lounge

Lorri Canada
posted on March 12, 2016.

OK so perhaps I was hasty in my judgement of royal Vegas out of frustration. I also found out that in the future I will call the toll free number to help assist me with any problem rather than the online help. I received an email stating the finance team had fixed the wrong account number, and I have received my funds!! Yay royal Vegas, they did it in a timely fashion once I spoke to staff on the phone. My suggestion is to call rather online help, and I must say they handled me well on the phone because I was being irate over the situation. So yes I will be back to the this casino!! Thanks again staff... :) I am a happy customer again...

posted on March 14, 2016.

Hi Lorri

I am glad that your issue has been resolved and thank you for positing your response.

Regards

Wim

AskGamblers
posted on March 14, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.