Bonus given and then changed terms

Casino Royal Club has not paid out for three weeks.

I accepted a two-part new member bonus that granted $225 to spin for a 10 minute time period, after which any winnings would be transferred to a new second part bonus, up to $225, that required a deposit, a rollover requirement, and a maximum cash out of $1000.

On Nov 22, after depositing and clearing the rollover I made a payout request in the amount of $679.

I inquired about payout time with live chat who said it would be a 7 day wait period for first withdrawals. I then asked if they needed any documentation from me to which they responded no.

After 10 business days I followed up and asked live chat (Matthew) if the payout was being processed. They apologized for the delay and stated they had put the request in the “priority queue” and the “financial team” would process it. They asked me to verify my Bitcoin address.

After two more days I followed up and asked if the payout was being processed and they responded that I need to submit identity documentation to the support email. I did this and it was confirmed received. They then asked me for a current Bitcoin address and said the financial team was handling it.

Two days later I asked again what the status was and chat said that the payment was being processed by the “financial team” and I could rest assured it would be paid. They then asked for my Bitcoin address. I pressed and asked for a time frame and the chat representative then stated they understand how I would be upset for the delayed payout and said that they intend to pay all of their obligations but they were just starting up again. I asked if this meant they don’t have the funds on hand to payout and the representative left the chat.

A day later support followed up via email thanking me for the verifying my identity and stated they were processing my payout. Again they asked for my Bitcoin address.

I asked for an update on the payout and they sent the attached email.

After speaking to my account manager "Maki" from Casino Royal Club, I have been informed that I will not be able to withdraw the R9000 withdrawable balance in my account due to having multiple accounts (which is not against this this casino's terms and conditions). I have indeed created multiple accounts in this casino but with no intent to defraud them or act unethically, I merely lost access to my other accounts, through THEM limiting access. They really need to pay out my winnings or change their terms and conditions because this is predatory and they will find any excuse to not payout legitimate winnings. Mika says this "account limiting" action is done by "their system" which she supposedly has "no control over" and that's meant to be why they cant even pay back my original deposit of R3000.

I submitted a withdrawal request for £1000 on November 26th and I'm still awaiting payment. I've emailed on several occasions but nobody has got back to me. I have managed to speak to someone on live chat once who assured me payment would be sent very soon, but that was the middle of December. I'm now unable to make contact with this casino at all.

After depositing R650 into this casino and claiming a promotion and clearing it, I was left with R3000 in my account. I submitted a withdrawal request on the 7th of March and I haven't been notified of any hindrance that is preventing my withdrawal from going through, I still see the withdrawal under 'reversible withdrawals' in the cashier, It normally doesn't sit there for this long. There customer service is appalling and they don't respond to emails or chat messages nor do they answer their phone. Very scary.

On 11/29 I submitted a withdrawal of $600.43 to my UPayCard after playthrough met. Even though this sentence is included in the daily promo email that I receive "Also get up to $300 instant cashback on all your deposits and quick cashout with Upaycard.", No payment, no reply to mu emailed queries. Over 2 weeks is certainly not quick...

Well, I think there is little to say, I started to play with this deposit : 205348359115285 300.00 Skrill COMPLETE Jul 4, 06:24:29 PM . I suceeded in finishing the wagering after 2 days, I checked with Chat that I did my wagering and so I ask for this withdrawal : 205348366421114 2,137.00 Skrill PROCESSING Jul 6, 02:24:24 AM Now after 25 days I am still waiting, and I am quite sure I have lost that money... Of course I went in chat every day to ask an update, and as usual the guys told me : "Be patient" "you will get soon" "We pay all our customers" or something like that, until Miss Stephanie, 10 days ago (more or less) revealed that their Payment processor was not working for last 2 months !!! According to her, the, they would have a lot of payments to process but , as this processer is now working they will dispose all the accumulated work... But now no one is any longer avaible in Chat, I tried in vain to talk to them at any time of the day : no one "comes" in chat... I attach all the email I sent to all their support or any other email adress I found, of course I never got a reply to these emails... I know that thhis Casino has not an immaculated reputation, but I am asking you if you help me at least to ask for an explanation for this incredible delay and this inability to talk to them. Thank you Luca S.

I used a 501% bonus (max 2x bonus cashout), deposited $500. Got through the playthrough and my balance is sitting at $8000 ready to cash out the full amount. But as soon as I got through playthrough and tried to go to cashier, everything has become disabled there. You can't withdraw, you can't deposit and you can't see any promotions. This sounds really suspicious. I have tried emailing with no response for days. I have talked to their online chat staff several times and they keep telling me to come back later that there is a problem with the casino. This has gone on for 3 days so far with no end in sight. A casino not being able to get their cashier online in 3 days is basically dead in the water. Also while chatting to their online support they kept encouraging me to keep playing (even though I can't win anything except a few comp points) - meaning they just want me to lose what I won legitimately.