Complaint #2 Royal House Casino

Delayed payment for 23 days

By Nick N.

9 years ago

Message on forum

I first withdrew 784.00 CAD on my master card (which I used to make the deposits) on january first 2017. I have been asked to send documents and I did, they confirmed to me that everything was in order. I then received a message days later that I could not receive the withdrawal on master card. I then made a withdrawal using my bank account and they confirmed it. I asked them what was the status of my transaction and they confirmed a deposit was made into my bank account on the 12th of january and it could take 3-7 days to reach my account. we are now on the 23rd of january and nothing was sent into my bank.

Disputed Casino Royal House Casino

Reason Delayed payment

Amount $784

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

fb_10153350019151353

9 years ago

As I was writing the last post, the money was reaching my account, it was not 784$ but 739$ but it's better than nothing I will say. I am assuming this is some bank transfer extra fee.

Thank you very much, COMPLAINT SOLVED, see you at the slots!

fb_10153350019151353

9 years ago

Fine I will wait but I really hope you will make this right. I will post the result on this discussion.

Royal House Casino

• Representative

9 years ago

Dear Nick,
First of all, I am sorry to hear you had an issue receiving your payment. We investigated the matter and found that payment couldn't be completed via Mastercard and you were asked to make a withdrawal request via bank transfer.

Immediately after you contacted us and informed us that the payment did not reached your bank account we launched a full investigation in the matter. Upon speaking with our bank we found out that there was a payment glitch that didn’t allow them to process the payment as per our instructions.

I am happy to inform you, that we have initiated another bank wire and the funds should reach your bank account within the next 2 -3 Business days.

We apologize for any inconvenience this has caused and have credited your account with a compensation bonus. Please check your account for your bonus.

Regards,
Tom from Royal House Casino

Royal House Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $435

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Royal House Casino Complaints

See all complaints for this casino

Where is my money?

I asked for to withdraw my £200 winnings last weekend. I was then asked by royal house casino to provide ID, AFTER!! I had already been gambling. Providing ID is no problem as I’m 30 but I dont think they understand it is illegal to gamble NOT WITHDRAW so I’d should be asked for at sign up. I have still not received my money, the payment still says pending and what is most frustrating is every effort to contact has not been responded to which has led me to complain through here. There is NO PHONE NUMBER?!? This is a joke and I want my money. It takes 1 second for me to pay you but absolutely no respect shown to the customer. This is a last resort then I’m seeking legal advice, not about the money it’s principal.

Resolved

£200