What's new
What's new

Royal House Casino - Delayed payment for 23 days


Complaint Info

Disputed casino

Royal House Casino


$ 784

Posted on January 25, 2017

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.

Posted on January 28, 2017

Dear Royal House Casino,

Please let us know if there's some update regarding this case.

Posted on January 30, 2017

Last update they gave me was last friday :

"Finance department is looking into it and you will be contacted as soon as possible.
Thank you for your understanding and cooperation"

Since then nothing

Posted on February 1, 2017

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.

Tom from Royal House Casino

Posted on February 2, 2017

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

Posted on February 2, 2017

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!

Posted on February 2, 2017

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.