Royal Vegas Casino - Refund not issued after more than a week!

I have requested my winnings be refunded several times - they have not yet been refunded. I was advised that I needed to submit documentation and then the funds would be credited to my card - I submitted exactly what was requested of me on April 3/15 - I have still not received my funds. I made it very clear to them that if they wanted anything further to contact me immediately and I would provide it - they have my email address and phone # - I have heard nothing.

Hi Wendi

The withdrawal was refunded to your casino account on 7 April after we did not receive all the verification documents we requested.

The following mail was sent to you on 5 April to which you have not responded yet. Please comply with the request in order for us to proceed with your withdrawal.

Hi Wendi,

Thanks for sending through the documents which you have sent through.

Wendi, I can see that we still need the following documents from you.

We would therefore appreciate if you could send us legible copies of the following as soon as possible:

The FRONT AND BACK of your DRIVING LICENCE or PASSPORT which is Clear and shows all four corners so we can verify your details.

The FRONT AND BACK of the following CREDIT CARD(S)ending used to make deposits. (please make sure that the card is Clear and shows all four corners with the first 6 and last 4 digits are visible on the front of card) : xxxxxx7099

A copy of your CLEAR POSTED UTILITY BILL in order for us to verify your address details that you have registered with us on your account. Please make sure that the bill is less than three months old with an issue date on and shows all four corners.

If you have recently moved address to a different address, please let us know so that we can have the details on your account updated for you.

Please make sure that all documents are clear and that all documents are in colour and shows all four corners when sending them through to us.

Please note rest assured that these documents will be treated with utmost confidentiality in a totally secure environment. Only staff with the highest security clearance will have access to your financial information.

Kindly note that you need to send the documents to [email protected]

Please contact us again, should you have any further queries.

Kind regards

Pamela
Casino Support

@Wendi,
Did you send necessary documents to the casino? Can we close this complaint or not?

@Wendi,
It's a nice practice to confirm if your complaint is resolved or not, thank you.