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Royal Rabbit Casino - Delayed payment

RESOLVED
Complaint Info
Disputed casino Royal Rabbit Casino
Reason Delayed payment
Amount € 44.66
Posted on April 18, 2020

I opened an account at Royal Rabbit Casino on April 7th. I deposited 20 euros and after a few minutes I requested a withdrawal of 44.66 euros. They asked me for the documents and on April 10 the account was already verified. I still have not received my money and I consult every day in the chat without receiving a response. Thank you.

Posted on April 19, 2020

Hi! Royal Rabbit sent me the money. Thanks Askgamblers. But...i dont understand the email...
We are pleased to inform you that your recent withdrawal request of 44.66 EUR has now been approved. Please keep in mind that this is an exception and the fact that we are authorising this is only a form of compensation for our delayed response.

Posted on April 20, 2020

Dear Mejorentodo & Ask Gamblers Team,

We have indeed taken a short delay when processing the player's withdrawal request. The payment is now completed.

Note that the player made a withdrawal request for an amount (44.66 euros) which included a bonus which wasn't fully wagered. In such cases we have every right to forfeit the bonus and the bonus winnings as per our Bonus Terms and Conditions.

Clause 6 stating: "''Players can request a withdrawal of their deposited amount prior to meeting the wagering requirements. However, the bonus amount and winnings will be forfeited as a result.''

In this particular case we have decided to make an exception given the delay in processing the request. Therefore, we have processed the withdrawal request even if it contained a bonus which wasn't wagered.

Thank you for spotting this matter and we hope everyone is pleased with the solution,

Royal Rabbit Casino

Posted on April 21, 2020

No Royal Rabbit. Your comment is incorrect. I played with deposit and bonus? Its ok. But in terms and conditions says:
If a player balance drops below EUR 0.05 or currency equivalent, the bonus will be forfeited. Item 7 from bonus terms and conditions.
The bonus disappeared because playing black jack the balance reached zero. Don't tell lies.

AskGamblers
Posted on April 21, 2020

Dear @mejorentodo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on April 21, 2020

Sorry Askgamblers. I have my money. This case is resolved. Thanks!!!

AskGamblers
Posted on April 21, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Royal Rabbit Casino Complaints

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