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Royal Vegas Casino - Withdrawals totaling 6,000 CAD seriously delayed

UNRESOLVED
Complaint Info
Disputed casino Royal Vegas Casino
Reason Delayed payment
Amount $ 6000
Rjhrrs Canada
Posted on November 14, 2020

I’ve been a member with Royal Vegas for several year and never had an issue until now. I’ve been experiencing delayed with multiple withdrawals totaling over $6000 CDN that have been on hold with their operations team since October 27, 2020 without any updates whatsoever despite countless times contacting support. They clearly do not work well together and cannot get a contact for someone on the operations team. So the details are I deposited a $1000 cdn to my account and lost it so I put another $1000 cdn into my account both by echeck and won a little. I had an honest mistake and forgot I was on a tilt and transfer the extra funds into my funding account as I was tied up with work so one payment bounced in which I paid my fees. So I get a email on October 29, 2020 stating that they settled this issue with my withdrawal so I thought great no big deal my withdrawal should be processed shortly. Based on that email, I had the impression this withdrawal would be processed in a day or two and I had multiple withdrawals occurring at the same time so a few days later I decided to play again and try my luck. the same thing happened I think I put in $500 cdn and $1000 cdn and won a little but only one cleared due to the timing of money being deposited by my bank which I called that day to ensure it never happens again as it doesn’t look good and advised them to take funds from my other account to prevent any issues. My bank deposited incoming funds that evening after one of the echeck bounced which I was really pissed about as I had multiple transferring coming and going and haven’t a hard time keep an eye on everything. I paid by fees and my withdrawals have been on hold with operations team ever since without any updates even deposits paid via interact. All being said that it was honest mistake but royal vegas still accept deposits from me as I lost $2000 cdn yesterday so today I ve asked my deposits to be temporary disabled until this was resolved but they couldn’t do that and suggested I close my account temporarily but I wouldn’t go for that because of pending withdrawals and who knows what would happen in that case so I just put a 100$ limit on my account to prevent me from playing. I have all the supporting documentation.

Rjhrrs Canada
Posted on November 14, 2020

To add to this, I never play using any bonuses offers and all my documentation have been previously verified. I am attaching a screenshot of the email that was sent to me.

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