Complaint #13 RoyalGame Casino

Casino is not paying me out and saying not to worry

By mysteryg26

2 weeks ago

Hi it has been 2 weeks since I requested my withdrawals, and I still have 3 pending withdrawals of €500 each that have not even been processed.

Every single time I contact support, I get the same copy paste response telling me not to worry and that they will process my withdrawal as soon as possible. But clearly nothing is being processed, because I have been waiting this entire time with absolutely no progress. How am I supposed not to worry?

What is most frustrating is that nobody can even give me a proper update or tell me when my withdrawals will actually be processed. All I get is please wait over and over again.

It feels like my payments are simply being delayed for no reason. I just want my money paid out.

Disputed Casino RoyalGame Casino

Reason Delayed payment

Amount €1500

Discussion

AskGamblers

• Support Team

6 days ago

Dear @mysteryg26,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

mysteryg26

1 week ago

Hi,

I am currently waiting for Skrill to review my account details. Please can you keep this complaint open.

I will update you as soon as I receive update from them.

Thank you very much for your understanding and assistance.

RoyalGame Casino

• Representative

1 week ago

Dear mysteryg26,

Thank you for your patience while we investigated this matter.

We would like to inform you that two of your withdrawal requests was successfully processed and completed from our end on May 20th.
However, it appears that your other withdrawal was unsuccessful due to a rejection by the payment provider. Please note that since this involves a third-party financial institution, this process is beyond our direct control, and the funds have been returned to your balance.

In light of this, we kindly ask you to submit a new withdrawal request, but this time using an alternative payment method available in your cashier, such as a standard Bank Transfer (indicated with the bank logo in the background).

Thank you for your understanding and cooperation.

Best regards,
Royalgame Casino Team

mysteryg26

1 week ago

Hi, it has been 3 days since your last update. Please let me know the current status of my withdrawals and when I can expect a resolution.

Thank you.

RoyalGame Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $970

Avg. Complaint Duration 12 days

Avg. Response Time 1 day

RoyalGame Casino Complaints

See all complaints for this casino

My withdrawal request was submitted on March 28 and 29

Dear AskGamblers Team,

I am reaching out for your assistance regarding an unresolved withdrawal issue with this bookmaker. My withdrawal request was submitted on March 28 and 29, yet as of today 22 days later it still has not been processed.

According to the bookmaker’s own terms, withdrawal requests are to be processed within 3 business days. This condition has clearly been violated.

When contacting customer support via chat, I repeatedly receive inconsistent excuses sometimes they claim to have a high number of pending requests, other times they mention technical problems. Despite these explanations, I still have not received my funds.

Please find attached a screenshot of my withdrawal request as evidence.

Thank you in advance for your support in helping me resolve this matter.

Best regards,

Resolved

Kč7,980

Restricted accound and about 660euros is stuck

Unfortunately, after completing the wagering bonus requirement, I noticed that my winnings have not been paid out for almost 2 weeks, and my profile has also been restricted. There is approximately €660 pending for withdrawal, but if it gets reversed, I won’t even be able to restart the process because withdrawals are disabled.

I have not done anything that would violate the terms and conditions. The KYC verification has not been completed because there is no option to do so on the website, although I would gladly complete it if that is the issue. I sent an email almost a week ago but still haven’t received a response, and support has not been helpful either. :(

Resolved

€660