Casino is not paying me out and saying not to worry

On 20 August 2026, I requested a withdrawal of CZK 12,500 from my RoyalGame Casino account.

On 23 August 2026, I requested a second withdrawal of CZK 12,500.

Today is 2 September 2026, and neither of these withdrawals has been processed. Both withdrawals are still pending.

I have contacted RoyalGame customer support regarding the delay, but I have only received automated/copy-paste responses. I have not received any specific explanation for why the withdrawals have not been processed or any clear information about when they will be completed.

The total amount currently pending is CZK 25,000.

I would appreciate AskGamblers’ assistance in resolving this issue and would like RoyalGame Casino to process both withdrawals as soon as possible and provide a clear explanation for the delay.

I can provide screenshots of the withdrawals and my communication with customer support if required.

I am submitting this complaint because RoyalGame Casino has failed to process my withdrawal requests within the timeframe stated on their website.

I currently have three pending withdrawal requests with a total value of CZK 37,500:

* CZK 12,500 requested on 20 June 2026
* CZK 12,500 requested on 21 June 2026
* CZK 12,500 requested on 25 June 2026

According to the casino’s website, withdrawal requests are processed within 3 business days, subject to account verification and security checks.

My account has already been verified. The casino is not requesting any additional documents, and my account shows that no further verification is required.

All three withdrawals remain in the status: “We are checking your account details.” They can still be cancelled, which suggests they have not been processed.

I have contacted customer support many times by email and live chat. Every response has been the same: they apologise, state that the financial department is handling the case, and ask me to be patient. They have never provided a specific reason for the delay or an estimated completion date.

Most recently, support informed me that my payment had been escalated internally and “should not take much longer”, but there has still been no progress.

I have done everything requested by the casino and have waited far longer than the processing time advertised on their website. I am therefore asking AskGamblers to assist me in resolving this matter and ensuring that my withdrawals are processed.

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,

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. :(