Complaint #9 RoyalGame Casino

Restricted accound and about 660euros is stuck

By qkooly

3 months ago

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. :(

Disputed Casino RoyalGame Casino

Reason Delayed payment

Amount €660

Discussion

AskGamblers

• Support Team

3 months ago

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.

qkooly

3 months ago

Dear RoyalGame and AskGamblers team,

I have received everything, and the case has been resolved.

Thank you!

qkooly

3 months ago

Dear Royalgame, askgamblers staff

yeah i got 200.000 huf, but im still waiting for another 50.000 huf and if i got that its done.

RoyalGame Casino

• Representative

3 months ago

Dear qkooly,

We inform you that your account is verified and your last withdrawal will be completed as soon as possible.

Thank you so much for your patience and understanding.

Best regards,
RoyalGame Team

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

Casino is not paying me out and saying not to worry

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.

Resolved

€1,500

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