Delayed redemption

I am filing this formal complaint against SweepsRoyal for an unconscionable 21-day delay of a $2,100.20 redemption. My original request entered "Pending" status on February 8, 2026. On February 14, a support agent (Patricia) coerced me into cancelling that request, falsely claiming that splitting it into $700 increments would be "almost instant." I followed these instructions, but after four days of no payment, I cancelled the smaller requests and resubmitted for the full $2,100.20.

My redemption remained pending until today, February 28, when the company claimed their "processor is broken." Following this excuse, they unilaterally moved the majority of my $2,100.20 winnings back into my "playable" balance without my consent, leaving only a single $599.99 request pending. Simultaneously, instead of answering my inquiries, support staff sent me personalized, unsolicited gameplay recommendations. This is a blatant attempt at "reverse-inducement"—using a manufactured "technical error" as a pretext to force my winnings back into a playable state so I might gamble them away. I have won and successfully cashed out nearly $17,000 from reputable competitors without issue; this 21-day ordeal and the unauthorized manipulation of my funds is a direct violation of industry ethics. I demand my full $2,100.20 be approved and paid immediately.

Considering this has already been a three week long extravaganza and I have documented everything, there’s a lot. But assume you will request certain things to prove my complaint to be valid. In order to not dump everything on you at once I am sharing screenshots of my verified account as well as my account information along with basic proof of their predatory tactics. There’s a lot more. I also included a screenshot of my original pending redemption for $2100.20 which shows the date not only on their site but in the upper left hand corner of my screen, as well as a few other redemptions left pending as well as a screenshot that shows their false advertisement they offer “Instant payouts”. Please simply let me know what else you may need. I literally have anything you would need. I’ve refrained from posting anything on social media as I still want to get paid and after what they’ve already done, I feared they erase me from their site and sweep me under their rug.

I have accumulated approximately 50,030.90 Sweeps Coins in Redeemable Sweepstakes Cash, which according to the casino’s terms should be redeemable at a rate of 1 SC = 1 USD.

So far, I have received a total of 9,000 USD, paid in three separate withdrawals of 3,000 USD each. However, my more recent withdrawal requests have been rejected without a clear or consistent explanation. My transaction history shows one successful withdrawal of 3,000 SC on November 29, 2025, followed by rejected withdrawals of 3,000 SC on December 1, 2025 and December 2, 2025.

The casino has not given me a specific, documented reason for these rejections, and they have not provided any clear timetable or procedure to redeem the rest of my legitimate winnings. I have complied with the 1x playthrough requirement, my account is verified, and I have followed all rules posted on their website.

In addition, despite the size of my winnings and the payments already made, Sweeps Royal Casino has not issued or offered any IRS Form W‑2G or similar tax documentation for my gambling winnings, which I need in order to comply with my tax obligations in the United States.