SweepsRoyal Casino - Refuses to pay my winnings

Dear @Luenle881,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

The total amount of the disputed payments is 53,000 USD approximately (62030 USD total winnings minus 9,000 USD already paid).

Hello,
I would like to update my complaint against Sweeps Royal. I currently have 50,030.90 redeemable Sweeps Coins in my account and I have already completed the 1x playthrough requirement indicated by the casino. I am attaching a screenshot showing my balance of redeemable Sweeps Coins.
On 12‑02‑2025 I requested a redemption of 3,000 SC and the transaction is still marked as “Pending” after several days, with no payment or clear explanation from the casino. I have also completed all requested verification (KYC) requirements.
I request that Sweeps Royal process this redemption and any other pending redemptions within the reasonable timeframes they advertise (from about 24 hours up to, at most, several days depending on the payout method), or that they clearly explain the reason for the delay and provide a concrete solution.
I appreciate AskGamblers’ help in making sure the operator follows its terms and conditions and releases my prizes in a fair and timely manner.

Dear AskGamblers Team,

I would like to provide an important update regarding my ongoing complaint against SweepsRoyal Casino (username: luenle881).

As of today, the casino has processed only four (4) successful redemptions of 3,000.00 each, for a total of 12,000.00 paid. Several additional redemption requests for the same amount have been rejected without clear justification, as shown in my transaction history screenshot, where multiple 3,000.00 redemptions appear as “rejected” and only some as “succe­ssf­ul”.[A­tta­chment]

I have already contacted the casino multiple times through their support channels and also sent them emails requesting an explanation and payment of the remaining balance, but I have not received any response to my emails or a concrete solution in the chat. This lack of communication, combined with partial payments and repeated rejections, suggests an intentional delay in paying my full, eligible winnin­gs.[­At­tac­hment]

I respectfully ask AskGamblers to take this into account and to assist me in obtaining:

1. Full payment of my remaining eligible balance.

2. A clear written explanation from the casino for the rejected redemptions.

3. A firm timeframe for the complete resolution of this matter.

Thank you for your continued assistance.

Sincerely,

<full name removed>

Dear SweepsRoyal Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear @Luenle881,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind 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.