Ag Awards

Royal Vegas Casino - Withdrawal issue

Complaint Info
Disputed casino Royal Vegas Casino
Reason Delayed payment
Amount $ 900
Posted on December 31, 2014

In mid November I withdrew $900 from Royal Vegas (not winnings! Just mitigating some losses). 10 days later I went to check on why I had not seen the money yet - only to find that it had been put back in my account (they never told me! Just did it!). Evidently they "can no longer issue cheques" to my area. Fine - so I changed the method and again no movement (note that the withdrawl amount is now $880 - I played a little :s). I sent multiple emails that were NEVER replied to. Called support and got disconnected. Chatted multiple times (> 4) through live support to very polite people that assured me everything was now in order and my withdrawl would be processed the next day. Here I am almost a full month later and they have again put the money back in my account without telling me ... chatting with support, they claimed again that the withdrawl is processed, until I told them the money was back in my account. Now they say (again!) the information is not correct. I also note that they have converted some of my withdrawl to "bonus" so I cannot withdraw it any more.

This used to be a great online casino - one of the best in my opinion. Now I would rate them as the worst. Horrible.

Posted on December 21, 2014

Dear @nicodo98,
Any update considering your complaint? Thank you.

Posted on December 21, 2014

Nothing yet. I chat with their live support regularly and keep getting told "it will be processed tomorrow" (Including being told yesterday [Friday] that it will be processed Monday)

Posted on December 25, 2014

Hi there.
Sorry for the late reply. I have checked the Royal Vegas account and I can see that the we did not have the required details that were needed to process the player’s withdrawal to his selected payment method. The withdrawal had failed a few times as we were missing the complete banking detail to process the withdrawal.

I see that he the player came through on chat yesterday (24th December) to supply the remaining details. The withdrawal is currently with our ecash company. Sadly they are closed till the 29th of December, so that will be the first chance they will get to try reprocess the player’s withdrawal.

I would like to thank the player for his ongoing patience in this matter.

Kind Regards

Posted on December 29, 2014

Can you please confirm that this complaint is resolved? Thank you.

nicodo98 Canada
Posted on December 30, 2014

Yes, it is resolved now. Thank you!

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy