Casino Royal Club Complaints

Casino has not paid out for three weeks

Casino Royal Club has not paid out for three weeks.

I accepted a two-part new member bonus that granted $225 to spin for a 10 minute time period, after which any winnings would be transferred to a new second part bonus, up to $225, that required a deposit, a rollover requirement, and a maximum cash out of $1000.

On Nov 22, after depositing and clearing the rollover I made a payout request in the amount of $679.

I inquired about payout time with live chat who said it would be a 7 day wait period for first withdrawals. I then asked if they needed any documentation from me to which they responded no.

After 10 business days I followed up and asked live chat (Matthew) if the payout was being processed. They apologized for the delay and stated they had put the request in the “priority queue” and the “financial team” would process it. They asked me to verify my Bitcoin address.

After two more days I followed up and asked if the payout was being processed and they responded that I need to submit identity documentation to the support email. I did this and it was confirmed received. They then asked me for a current Bitcoin address and said the financial team was handling it.

Two days later I asked again what the status was and chat said that the payment was being processed by the “financial team” and I could rest assured it would be paid. They then asked for my Bitcoin address. I pressed and asked for a time frame and the chat representative then stated they understand how I would be upset for the delayed payout and said that they intend to pay all of their obligations but they were just starting up again. I asked if this meant they don’t have the funds on hand to payout and the representative left the chat.

A day later support followed up via email thanking me for the verifying my identity and stated they were processing my payout. Again they asked for my Bitcoin address.

I asked for an update on the payout and they sent the attached email.

Unresolved

$679

Same thing repeatedly for months about payout

I have been trying to collect a payout for $70.00 in Bitcoin since 08/04/2023, was originally told that the first payout could take up to 10 business days for everything to go through, that said here it is 2 months later and the status hasn't even changed.

I have spoken to the support agents multiple times over this and the only thing that they say is " I have expedited your withdrawal" and "we are very sorry about the delay but we can assure you that it will come soon".

I have to give them my Bitcoin address every time I inquire about my payout, I understand the first payout taking a few days as I was originally told but why lie about it and keep saying it has been expedited and just say sorry about your luck but we are ripping you off because we don't payout.

Unresolved

$70

No payout issue

I made a deposit of $25 with a $366 bonus I made the playthrough and requested a withdrawal on December 5, 2022. I sent my documents and everything still pending for 10 days. They told me it will process 7 to 10 business days. It’s taking too long to get my money, I was excited and everything at first.

Unresolved

$344

They only pay out to a Bitcoin account

I'm trying to cash out my $849 of $6,000 winnings. I understand the cash out amount regulations. What I don't understand is the payout being only in Bitcoin. I have to set up a Bitcoin account and submit funds into said account in order to set it up. I'm 74 years old and find it very difficult to learn new things. I asked a question of Bitcoin... They responded with we are busy and will answer in 3 business days. I ask the casino support person Dean how Bitcoin works. He stated I'm sorry I can't help you.

Unresolved

$849

Refusing to pay out winnings

After speaking to my account manager "Maki" from Casino Royal Club, I have been informed that I will not be able to withdraw the R9000 withdrawable balance in my account due to having multiple accounts (which is not against this this casino's terms and conditions). I have indeed created multiple accounts in this casino but with no intent to defraud them or act unethically, I merely lost access to my other accounts, through THEM limiting access. They really need to pay out my winnings or change their terms and conditions because this is predatory and they will find any excuse to not payout legitimate winnings. Mika says this "account limiting" action is done by "their system" which she supposedly has "no control over" and that's meant to be why they cant even pay back my original deposit of R3000.

Unresolved

R9,000

Still awaiting £1,000 withdrawal after almost 2 months

I submitted a withdrawal request for £1000 on November 26th and I'm still awaiting payment. I've emailed on several occasions but nobody has got back to me. I have managed to speak to someone on live chat once who assured me payment would be sent very soon, but that was the middle of December. I'm now unable to make contact with this casino at all.

Unresolved

£1,000

Delayed payment and no response to queries

After depositing R650 into this casino and claiming a promotion and clearing it, I was left with R3000 in my account. I submitted a withdrawal request on the 7th of March and I haven't been notified of any hindrance that is preventing my withdrawal from going through, I still see the withdrawal under 'reversible withdrawals' in the cashier, It normally doesn't sit there for this long. There customer service is appalling and they don't respond to emails or chat messages nor do they answer their phone. Very scary.

Unresolved

R3,000

Delayed payment, no response to queries

On 11/29 I submitted a withdrawal of $600.43 to my UPayCard after playthrough met. Even though this sentence is included in the daily promo email that I receive "Also get up to $300 instant cashback on all your deposits and quick cashout with Upaycard.", No payment, no reply to mu emailed queries. Over 2 weeks is certainly not quick...

Unresolved

$600

Awaiting payment from almost a month!

Well, I think there is little to say, I started to play with this deposit : 205348359115285 300.00 Skrill COMPLETE Jul 4, 06:24:29 PM . I suceeded in finishing the wagering after 2 days, I checked with Chat that I did my wagering and so I ask for this withdrawal : 205348366421114 2,137.00 Skrill PROCESSING Jul 6, 02:24:24 AM Now after 25 days I am still waiting, and I am quite sure I have lost that money... Of course I went in chat every day to ask an update, and as usual the guys told me : "Be patient" "you will get soon" "We pay all our customers" or something like that, until Miss Stephanie, 10 days ago (more or less) revealed that their Payment processor was not working for last 2 months !!! According to her, the, they would have a lot of payments to process but , as this processer is now working they will dispose all the accumulated work... But now no one is any longer avaible in Chat, I tried in vain to talk to them at any time of the day : no one "comes" in chat... I attach all the email I sent to all their support or any other email adress I found, of course I never got a reply to these emails... I know that thhis Casino has not an immaculated reputation, but I am asking you if you help me at least to ask for an explanation for this incredible delay and this inability to talk to them. Thank you Luca S.

Unresolved

€2,137

Unable to request withdrawal, support does not respond to my emails

I used a 501% bonus (max 2x bonus cashout), deposited $500. Got through the playthrough and my balance is sitting at $8000 ready to cash out the full amount. But as soon as I got through playthrough and tried to go to cashier, everything has become disabled there. You can't withdraw, you can't deposit and you can't see any promotions. This sounds really suspicious. I have tried emailing with no response for days. I have talked to their online chat staff several times and they keep telling me to come back later that there is a problem with the casino. This has gone on for 3 days so far with no end in sight. A casino not being able to get their cashier online in 3 days is basically dead in the water. Also while chatting to their online support they kept encouraging me to keep playing (even though I can't win anything except a few comp points) - meaning they just want me to lose what I won legitimately.

Unresolved

$5,000

Withdrawal pending for 4 months

hi, four months ago I made a deposit at this casino, I played with a bonus , after finishing the playthrough I requested a withdrawal 720 EUR, and since then they have never called, chatting on the few occasions that I responded I told so many lies, are disgusted do not understand why these people can still steal people undisturbed ,i do not understand why this casino is not yet blacklisted ,i also want to say that in this casino previously I had done some small winnings and had been paid in a reasonable time, now that I made a bigger payout does not pay me and behave in an unacceptable way. bye

Unresolved

€720

Troubles with a withdrawal

i m french sorry for my english hello I won (respected wagering requirement) 1400 euro royalclub casino I have already been gains in their 500 euro paid quickly but my 1400 euro Neteller withdrawal request has been submitted in my account and I can no longer now remove my neteller page is blocked since November 17 they always tell me to come back in 4 hours or tomorrow but nothing changes I do not know if they are waiting for the beginning of the month to adjust it but it starts to annoy me this is normal so here is my problem with this casino which however has always paid before you can do anything I would be grateful thank you very much in advance Pseudo casino: abrokonby

Unresolved

€1,400

27 days since $5000 withdrawal request

I have tried to be patient with this casino and wanted to believe in what all the support people where saying to me, but after waiting over 9 day over their terms of 2-18 days to process my withdrawal, I am fed up. Everyone told me that today 11-18, i would see my money in my account and they would try for yesterday to have it wired, but no luck. They are really good at delays, blowing you off and not ever responding to any chat or emails. Also the phone is always busy or just rings forever. I need my cash and i really feel like a loser for all the money I deposited and played since i joined. All my documents have been approved and verified from their finance team per the chat support folks, so that is not the issue. it is just the delay and lies and excuses in not processing my winnings. Thanks for helping, i have no where else to turn for help.

Unresolved

$5,000

Stalling my withdrawal since August!

I first made this withdrawal in August. I was told a week or so later that they had a new processor in order to pay more quickly, therefore I needed to reverse my $1400 withdrawal, make a new deposit and play thru that bonus, then I would be paid within 24 hrs. I did that risking my previous withdrawal. Once I had completed that It wouldn't let me make my withdrawal. Days later after waiting on live chat with no answer over and over I finally got thru to someone. I was told they had to process my withdrawal manually but I would get it soon. weeks go by finally on Sept. 11th I spoke with Henry who promised me he would take care of everything and I would get my money in 4-5 days at most. My withdrawal is still sitting in my account as reversible since Sept. 11th and everytime I speak to someone they tell me either 24-48 hrs or on Monday am if it is a friday. 100% they say everytime. Still nothing. Please help!!!

Unresolved

$2,060

Withdrawal issues

I won 3812.55 on Thursday July 02, 2015 I tried to withdrawal my funds the system did not allow me to do so. This was on a no max cashout bonus that I deposited 50.00 dollars on. I contacted support the following day and they told me that they were having technical problems and try again later. I have gotten withdrawal from this casino before but they have not been recently. I still was not able to use the withdrawal button.They have updated documents and banking information from me. As I said i have gotten withdrawals from them in the past. I called casino on Saturday and nobody anwserd the phone all day until 4:00pm A lady picked up the phone and i explained my case she told me she would contact the finance team and send them an email. But that there was nobody to help at the time. The phone disconneced and i called back and i spoke to Steve and he told me that they have a new withdrawal method and that i would have to call back Monday to get my issues resolved. I have called all day today and i cannot get through i believe they have a block on my phone to prevent me from getting through. I cannot use the live chat because it will not allow me access. They always call me to get me to deposit and promotions but when i win big i do not hear anything from them and i can;t even get a hold of them By the way i have sent them over 20 emails to all of their departments and no one has responded to any of them. The guy Steve i spoke to Saturday told me they got some of the emails i sent so they are getting them I also sent more emails out today. Please help me to get this withdrawal issue resolved:(

Unresolved

$3,812

Bonus given and then changed terms

I was offered a promotion last night by David to play with 100 dollar deposit and he would give me 666 bonus and the playthrough was 30x or 22,980. I asked him how would I know where I was on the promotion and he said go to the lobby and look at the comp points or go to live chat which of course was closed shortly after I started. I played and won $1,389.40 and contacted live chat and told them I had met promotion since my points were at 25,915 and couldn't withdraw. The rep said I hadn't met promotion. I said I did the math and based on the promotion which wasn't on the site but conveyed to me re chat, I had met it. He told me to talk to David who was the one who gave it in 12 hours. I get on today and David advises the promotion he gave me was some type of competition and the highest people win. I said what are you talking about - he then said he called me and told me about it. I never talked to him and the only reason I took the promotion he stated on chat was because it was written down and there was no mention of a tournament. Then he says to me the day before I got $200 free play and he kept track of my comp points on a piece of paper and they weren't listed on my acct. and I would have another 13,275 to play. I have an email from cashier with the comp points I had before I started promotion but new nothing about this written down one. So I played and went down to 448 once I met his 13,275 and then he comes back and says I have to earn another 8,000 comp points before I withdraw. I read the reviews of the casinos in this country and I should of believed them but this guy was convincing when he called me last week. Don't be a fool like me. This is the second time this has happened to me that I get offered a promotion, they state it in chat, and then make up things when they go along. I am done with casinos like this. EVERYONE IN THE US STAY AWAY FROM THEM!!!!!!!!!!!!!

Unresolved

Delayed withdrawal

I made withdrawal on on February 14,2015 for $ 135 and its still seating in my cashier with reverse option.Spoke with live help ( Bryan ) and was told many times I will get money in day or two...it was month ago,since then never got a chance to live help. they just don`t talk to me anymore.Same with phone , busy ,busy tone. Originally my withdrawal was from December last year,but I was told by live help to make deposit and then withdrawal again,it will help them with processing , so after my deposit I never was able to talk to live help.Is this casino still operating ? Transaction number on my withdrawal was : 205346520160538. Thank you

Unresolved

$135

Casino Royal Club won't pay!

This casino called me 3-4 times a week for what seems like the better part of a year -mostly I didn't answer and when I did I was usually busy. One day it pissed me off and on January 2nd, 2015 I went online through Casino Royal Club software and deposited $25. I did not claim a bonus. Within 24 hours I had like $116 so I cashed out at their minimum of $100. I've emailed them my docs more than twice, did their little game of jump through their hoops doing things I've never heard of. I've talked to them on the phone and I get 3 more days & 7- 10 business days. Now they won't answer the phone when I call. It rings 6 times then busy last Friday. I repeatedly called about 7 times and then it would ring once then busy the rest. I finally got them on live chat last Friday without signing in first so they didn't know who I was and was finally told I'd get my money on Monday. It's Tuesday and now they just leave me hanging on chat like I'm not there and won't answer the phone either. They even called me last week and tried to get me to deposit more money on a bonus. They have 2 emails for me.

Unresolved

$116

Delayed payment of 135 €

Dear Askgamblers Support, I won 110 € and made a minimum deposit of 25 € to identify my Neteller account. I have a pending withdrawal of 135 € since 06th of January. I sent all of my identification documents. I talked customer representatives every day and sent e-mail again about my withdrawal, but nothing happened yet. the last promise was, I will get my money within 48 hours. Could you help me?...

Resolved

€135

Withdrawals Delayed, Neteller Unavailable

Hi, On October 7 i was in my car for a long trip when Michel called me on my smartphone to propose to me an offer saying that if I deposit €150 using unlimited winning promotion €200 would be added to it without more play thru condition. This operation was done on October 8 and on October 9 I got a big winning during free spin phase of “switch in time” slot machine. On October 9 I used cashier withdrawal function to claim 2 removals for €1000 each. Because system was locked by message “NETELLER UNAVAILABLE” “because withdrawal limits this method of removal is not available at this time” I could not ask for more money that day (I had still more than €4000 remaining). During October I continued to play with slot machines until my account amount reaches €5000 (€7000 including pending operations) Message “NETELLER UNAVAILABLE” stayed present. On chat technical team repeated that this message would disappear when my €2000 would be paid. In the same time they delayed payment of pending €2000. Hoping a faster issue on December 12, I cancelled pending withdrawals to create new demands for lower amount each. Unfortunately, message “Neteller unavailable” subsisted. Since this date I contact chat every day to unlock this function. Technical team claimed the existence of an IT bug. In front of the incoherence of the presence of a bug I eventually made them admit that an information in my profile was the cause of the problem. Now they claim problems of authorization which a single person always absent would hold. And every day I must wait for a new verification account. Sometimes operator cut chat conversation without answering (Fred is specialist). There are €7000 belonging to me that I cannot cash out.

Unresolved

€7,000

Non payment

I have been in contact with Casino Royal Club about the $480.00 owed to me . This is the first time I have tried to withdraw and they have made this unpleasant by saying they are working on it and nothing happens they took my money instantly enough though .. I like the feel of the club support is responsive, however I am getting nowhere. I have money I had set aside to continue playing with them and still feel i would play there because i like the feel of the game i play and it seems they are honest but i am starting to doubt this . It has been around 7 weeks now and the issue has not been resolved. If this does not resolve I will have to report them to where they are licensed (Curacao) .I would rather this whole thing be resolved peacefully.

Unresolved

Incessant withdrawal delays

The first time I made a withdrawal from this casino, there were no problems, and the money came relatively quickly. The second time, I made a withdrawal request on 8/20/13. In September, I called about and was told there was a problem with the accounting system, to please reverse it and it would be done the next week. On 9/19/13 I made another withdrawal request. It is still in reversible status. I csll them once or twice a week and am told that it is being processed, and I can expect it within 5 days.

Resolved

Problem with withdrawal for big win

hi,

I put 50 euros and I played with a bonus "No max cash out 200% 22% extra." After meeting the wagering, I first won 3300 euros, I replayed in part to win 8625 euros.

However to withdraw via Neteller on Royal Casino Club, I must ask several withdrawal of 1 000 euros.

I submit this complain about Casino Royal Club, because after asking two withdrawals then be replayed one of the two, I can't make it at all.

A message tells me "Because of withdrawal limits, this method of removal is not available at the moment."

And when I ask the support unlocked this system and I know they can, I was told to try again two hours later and obviously that changes nothing.

I think Casino Royal Club doesn't want to pay me what I won.

If somebody can help.

Thanks

Unresolved

€5,000

Haven't gotten paid

I played the 603 free bonus, deposited 25 for second stage did playthrough and withdrew 175 , i contacted them and they told me money should be deposited by end of week friday, didn't happen, then i contacted them again, and was told by next week before friday, didn't happen, then they told me by monday, monday is here and also it wasn't deposited, i contact them on live chat and they do not respond back they kick me out of chat, so now i don't know what will happen, please help, thank you.

Unresolved

Casino Royal Club Complaint Stats