RoyalGame Casino Complaints
RoyalGame Casino Complaint Stats
Dear AskGamblers Team,
I am opening this formal complaint against RoyalGame for a direct breach of an approved settlement. The casino officially investigated my responsible gambling case and formally approved a refund of exactly 5,000.00 PLN.
Their team explicitly requested my banking details to process the international transfer, which I provided immediately. However, for a full week, the financial department has completely ignored all my follow-up emails, refused to provide any transfer receipt, and cut off communication.
This is a malicious attempt to avoid paying a legally acknowledged debt to a vulnerable player. I demand immediate mediator intervention to force RoyalGame to execute my approved 5,000.00 PLN payout. All proofs of their official approval and my bank submission are attached.
Unresolved
On 23 August 2026, I requested a second withdrawal of CZK 12,500.
Today is 2 September 2026, and neither of these withdrawals has been processed. Both withdrawals are still pending.
I have contacted RoyalGame customer support regarding the delay, but I have only received automated/copy-paste responses. I have not received any specific explanation for why the withdrawals have not been processed or any clear information about when they will be completed.
The total amount currently pending is CZK 25,000.
I would appreciate AskGamblers’ assistance in resolving this issue and would like RoyalGame Casino to process both withdrawals as soon as possible and provide a clear explanation for the delay.
I can provide screenshots of the withdrawals and my communication with customer support if required.
Resolved
I submitted my first withdrawal request on July 15th.
On July 19th, I was notified that my withdrawal had been cancelled due to a technical issue and was asked to submit a new request.
Four days later, on July 23rd, my withdrawal was cancelled again for the same reason.
I am now on my third withdrawal request, yet I keep getting the same explanations about how the payment department is working hard on the withdrawal.
It may only be 50 euros, but it is a matter of principle.
Customer service just keeps sending me the same canned responses.
My user account has been verified, so there are no issues.
Resolved
I currently have three pending withdrawal requests with a total value of CZK 37,500:
* CZK 12,500 requested on 20 June 2026
* CZK 12,500 requested on 21 June 2026
* CZK 12,500 requested on 25 June 2026
According to the casino’s website, withdrawal requests are processed within 3 business days, subject to account verification and security checks.
My account has already been verified. The casino is not requesting any additional documents, and my account shows that no further verification is required.
All three withdrawals remain in the status: “We are checking your account details.” They can still be cancelled, which suggests they have not been processed.
I have contacted customer support many times by email and live chat. Every response has been the same: they apologise, state that the financial department is handling the case, and ask me to be patient. They have never provided a specific reason for the delay or an estimated completion date.
Most recently, support informed me that my payment had been escalated internally and “should not take much longer”, but there has still been no progress.
I have done everything requested by the casino and have waited far longer than the processing time advertised on their website. I am therefore asking AskGamblers to assist me in resolving this matter and ensuring that my withdrawals are processed.
Resolved
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
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
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. :(
Resolved