SweepsRoyal Casino

I am filing this complaint against SweepsRoyal.com regarding my outstanding $1,508.01 redemption, repeated withdrawal difficulties, and lack of meaningful communication from the company's compliance department.

Despite making purchases without difficulty, I have encountered numerous obstacles when attempting to redeem my winnings.


My initial redemption request remained pending before eventually being marked as "Redemption Failed." When I contacted SweepsRoyal's live chat support for assistance, I was instructed to cancel my redemption and submit a smaller request for $300 instead.

I followed this advice in good faith, believing it would help resolve the payment issue. Unfortunately, the $300 redemption also remained pending without any meaningful progress.

After more correspondence with the chat agent, they told me to cancel it and submit a redemption for $500 instead, and that because it would be under $600, it would process faster. I followed their advice and saw no meaningful updates.

I subsequently canceled that request and submitted a new redemption for the full $1,508.01. This request is currently pending.

SweepsRoyal requested additional identity and payment verification, specifically photographs of my payment card and myself holding the card. I complied and submitted the requested documentation by email.

However, despite repeatedly contacting support, I have received no substantive confirmation from the compliance department regarding whether my documents have been reviewed or approved.

Live chat representatives consistently tell me that my documents are awaiting verification and that my case has been expedited. However, they have not provided a specific explanation of what remains outstanding, an estimated verification timeframe, or a meaningful update on the actual status of my redemption.

During a recent conversation, a representative named Rose assured me that my winnings were mine and that my redemption would be processed once verification was completed. However, she declined to provide a general processing timeframe, despite stating that my request was within the company's standard processing period.

My primary concern is not simply that my latest redemption is pending, as I understand verification can take time. Rather, it is the overall handling of my redemption attempts.

My original redemption failed; I was subsequently advised by company representatives to submit a smaller redemption twice, and I have repeatedly received generic assurances without concrete information.

I am particularly concerned that following the company's own customer service instructions may have restarted my redemption processing timeline, potentially prolonging the process unnecessarily.

I have also emailed the company multiple times without receiving substantive responses and have submitted a formal complaint through the Better Business Bureau.

I have cooperated with every verification requirement communicated to me and have not been informed of any specific issue with my account or eligibility to receive my winnings.

I am requesting AskGamblers' assistance in obtaining the following:

Confirmation that my identity and payment verification documents have been received and reviewed.

A clear explanation of any outstanding verification requirements or restrictions preventing payment.

Confirmation that my current $1,508.01 redemption will remain active without further unnecessary cancellation or resubmission.

Consideration of my original redemption date and the fact that a company representative instructed me to change my redemption request.

Successful processing and payment of the full $1,508.01 to my designated payment account.

I am not requesting that SweepsRoyal bypass legitimate security procedures. I am simply requesting transparency, fair treatment, and the payment of my legitimate winnings.

I would greatly appreciate AskGamblers' assistance in communicating with SweepsRoyal and bringing this matter to a satisfactory resolution.

Thank you for your consideration.

I deposited on July 31st with my PayPal account to switch Royal I won $1,000 date told me to break it into two payments on August 9th and I got $500 of it but I've been waiting since then for the other half of it they sent my payment back to my inbox saying that they couldn't approve it but it was from the same winning so it was already verified. They're still telling me that it's going through their verification process but it's already been verified in the first payment it's the same winnings I just want them to pay my money so that I can be done with it because it's been 3 weeks since they told me they could pay me.

Hello,
I would like to make a complaint with Sweeps Royal. have been trying to collect my Sweeps Coins in Redeemable Sweepstakes Cash, which, according to the casino’s terms, should be redeemable at a rate of 1 SC = 1 USD. I am trying to collect my earned 1,300 Sweeps Coins in the $1,3000 USD redeemable cash.
So far, I have earned a total of 5,300 USD. I have received 4,000 of that through 5 separate transactions. However, my more recent withdrawal requests have been rejected without a clear or consistent explanation. My transaction history shows 5 successful transactions and 19 rejections. I have screenshots of these transactions to support my complaint. My most recent rejection of 1,500 was submitted on January 19th and stayed pending until it was rejected on January 25th. I contacted customer service to ask for a reason, and she said maybe because it had been pending for so long.
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. I have also completed all requested verification (KYC) requirements. In addition, despite the size of my winnings and the payments already made, Sweeps Royal Casino did reach out for a request for my IRS Form W-2G, tax documentation for my gambling winnings, which I submitted that day in order to comply with my tax obligations in the United States.
I have reached out almost daily for assistance with my pending redemptions and rejections. I have asked several times what I need to do to help process these and asked several times to verify there are no issues with my account. I have asked for the compliance department's email address to reach out personally, but it was stated that they do not have an email address to be contacted. I have submitted tickets online for support. All of which have not been updated. I have sent several emails to customer support online. This lack of communication, combined with partial payments and repeated rejections, suggests an intentional delay in paying my full, eligible winnings.
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.
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,

I have already been verified and was paid a couple weeks ago. So once I was sure they would pay I started playing. Now I have made a request for redemption they have canceled it twice and after submitting for the fourth time it and has been pending for a week. I continue to get the run around and support tells me everyday they have submitted a ticket . I even ask them what is the compliance issue and they tell me they don’t know. I want to be paid and for them to honor the advertisement on instant pay.