Royal Vegas Casino - Poor verification and live chat service

I've never had any issues in the past until the 21st of August when I withdrew 715.00NZD, got congratulations on your payout email on the 22nd of August 2024, and still 8 days later not shown in my account.

No way of contacting them as they no longer have an email address and their live chat is an automated bot chat.

Getting quite angry now cause expected it in my bank a few days back

I won't 13 dollars on a tournament and no one is helping me get my credits.

I have sent them proof of winning it but it's been a week now and no reply. And when I ask chat they say the same thing 24 48 hours for a response which I don't get all.

I want my 13 dollar credit and I'll delete my complaint.

I use to love this site and lately it's just not the same.

I had made 2 withdrawals on June the 7th. One for 200. and another for 300. I received the 200. but they wanted more documentation to release the 300. I had then sent it in, and never heard back so I again contacted them and they said that they were sending me a new email address and user name in order to withdraw the funds so I waited again and nothing contacted them again this time they told me funds had been credited back to my account, which they weren't. Mean while I checked my transaction history and it said successful withdrawal of 300, which I never received.

Delayed Payment - Turned - Unjustified “Self Exclusion” / Deleted Account -

I have been waiting well over 2 weeks (since February 16-2022) with a “Withdrawl Pending” with RoyalVegasCasino, for $11,000. (Typically withdrawals are said to take 24-48 hours) I have been in contact with the “Live Support” team almost daily looking for updates on the situation. Only to respond with “yes indeed, my Withdrawl does seem to be taking longer than usual”. That it is under review with the “Operations Team”. And that I should receive an email from operations with an explanation. Same story, every time I speak with “Live Support”. Never to receive an email or educational update.

Note:

-this is not my first withdrawal from RoyalVegasCasino; (identity verification is approved and current, deposit(s) made using my personal RBC visa & debit, played and won on multiple games)

I continue playing and depositing money with royalvegascasino. Now it’s March 04-2022. I withdraw $1000. (First since the $11,000.). Threw out the night I pull money from it and keep playing. (Now down to about $400 in my new withdrawal). Then Hours later I try to sign into my account. I can’t get in. Contact support. They say I “Self Excluded” myself from the account.

At no time did I say, implement and mention that gambling was, is or could be a problem in my life. Not in any way. I have taken screen shots of every conversation I have ever had with RoyalVegasCasino and can guarantee this. In order for this to happen RoyalVegasCasino would have to see from my account username: that I verified myself to RoyalVegasCasino and make any such comments. And if I did. I asked them to Please produce this transcript. Which they could not do. Only thing “Live Chat” said they could do is forward my concerns to the “Operations Team” for review.

I just find it “ironic” how over the past couple days I have been putting thousands of dollars into my verified account and RoyalVegasCasino had no issue taking this money, but as soon as I put money into “Withdrawl”, Hours later I am locked out of my account. Just… “ironic”.

I am beyond upset and frustrated with my experience with “RoyalVegasCasino”. For a withdrawal to be pending with RoyalVegasCasino since February 16-2022 for $11,000 with no explanation why (what’s going on, what I can improve to aid this in never happening again) nothing. But at no time did I say, implement or comment that gambling is an issue in my life. My only issue is, and have expressed this greatly, that I am frustrated, flabbergasted and upset with the lack of transparency and length of my pending withdrawal. Throughout this frustrating experience, I have always been very careful of my comments and wording so nothing could be used against me to enable them to block/delete my account and put myself in this situation.

Moving forward. What’s next. Can you tell me what happens with my $11,000 withdrawal from February 16,2022. Am I still entitled to this or because of this “ self inclusion” RoyalVegasCasino stated I did, does this now null and void withdrawal?!

And secondly, once they look into my inquiry and see that I am correct and no, it was not me whom “self-excluded” myself / made comments about the IIl effects of gambling in my life… what happens to this account. With approximately $400 dollars in my withdrawal as of March 03-04/2022. Will I have access to both the account and funds.

I appreciate your time in looking into and hope you can aid and educated me in this siguation I find myself in. If I am not going too see my funds of $11,000 from Feb16-2022, gain access to my account and access to the approximate $400 that was in my withdrawl, how does one in my siguation move forward. I have literally took a screen shot of every conversation I have ever had with my online gambling dealings / websites for such situation. (The “Live Chats” are all very generic conversations; as it’s myself explaining the situation in full, then myself verifying my identity / answering a security question to them, so they can look into my account and then hearing the same story of zero changes, zero information, nothing new to report.

Next step would be what?!? Contact the “Malta gambling authority” and/or “Kahnawake Gaming Commission”?!? Appeal this decision!?, I assume with such accusations RoyalVegasCasino would have proof and grounds so this would have to be produced?! It’s not a just little bit of money we are talking about, so are lawyers the only way I am going to get any answers?! I’m not sure. I don’t want it to go anywhere close to this nor deal with this ludicrous situation anymore than what I have, and I hope no one else does. I just can’t continue the waiting game anymore. Because I have waited and had zero educational communication, zero transparency, and it keeps getting worse. I am just hoping this whole situation can positively rectified and move forward, putting this whole experience behind me.

Thank-you in advance for your time.

Sincerely,

Unsatisfied RoyalVegasCasino user.

I have made a withdrawal request several weeks ago for $800. It's still pending.

When I talk to the operators on line, I get a variety of answers and some sympathy of the frustrations that I live awaiting.

No answer at the end of the day.

I received another withdrawal that I made later for $500.

So it really leaves me with a sense that I have lost all confidence as no one gets back to me.

Dear ASKGAMBLERS,

I hope this email finds you well! I am writing this email along with my collected bets from Royal Vegas Casino. First of all, I won 1470$, 750$ and 2788$ respectively which is total amounted 5008$. Therefore, I have been submitted requested supporting documents in order to receive aforementioned money on 19th of March 2020 and it was stated that I will be receive it 3-10 working days on the email which I received from Royal Vegas Casino. As for your information, I had been patiently waiting for it over 6 weeks and it was not deposited to my nominated account. As a result of that, I was contacted to senior staff of Royal Casino and he/she responded to me that my virtual cart is not supported by its transaction system. So, I submitted my approved international bank cart and it was possible to receive deposits within 3-10 working days so that Royal Vegas Casino has not got any further requested or pending action from both sides. However, I have not received it until now. So, I would like to follow up my case. I hope you send me a positive answer shortly.

Thank you.

So about 3 weeks ago I deposited €15 on Royal Vegas Casino. I couldn’t find the Evolution lobby. The live chat operator just kept asking for information about me and then would go silent for about 10 minutes. So I said “if it’s this hard to find the Evolution lobby I should probably just close the account.”

Then the operator returned and said “Okay you’re accounted closed. Anything else.”

I said I never requested to have my account closed.

That was the beginning of a struggle that has been going on for a month just to try to get back the money I deposited and never got to play with. I believe this may be something they do often. They take small amounts, thinking that the customer might just give up. But I’ve invested so much time into trying to get back the money that I might as well keep trying.

So once a week I go on the website and open the live chat. The amount of different things they have told me to try to refrain from paying me is incredible. Every week when I go on the live chat they at first pretend they have no information on me even after I supply all my details. When I tell them I am opening an close to opening a complaint on AskGamblers they magically tell me “Don’t worry your case has been escalated.”

Another few days go by. “Your case has been re-escalated”. Another few days go by. “We need to 2 forms of ID, proof of funds, picture of debit card used, utility bill and I forget what else.” I supplied all this. They said “The operations team will be in touch.” Another few days go by. They tell me they have no record of receiving my verification documents. I resubmit them.

A week later they tell me they cannot process my refund because they have a withdraw minimum of €50. I searched all over their site and read their terms of conditions twice and I could not see anywhere that it says that the minimum withdrawal is €50. And since they closed my account, and since I had less than €50 on there, they just get to keep my money. When I said today that I was opening a case on AskGamblers they said they will re-escalate my case again. I said that they said they would re-escalate the case again.

I have no other option at this point. In another month’s time they will still be telling me the same things. From reading through their complaints page and their other reviews and complaints on the internet I can see that they have a terrible reputation for not paying out.

Even if they still refuse to give me my money, hopefully this at least will raise some awareness about Royal Vegas Casino. It’s disgraceful, really.