Royal Reels Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal to my bank account from Royal Reels ( 18 ) 20 over two weeks ago.

The transaction is marked as "Successful" in my account history, however the funds have not been received.

I have contacted support and have not been provided with any proof of payment, transfer receipt, or reference number, despite the withdrawal being shown as completed on their end.

At this stage the delay is unacceptable, and I am still waiting for clear confirmation that the funds were actually sent. I will update this review if the issue is resolved.

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Dear KkYyLlEe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

This is my first withdrawal.

I have passed the KYC verification

The winnings were from my own money depositing.

They state the withdrawal was successful on the 13th December and deposited into my account. yet i can prove it wasnt, also they cant provide a tracking number or proof of deposit into my bank for my bank to investigate the missing funds.

It seems i am no longer getting any help from the site listed.

Thank you for your response. To proceed with the investigation of your complaint, please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.

Dear KkYyLlEe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru