RoyalGame Casino - プレイヤーの撤退が遅れています。

Hello,

I've been waiting almost a month for my third payout, dated March 15, 22, and 23, totaling €1,500, with €2,000 still in my account. Every time I talk to the live chat, I'm told to be patient, as many players have won recently and there might be delays.

Hallo,

Ich warte jetzt schon knapp 1 Monat auf meine 3 Auszahlung vom 15,22 und 23.03 in Höhe von 1500 Euro und 2000 sind noch auf dem Konto. Bei jedem Gespräch mit dem Live Chat wird man vertröstet und man solle sich noch etwas gedulden, da aktuell viele Spieler gewonnen haben und es zu Verzögerungen kommen kann.

Dear Melvin18,

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.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

So far, I've only been able to request three withdrawals of €500 each, but these haven't been processed yet. KYC verification isn't required. I didn't receive any bonus money either.

Best regards

Hallo,

Bis jetzt konnte ich nur 3 Auszahlung je 500 Euro beantragen, aber diese wurden bis dato noch nicht bearbeitet. Eine KYC Verifizierung muss nicht gemacht werden. Bonus Geld hatte ich auch nicht.

Mit freundlichen Grüßen

Thank you for your reply, Melvin18. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Meanwhile, after one month, the first 1500 were paid out, but I am now waiting another 12 days for my next payout

Mittlerweile wurden nach einem Monat die ersten 1500 ausgezahlt, aber ich warte jetzt schon wieder 12 Tage auf meine nächste Auszahlung

I am happy to hear that you received the first part of your winnings. In this case, I suggest that we give it a few more days. I will keep this complaint open and if you don't receive the rest of your winnings within a week, let me know, and we will intervene. Please keep me informed about any further developments.

Dear Melvin18,

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,
Kristina
Casino.Guru