Wins Royal Casino - プレイヤーの撤退が遅れています。

I am submitting a complaint regarding an unpaid withdrawal at WinsRoyal Casino.

I requested a withdrawal on 01.12.2025, but up to now the payment has not been processed. Since then, I have tried several times to contact the casino, but I have not received any meaningful response.

The live chat is not available, and emails remain unanswered. There is currently no working customer support channel, which makes it impossible to clarify the situation or receive any information about the status of my withdrawal.

I have made two withdrawals in the past at WinsRoyal Casino. Both of them already took longer than expected, but they were eventually paid. However, the current delay is much longer than before and there is no communication at all, which is very concerning.

I would appreciate Casino Guru’s assistance in contacting the casino and helping to resolve this issue.

Thank you.

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Dear LeonLes27,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Did you use the same withdrawal method in the past?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Last successful withdrawal:

My last successful withdrawal was requested in early October and was finally paid on December 1st. The processing therefore took almost two months.

Reason for multiple withdrawals:

The total winnings came from one single playing session, but the amount exceeded the casino’s daily withdrawal limit.

Because of this, I was only able to request the second withdrawal after the first one had been completed.

Importantly, after the first withdrawal was paid, I did not continue playing. I simply waited and then requested the second withdrawal. Since the winnings originate from the same session and the first part was already reviewed and paid, the second withdrawal should not require extensive additional checks.

Withdrawal method:

Yes, I used the same withdrawal method as with my previous withdrawals.

Bonus usage:

The winnings were mixed — partly from a bonus and partly from real money. However, this was already reviewed during the processing of the first withdrawal, which was successfully paid.

Verification:

My account is fully verified.

The second withdrawal has now been pending since December 1st, and I have not received any meaningful updates from the casino.

Please let me know if you need any additional information from my side.

Best regards,

Leon

Thank you for your reply, LeonLes27. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

When was the last time you contacted the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello,

as the site has cleared the withdrawal history I am sending a screenshot that I took in January.

Additionally just yesterday my withdrawal got rejected yesterday after 2 months by the payment provider. I don‘t even know how because it‘s through Cryptocurrency.

There I have requested it again and I don‘t know if I have expect 2 months again.

Dear LeonLes27,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello LeonLes27,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wins Royal Casino,

Could you please provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provide us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

1 minute ago

Dear LeonLes27,

Since we have not received any response from the casino regarding the issue, I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website.

I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at jean.s@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Lala