Royal Planet Casino - プレイヤーの撤退が遅れています。

Hi. I have made 3 cash outs with this casino in the past and it does usually take 3/4 weeks but I made this cash out on the 26th September and still I am waiting. The last contact the casino sent me was 10/10/2020 and they said it would be paid in 2/3 days and since then I have heard nothing from them. They do not reply on live chat or email anymore.

Dear Mitch,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please forward any relevant communication to petronela.k@casino.guru? Have you received any payment receipt or a reference number for the transaction?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand it correctly that payment is still pending inside your account without being processed?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi. I will send you an email now thanks.

Thank you very much, Mitch, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mitch,

I looked at your complaint and will do my best to help you. I would like to invite Royal Planet Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi. Yes they haven’t paid me my cash out and haven’t replied to any of my emails for over a month.

We would like to ask the Royal Planet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Mitch, did you receive your winnings, please?

Hi. No I didn’t receive the funds I was supposed to. I did receive some but not all. Avoid this casino

Dear Casino,

can you give us some explanation?

Also the casino only lets you withdraw in Bitcoin and the amount they send you is always at least 20% short. Sometimes much more.

We would like to ask the Royal Planet 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’.

I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

We’ve reopened this complaint as per the Casino’s request one more time. We would like to give this case the last chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Casino,

we are waiting for an explanation and your comment.

Dear Mitchell, We are very sorry for the inconvenience caused to you. We want to let you that we have paid the full amount (€554) from our side. You can log in to your casino account and check the transaction as well. If this deduction happened, It was not from our side. 

Hi Royal Planet. No you haven’t. Please check all my withdrawals with yourselves. You paid me short on every single transaction

Dear Mitch,

I would like to ask you to send me your Bitcoin transactions from November 2020. My email: viliam.v@casino.guru

Hi. I will request these now because I closed down my coin base account after these issues with royal planet

The player confirmed that he has received his winnings but the final amount was lower because of crypto fees.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.