Royal Planet Casino - 選手の退会が遅れました。

i have three pending withdrawals of $30 each that they have

Dear VvWolfvV75,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested these withdrawals? Have you made any successful withdrawals before?

Looking forward to hearing from you.

Best regards,

Kristina

Dear VvWolfvV75,

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.

August 16th was my first request.

Thank you for your reply, VvWolfvV75. Have you made any successful withdrawals before? Could you please advise if you passed the verification? Have you accumulated your winnings with or without an active bonus?

Dear VvWolfvV75,

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.

I haven't made any successful withdrawals from this casino yet. I have been verified on several casinos, Including this one through Hooyu, some time ago, and will gladly submit more documents directly to this casino if it will help. Each of the wins was a $10 bonus chip playthrough. I have alo made deposits through Bitcoin

Are all three withdrawals still marked as pending? Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much VvWolfvV75 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you. I continue to contact the casino every couple of days to try to get some sort of answer about when my payouts will be honored and they continue to tell me that they have escalated it to their financial department and to rest assured my payouts are queued up to be first in line to pay very soon. Which I've heard for nearly 3 months now..

Hello VvWolfvV75,

I will assist you with the complaint from now on. I familiarized myself with the case and I will do my best to help. First, I would like to ask the representative of Royal Planet Casino to join the conversation in order to help us resolve the issue.

Royal Planet Casino,

Could you explain what is causing VvWolfvV75's withdrawal to be delayed?

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.

Dear VvWolfvV75,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru