Royal Planet Casino - 選手の退会が遅れました。

My account had been verified for almost a month now and was assured by support that it only takes 7-10 days to receive my winnings on your first initial withdrawal but unfortunately that has never happened. Weeks later and nothing has changed spoke to support many times and they continue to give the same responses about bitcoin partners delaying payments and its in process you'll get your winnings in on coming days, same thing told all the time agent after agent. I need my winnings it's been long enough this is totally unacceptable.

Dear vagambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

It’s quite usual for withdrawals 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

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

Best regards,

Petronela

It was requested around the 17th of October.. yes account is fully verified, but, payment is being delayed on purpose!

Just making sure my response was recieved? It's been 7 hours with no reply.

Is there a reason why im not getting any support here? It's been days since I've answered your message and still no response.. I'm sorry if it's seems blunt but it's not intended that way I just need some support please on this matter.

Thank you very much, vagambler, for providing all the necessary information. I do apologize for the late answer but please understand that each involved side has seven days to reply. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Royal Planet Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello vagambler

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague, Petronela already stated Royal Planet Casino somehow ignored our attempts to try to resolve player issues, but despite this, I will contact the casino to see if I can help. 

We would like to invite Royal Planet Casino to join the conversation.

Dear Royal Planet Casino,

Can you please provide some information regarding the player's withdrawal delay?

Ok thanks, let's hope they respond!

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 vagambler

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,

Michal