Royal Planet Casino - 選手の退会が遅れました。

I made a deposit on 10/16/2022. I made it through all of the cash out requirements and brought it down to the maximum of 620.00. My verification was completed immediately. Status was pending. Then moved to priority. Then they were having technical issues. Now everyone tells me they will handle it personally. I submitted Bitcoin address different times. I have a second withdrawal of 150 from 10/17/2022 that was from free spins from a deposit bonus. Same thing. 770 total in withdrawals. All playthrough was meet etc and ID successfully verified.

Dear stephanhild88,

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. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Hi there,

The status was pending on both of them since October 18th. A customer service representative the other night said the status was pending. I checked now and it says requested. Verification was approved immediately. I have never had a successful withdrawal.

Thank you,

Stephan

Thank you,

Stephane

Thank you very much stephanhild88 for your reply. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Hello stephanhild88,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Royal Planet Casino to join the conversation and participate in the resolution of this complaint.

Dear Royal Planet Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

My latest conversation with them today same old run around.

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 stephanhild88,

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