Royal Planet Casino - 選手の退会が遅れました。

I deposited and was given a deposit bonus. I reached the required play through. I submitted my withdrawal for $450.00 on November 10 2022. I emailed and chatted numerous times each time. Never received an email but chat always advised everything is fine. I asked if I needed to send documents was told I did. Documents submitted and received email received and my payouts is in queue for fulfillment. My history shows nothing of that sort.

Thank you

Dear wfhadvisor2019,

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? Have you received any confirmation regarding successful verification?

Could you please advise which payment method to withdraw your winnings have you opted for?

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

This is my first withdrawal. I received an email regarding my Verification documents received and my payment is in queue. Bitcoin only withdrawal option they have

Thank you very much for your reply, wfhadvisor2019. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have never been advised of a delay or anything of the sort from them. What I received was them advising my documents have been received and my payment was in the queue for fulfillment.

I received this from them on December 5th, 2022:

Dear Laura

Thank you for contacting Royal Planet Casino

We acknowledge and appreciate the documents that we received as we see the withdrawal is already in the queue for fulfilment.

Please feel free to connect with us anytime on our 24/7 live chat support

Thank you. Have a great day.

Kind regards

Royal Planet Casino

support@royalplanetcasino.com

Thank you very much, wfhadvisor2019, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello wfhadvisor2019,

I have reviewed your case and will contact the casino to see if I can help.

We 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?

Kind regards,

Tomas

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.

Okay thank you

Dear wfhadvisor2019,

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