Royal Stars Casino - プレイヤーの撤退が遅れています。

I am experiencing issues with verifying my account and withdrawing my funds.

The casino promises to process withdrawals via my chosen payment method, in this case, a bank card, within 48 hours, but nothing happens.

For over a week, I’ve been attempting to verify my account and withdraw my funds, always receiving the same response: "please send bank card verification." The irony is that the finance department already has my bank card verification among my details. So, my account is verified, but it seems that the casino does not want to release my winnings. The bonuses are not in question; there are no issues with that.

I have contacted the chat support numerous times, and they always assure me that the withdrawal will be processed soon.

The finance department just keeps asking for the bank card verification repeatedly.

It seems like they don’t want to let me withdraw my winnings at all, and my patience has run out. This is not proper customer service.

I have the right to withdraw my winnings without any hassle as I have deposited real money in the casino and won with it.

Minulla on ongelmia tilini vahvistamisen sekä nostojani kotiuttaminen kanssa.

Casino lupaa kotiuttaa rahat valitsemallani maksutavalla 48 tunnin kuluessa, tässä tapauksessa pankkikortti, mutta mitään ei tapahdu.

Olen reilun viikon yrittänyt vahvistaa tilini sekä kotiuttaa varojani aina sama vastaus, lähetätkö pankkikortidtasi vahvistuksen tämän kaiken huippu on se että finanssi osastolla ja tiedoissani on jo pankkikortti vahvistus. Tilini on siis vahvistettu, mutta näyttää siltä ettei casino halua kotiuttaa voittojani. Bonusten osalta asia on kunnossa, siitä ei ole kyse.

Olen lukuisia kertoja ollut yhteydessä chattiin sieltä kotiutusta on luvattu pian.

Itse finanssi osasto pyytää vain toistamiseen pankkikortin vahvistusta.

Näyttää siltä kuin voittojani ei haluta kotiuttaa minulle lainkaan, kärsivällisyyteni on loppu ei tämä ole oikeaa asiakaspalvelua.

Minulla on oikeus kotiuttaa voittoni ilman minkäänlaista pelleilyä sillä olen tallettanut Casinolla oikeaa rahaa ja niillä voittanut saatavana.

Dear Miracle73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, and thanks for your reply! I've been in contact with the casino numerous times via chat, as well as by e-mail to the finance department itself, I haven't been told what the problem is with confirming my account, I've only been asked to confirm my bank card, which they already know in my profile. I don't get a factual answer to my inquiries either.

Hello, I just received information from the Casino's finance department that my withdrawals have been processed, so this case can now be closed from my side. However, thank you for your cooperation.

regards

Miracle73

Hei, sain juuri casinon finanssiosastolta tiedon että nostoni ovat käsitelty, eli tämän tapauksen voi nyt minun puoleltani sulkea. Kiitos kuitenkin yhteistyöstänne.

Ystävällisin terveisin

Miracle73

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Miracle73, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru