RoyalGame Casino - プレイヤーの引き出しプロセスが遅れています。

I have been waiting for my payout since 11/05, but nothing is happening at all. I have contacted the live chat support several times, but they only keep telling me that I will definitely receive my money, without being able to provide a timeframe.

Ich warte jetzt seitdem 11/05 auf meine Auszahlung, aber absolut nichts passiert. Ich habe den livechat mehrfach kontaktiert der mir aber immer nur sagt das ich mein Geld aufjedenfall erhalten werde, aber sie mir keinen Zeitrahmen nennen können.

Dear romanstolz1,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Was your account successfully verified already?
• Was this your first withdrawal attempt at this casino?
• Did you accumulate your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings?
• If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Has your account already been successfully verified? Yes, it has.

Was this your first withdrawal attempt at this casino?

Yes, it's the first time.

Did you accumulate your winnings with or without an active bonus? With bonus, but 100% did not violate the terms and conditions.

Which payment method did you choose to withdraw your winnings? Visa card

Wurde Ihr Konto bereits erfolgreich verifiziert? Ja, wurde es.

War dies Ihr erster Auszahlungsversuch in diesem Casino?

Ja, ist das erste mal.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt? Mit Bonus, habe aber zu 100% nicht gegen die Bedingungen verstoßen.

Welche Zahlungsmethode haben Sie für die Auszahlung Ihres Gewinns gewählt? Visakarte

Thank you very much, romanstolz1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.  

Hello, romanstolz1,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear RoyalGame Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

The payout is now complete and the money is on its way. Thank you for your support🤗

Die Auszahlung ist nun abgeschlossen und das Geld ist auf dem Weg. Vielen Dank für die Unterstützung🤗

Great news, romanstolz1!

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Dear romanstolz1,

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 consider the complaint successfully resolved.

Money has arrived 👍

Geld ist angekommen 👍

Great! Thank you, romanstolz1, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks also to the RoyalGame Casino Team, for their help and cooperation outside the thread.

Best regards,

Branislav, Casino.guru