The player from Germany requested a withdrawal two weeks ago, but despite the casino marking the transaction as completed, the funds have not arrived in his bank account. He has repeatedly asked for clarification but has only been informed that the casino is investigating the issue.
RoyalGame Casino - Player’s withdrawal has been delayed.
Opened
Current status
Waiting for player to reply
6d 16h 57m 15s
RoyalGame Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.4
RoyalGame Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case summary
Discussion
Sensitive attachment
Sensitive attachment
yesterday
Translation
I had requested a payout, which was processed on October 20th by
The casino transaction was recorded as completed, but unfortunately the money never arrived in my bank account!After repeatedly requesting clarification as to where the money has gone, I have so far only received the information that they are looking into it.
Nothing else has happened since!
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
7 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful withdrawals from this casino before?
Have you passed the full KYC verification?
When was the last time you communicated with the casino regarding the status of your payment? Please forward me the most recent conversation between you and the customer support at [email protected], or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
