I made 2 withdrawals last month one was on the 23.1.2023 for $3500 and the other was on 24.1.2024 for $5500 have not received neither of these withdrawals I get on chat talk to them the just say it's been escalated then cut me off almost 3 weeks nothing.

Dear sean175951,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

I made a mistake with my dates their not 2023 these were last month in 2024.

Yes I have made successful withdrawals from this casino previously it is a non kyc casino you don't have to verify I've never been asked to.

Bonuses I do not use them at all.

Thank you very much, sean175951, for providing the necessary information. I will now transfer your complaint to my colleague Dominika ([email protected]) 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.

Dear sean175951,

This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Royal Reels Casino's representatives to join this discussion in order to resolve the issue.

Dear Royal Reels Casino, could you please state the reason why the player's withdrawals have not yet been paid out and when can he expect the payments?

Thank you in advance for providing the information.

Kind regards,

Dominika

www.kpvfaw.com

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.

Hi yes thanks to you guys the casino has gotten in touch with me and told me that on my withdrawal slip I had changed my details of my name to my initials and then last name that's why I never received my payment but I never changed nothing and had received withdrawals in the past with those details so I got it withdrawn to a Bitcoin account and I got it straight away thank you.

Dear sean175951,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Dominika

www.kpvfaw.com