I've been trying to withdraw 500 euros since May 20, 2025, and they give me the same excuse and the same answers every day. I think it's shameful that I'm waiting so long, and every day I think they won't refund me.

I have sent the card I used to enter, the ID on both sides, and the bank's certificate of ownership.

Llevo desde el 20.05.25 intentando retirar 500 euros y me ponen cada día una excusa y las mismas respuestas. Me parece que es vergonzoso que este esperando tanto tiempo y cada día creo que no me lo van reembolsar.

He mandado la tarjeta con la que ingrese, el documento de identidad por ambas caras y certificado de titularidad del banco.

Dear Josevelezo11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from the casino.

To assist you better, could you please provide us with more information by answering the following questions:

• Have you made any successful withdrawals before? 
• Have you accumulated your winnings with or without an active bonus?
• What specific excuses have they given you regarding the delay in processing your withdrawal?
• Could you please share the screenshot of your withdrawal request?
• When did you provide the documents for KYC? Are they under review?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Natalia

Yes, they have made some withdrawals. No bonus. There are many withdrawals.

Si que han realizado algún retiro. Sin bono. Que hay muchos retiros

Thank you very much for your reply, Josevelezo11. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, Josevelezo11, for your cooperation. I will now transfer your complaint to my colleague Martina ([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 Josevelezo11,

My name is Martina and from now on, I will assist you with resolving your complaint. 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.

Now I would like to invite RoyalGame Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Josevelezo11,

Thank you for reaching out to us.

We are sorry for the delay and for any inconvenience that might have caused.

We are happy to confirm that your withdrawal from 20/05 has been processed, and the money has been sent from our side.

The funds can take a few working days to appear in your account, however, this is subject to the payment method used and your bank standards.

You have currently one pending withdrawal to your account, we are working with the relevant department in order to process it as soon as possible.

Best regards,

RoyalGame Casino Team

It arrived today.

Thank you

Ya me llego hoy.

Gracias

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

www.kpvfaw.com