At 1st I tried to respond to $600 from these guys which everything was on the open up. I don't have any place or requirements for anything of the sort that I need to do and they just will not give me my pay out. To keep saying that they've send it upwards to the priority people and that I should be getting within 7 to 10 days it's been well over 3. Weeks so then I tried withdrawing 300 of it and they're still giving me the same run around now. I've tried email and they're directly a couple times and I don't even get a response from them anymore just trying to get the settled list

Dear jweiperttattoo82,

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 before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active 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,

Kristina

It was through a deposit with a bonus but I far surpassed the required playthrough. The verification process has all been completed. They just keep saying "rest assured your payout will be issued soon" or something close tk those lines

Yeah I kind of figured that. Tried again yesterday. Same exact excuse word for word. And then have the nerve to ask me if I was interested in a special bonus and if I wanted to make a deposit. Unreal

Thank you very much for your reply, jweiperttattoo82. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Nothjng has changed at all since day one.

I finally got a different response but I'm not gonna hold my breath

Thank you very much, jweiperttattoo82, for your cooperation. I will now transfer your complaint to my colleague Veronika ([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.  

Thanks. Although I don't see much resolution to it other than going round the same thing over and over beings I've still gotten the same response. It's starting to not even be worth the headache caused by them at this point. I'm guessing that's their tactic. Stall until the customer becomes busy with life or gives up on the idea of evef getting what is theirs.

Dear jweiperttattoo82,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Casino Royal Club to join the conversation and aid in the resolution of this complaint. Have you solved the technical issues yet? When can the player expect to be paid out?

What happens when they don't respond.?

We at Casino Guru are the mediator between the players and the casinos. When we receive a complaint, we contact the casino representatives via various channels and ask them to participate in the case investigation. The casino has 7+7 days to join the discussion. If they do not join the resolution of the complaint for these two weeks, we close the complaint as unresolved, and the casino gets penalized with black points. The black points cause a decrease in the casino's reputation rating. I understand that such punishment isn't very satisfactory for you as the player, but it might help change the casino's approach, or it might at least warn other users when choosing where to deposit and play.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Veronika