Hello! I need help...this Royal Club casino isn't paying me what I have withdrawn and won...It's been over a month since I withdrew 90 dollars that I won from a no-deposit bonus, I met all the requirements, I'm verified, I even deposited money to complete the withdrawal process...They have never denied me nor have they imposed any further conditions...but they simply said it was 5 to 7 business days to process the withdrawal...and the day I withdrew was August 20, it's been over a month...and every day they tell me my withdrawal will be processed soon and it's a lie...

Hola ! Nesecito ayuda...este casino de royal club no me paga lo que he retirado y ganado...hace más de un mes k retiré 90 dólares k gane con un bono sin depósito, cumplí todos los requisitos, estoy verificada, incluso deposite dinero para estar completa con el proceso de retiro...nunca me han negado ni me han puesto alguna traba o condición más ...pero simplemente dijeron que era 5 a 7 días hábiles para procesar el retiro...y fue el día 20 de agosto cuando retiré, ha pasado más de un mes...y todos los días me dicen que mi retiro será procesado pronto y es mentira...

Dear shialabeouf31,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Have you redeemed any free bonuses from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, 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,

Petronela

Hello, thanks for the support.

The withdrawal is still in pending status within my account. It is correct.

I have not been informed that I cannot withdraw the winnings. They have told me that it will be done soon, that they have escalated the case, that I am one of the next, that they will definitely pay, that I am a priority, etc... but that has been the case since the first days, the same thing all the time... never They have told me that I cannot withdraw, they say it will be soon but it is not happening... they ask me for the address of my updated bitcoin wallet and they promise that it will be soon but nothing more, it has been more than a month now.

I have never redeemed any money before, because the casino policy when you play with a free bonus for the first time and win, you must deposit, but the maximum winnings to withdraw without 90 everything else excess is eliminated, so first it is necessary collect this money to conclude the bonus...but anyway, this is my first experience with them and it has been unfortunate.

Hola gracias por el apoyo..

El retiro sigue en estado pendiente dentro de mi cuenta es correcto..

No me han informado que no puedo retirar las ganancias. Me han dicho k pronto se realizará, que han escalado el caso, que soy una de las siguientes, que definitivamente pagarán, que soy una prioridad, etc...pero eso desde los primeros días , todo el tiempo lo mismo...nunca me han dicho que no puedo retirar, dicen que pronto pero no sucede...me piden la dirección de mi billetera bitcoin actulaizada y prometen que pronto pero nada más, ya más de un mes en eso.

Nunca he canjeado ningún dinero antes, porque la política del casino cuando uno juega con un bono gratis por primera vez y gana, debe depositar, pero las ganancias máximas a retirar sin de 90 todo lo demás excedente se elimina, por lo k primero es nesesario cobrar este dinero para concluir con el bono...pero en fin , está es mi primera experiencia con ellos y ha Sido lamentable.

I understand that you haven't received any winnings from this casino previously but have you activated any free bonuses in the past or was this your first one? Thank you.

This has been the first bonus... in this casino they offered a free no deposit bonus, which logically one takes advantage of first before using any money... it is within the rules... I complied with the bonus, and my account was verified, I also made the deposit and did not deposit any more money. Pok under the terms and conditions of having played with the free bonus, I was only able to withdraw a maximum of 90 USD, which was the maximum I could win playing with the bonus...which was 65 dollars of bonus earnings plus the 25 dollars of minimum deposit... and I had to bet my deposit once again... in short, I met the requirements and they have never denied me nor told me that I cannot collect, I always They say they apologize for the delay and to assure me that they will pay soon, but more than a month has passed and nothing...

Este ha Sido el primer bono..en este casino ofrecían un bono gratis sin depósito, el cual por lógica uno aprovecha primeramente antes que usar algún dinero...está dentro de las reglas...yo cumplí con el bono, y mi cuenta fue verificada , tambien realice el depósito y no deposite más dinero Pok en los términos y condiciones de haber jugado con el bono gratuito solo me era posible retirar 90 USD máximos , que era lo máximo a ganar jugando con el bono...que eran 65 dólares de ganancias del bonus más los 25 dólares de depósito mínimo..y tuve k apostar mi depósito una vez mas...en fin que yo cumplí los requisitos y nunca me lo han negado ni me han dicho que no puedo cobrar , siempre me dicen k me piden disculpas por el retraso y que me asegure que pronto pagarán , pero ha pasado más de un mes y nada...

As you can see, they don't tell me any negative or that I can't make a profit...it's just been like this for a long time, they apologize and say they will pay but now I'm waiting approximately 40 days.

Cómo puede apreciar, no me dicen ninguna negativa ni que no puedo obtener ganancias...simplemente es así desde hace tiempo, piden disculpas y dicen que pagarán pero ya en eso voy 40 días aproximados de espera.

Thank you very much, shialabeouf31, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casino Royal Club to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you shialabeouf31 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Royal Club for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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,

Peter