I had deposited hundreds and hundreds with no problem at all . I eventually won a large amount which I couldn’t withdraw in one lump , I had to do multiple withdrawals which weren’t a problem . They then froze my account and ask for documents which I sent in multiple times which they kept rejecting . I received a email saying they have received my documents and it will be passed onto the relevant team . I’m still waiting on the response . They can take the money no problem but don’t want to pay out

Dear Joe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed and serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawals.  

Could you please advise how many days ago you have started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

About 4 days ago

Dear Joe,

I understand your frustration but please allow it a little bit more time. If there’s no update by this upcoming Thursday, we will get involved. Thank you very much for your patience and understanding.

Ok thank you

Dear Joe,

Have there been any developments since our last conversation?

i had to get through to them via live chat and they told me the same stuff they said last week . That once it has been reviewed they will email me . How long dose it take to review a few bits of paperwork . It’s like there holding out not to pay me

Thank you very much, Joe, for getting back to us. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joe,

I looked at your complaint and will do my best to help you. I would like to invite Royal Slots Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

They said I need to verify by sending in documents

Dear Joe,

send them documents for verification and let me know about your progress.

I already have sent in . I’ve sent in numerous amounts . Banking statements , proof of address , driving licence, tax documents I’ve filled out a source of wealth declaration . They are ok me depositing thousands but don’t want to pay out or even making it hard to . It’s my money

Dear Casino,

can you please specify what is the problem with player's withdrawal request?

We would like to ask the Royal Slots 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’.

They have accepted my paperwork and said it will take 3-5 working days

Dear Joe,

I'll extend timer to 7 days, please let me know when you'll receive your winnings.

Ok thank u

Dear Joe,

did you receive your winnings?

Sorry I completely forgot to get back to u. Yes I have received my winnings

Dear Joe,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam