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Hello, I am contacting you because I am having withdrawal problems with the Royal Game online casino. After a win on the platform I made the first withdrawals and they were regularly credited. On 14/15/16 February I requested three withdrawals of € 500 for a total of € 1500 but after 16 working days I have not yet received any credit despite the various requests from me. Their responses are always vague and after all this time passed I have decided to contact you for a complaint. I am sending you the photo of the pending withdrawals and the chat conversations as an attachment. I await your response, thank you.

Salve, vi contatto perchè sto riscontrando dei problemi di prelievo con il casinò online Royal Game. Dopo una vincita nella piattaforma ho effettuato i primi prelievi e sono stati regolarmente accreditati. Nelle date 14/15/16 di Febbraio ho richiesto tre prelievi di 500€ per un totale di 1500€ ma dopo 16 giorni lavorativi non ho ancora ricevuto nessun accredito nonostante le diverse sollecitazioni da parte mia. Le loro risposte sono sempre vaghe e dopo tutto questo tempo trascorso ho deciso di rivolgermi a voi per un reclamo. Vi invio in allegato la foto dei prelievi in sospeso e le conversazioni in chat. Aspetto un vostro responso, grazie.

Dear giovi58,

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.

• When exactly did you make the last successful withdrawal and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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

Good morning my last withdrawals were made on 19 20 21 January they were three withdrawals of 800 euros for a total of 2400 and they were credited to me after 17 working days. IN this platform I was not asked for KYC verification, and my winnings were made without using bonuses thanks.

Buongiorno i miei ultimi prelievi sono stati fatti il 19 20 21 gennaio erano tre prelievi di 800 euro per un totale di 2400 e mi sono stati accreditati dopo 17 giorni lavorativi. IN questa piattaforma non mi è stata chiesa la verifica KYC , e le mie vincite sono state fatte senza utilizzo di bonus grazie.

Good morning I am happy to inform you that my withdrawals of 1500 euros with your collaboration in just two days have been credited to me today the complaint has given a positive outcome thank you very much thank you

Buongiorno sono lieta di comunicarvi che i miei prelievi di 1500 euro con la vostra collaborazione in solo due giorni mi sono stati accreditati oggi il reclamo ha dato esito positivo vi ringrazio tantissimo grazie

Dear giovi58,

We're glad to hear that your issue has been resolved. We'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/casino.guru. 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,

Kristina

Casino.Guru