RoyalGame Casino - Игрок считает, что вывод его средств задерживается.

Hi everyone,

I’m posting here to get some advice or perhaps some attention from the casino representative regarding a withdrawal issue I’m facing at RoyalGame

I recently had a lucky run and my current account balance is 50,000 PLN (around 11 779 EUR). To start the payout process, I requested my first withdrawal of 1,980 PLN back on April 19th. I was told by live support that the finance department usually processes these requests within 3 business days.

It has now been over a week, and my withdrawal is still "pending." Here is why I'm starting to get concerned:

• No KYC requested - despite the long wait, the casino hasn’t asked me for any documents yet.
• No ID, no proof of address, nothing. It’s strange that a "finance review" takes this long without even starting the basic verification.

Vague support answers: Every time I contact the live chat, I get the same generic response: "the finance department is checking it, please wait." They refuse to give me any specific dates or explain what exactly is being "checked."

Honestly, it feels like I’m being stalled. If it takes more than a week to process a small 2k withdrawal, I’m worried that getting the full 50,000 PLN will take forever.

I have saved all the necessary evidence, including screenshots of my balance, the pending withdrawal request, my game history, and the chat logs with support.

Has anyone else had similar issues with RoyalGame? Is this just their standard "slow" procedure, or should I be worried about getting paid at all? I just need a concrete date. Even if it's a month from now. If you could guys help settle this, I'd be forever thankful.

I’d appreciate any help or insight from the moderators or the community.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear matthew97,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

"If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you."

That's the point -- they can keep on delaying the acceptance of the withdrawal. What's stopping them from delaying EACH payment for a month, a year? And you're not going to help if they keep on delaying forever?

Dear matthew97,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

RoyalGame finally approved 2 out of my 3 pending withdrawals after more than two weeks. However, the third withdrawal (requested on April 21st) is still pending - it has now been over 20 days.

I want to highlight the absurdity of the situation with some context:

• My total balance is 50,000 PLN.
• The casino limits withdrawals to 2,000 PLN per transaction.
• I am only allowed to have 3 pending withdrawals at any given time (totaling 6,000 PLN).
• So far, they have only approved 4,000 PLN in total.

If we look at the math: to withdraw the full 50,000 PLN in 2,000 PLN increments, I need 25 successful transactions. If each "batch" of 3 withdrawals takes 20 days to process (as it has so far), it will take approximately 160 to 170 days, nearly half a year, to receive my winnings. And that's if we're lucky and they don't stall further.

This is clearly not a "standard financial review." Since they have already approved 2 out of 3 withdrawals from the same period and payment method, there is no logical reason to hold the 3rd one. It is a transparent stalling tactic designed to keep 46,000 PLN of my money hostage, hoping I will eventually gamble it back.

The logic of "needing time to ensure everything is okay" no longer applies because they have already verified my account by approving the first two payments.

As the 14-day window has passed and the delay is ongoing without any justification, I officially request your intervention to help speed up this process.

I appreciate your help dearly.

Best,

Mateusz

Dear matthew97, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Karla

Dear matthew97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I didn't have time to respond due to my work. It's been over a month and a total of 10k PLN has been withdrew. We are unfortunately still waiting for more. Two-three weeks, this is how long does it take for each batch. This is frustrating, because as I said -- it will take half a year to get all the money. The livechat support plays the same game: "we are busy".

We didn't play with any bonuses and they already sent some money, but it just shouldn't be this way. Everyone out there, know one thing -- they will do everything to get you back into the game. Terrible behavior to be honest. Not planning to play there any further since I just know that if I win big again, I will see the money maybe in 5 years.

The last batch that we requested was on 14/04. No approval still, despite the fact that they've already sent the money before! Why? Nonsense. Could some representative from Royal Game explain the situation here?

Withdrawal request on 14/04, still nothing. No approval despite having previous payouts approved. The livechat says the same thing: they are "working hard" on making everything work.

This is just sad. We still have 40k to go. It's been almost two months since I've started the withdrawal journey. Only 10k came through. Given the timing, it's gonna be as I said -- in 2027 maybe we'll see everything. Maybe.

Please contact Royal Game. We are helpless at this point.

Once again -- I didn't play with any bonuses. I am not being requested for document review. The livechat keeps on delaying and stalling.

Dear matthew97,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite RoyalGame Casino representative to join this conversation.

Dear RoyalGame Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

thank you for reaching out to us.

After checking the account there seems to be some delay in the withdrawals requested by the customer. We have now forwarded the case to the relevant department for further check.

Once there is update you will be informed accordingly as soon as possible. Thank you for the understanding!

Best Regards,

Team RoyalGame

Dear RoyalGame Casino,

Thank you for the update.

We understand the matter has been forwarded to the relevant department. If there are any updates regarding the player's pending withdrawals, please let us know as soon as possible.

We look forward to your response.