SweepsRoyal Casino - Игрок еще не получил свой выигрыш.

I won $7,000 on Sweeps Royal and requested a withdrawal. My identity verification was completed and the casino already sent partial payments. The remaining $600 has been delayed for over 7 days. The casino keeps responding without providing a payout timeline or explaining the reason for the delay. I am requesting assistance in getting the remaining $600 released.

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Dear Samsmart13,

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

Dear Samsmart13,

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.

would like to provide additional details for my complaint.

After winning $7,000, I immediately redeemed the full amount. My identity verification was already complete, and the casino even issued several partial payments of $150 and $100, proving that my account passed the necessary verification checks.

Despite this, all remaining withdrawals were repeatedly rejected, and instead of keeping the funds in a pending withdrawal status, the casino returned the money directly into my playable balance without my permission. I did not request the funds to be returned, and I did not want the money placed back into the game balance.

For over a week, I contacted customer support daily. Each day I was told to "keep waiting," yet no specific timeframe was ever given. During these delays, support encouraged me to keep playing while I waited, even though I clearly requested the withdrawal to be processed.

The casino advertises "instant redeems," but in my case, the redeem process was delayed for more than a week and was repeatedly rejected without explanation. The casino’s actions — rejecting verified withdrawals, returning the funds to my playable balance, and encouraging continued play — directly caused the reduction of my original winnings.

Because of these delays and their failure to honor my original redeem request, the balance was played down significantly while I was waiting for a payout that was never properly processed. In total, I only received $800, despite redeeming $7,000 immediately after winning.

I am requesting a formal review and compensation for the financial harm caused by the casino’s withdrawal handling, misleading "instant redeem" claim, and the unauthorized returning of funds to my playable balance.

Thank you.

I want to add additional information to my existing complaint. After I submitted the original case, I continued attempting to redeem my winnings. Even though my identity was verified and the casino issued small partial payments ($150 and $100), they rejected every remaining withdrawal attempt.

In total, I attempted to redeem my winnings over 20 times, and each request was denied without explanation. The casino never asked for additional documents and never provided a reason for the rejections.

Each time they rejected my redeem, they returned the funds directly into my playable balance without my permission, instead of holding the funds under a pending withdrawal. I did not request the money to be returned and wanted the original redeem processed.For more than a week, support told me to "keep waiting" and "keep trying," but refused to give any timeframe. Several agents encouraged me to continue playing while waiting. The casino advertises "instant redeems," yet my payout was repeatedly delayed and rejected despite verification.

Because the funds were placed back into my playable balance, the original $7,000 was reduced while I waited for the payout the casino refused to process. In total, I received only $800.

I am requesting a review of the casino’s withdrawal process and compensation for the financial loss caused by repeated redeem rejections, lack of explanation, and unauthorized return of funds to my playable balance.

Dear Samsmart13, thank you for your reply. 

I am sorry to hear that, and I completely understand your frustration. However, since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila G.