Royal Stars Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

Dear Team,

I had a little luck on December 9th and won €5400.

I requested the withdrawals on the same day. The withdrawal is split into several individual payments to ensure I stay within the maximum limit per withdrawal.

In the past, payouts were in my account within one day.

The payout has been dragging on for over a week now, and the live chat keeps saying it will take longer and I'll be notified. This is going on for a while.

Sehr geehrtes Team,

Ich habe am 9.12 ein wenig Glück gehabt und 5400€ gewonnen.

Die Auszahlungen habe ich noch am gleichen Tag beantragt. Die Auszahlung ist gestückelt auf mehrere einzelne Auszahlungen, damit ich das maximum pro Auszahlung einhalte.

In der Vergangenheit waren Auszahlungen innerhalb von einem Tag auf meinem Konto.

Bei der Auszahlung jetzt zieht es sich seit über einer Woche und vom Livechat heisst es immer, daß es noch dauert und ich benachrichtigt werde. Das ist bisher n.g.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear JeffJ,

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 JeffJ,

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.

Hello everyone and thank you for your message. There's an update: some payments have come in over the last few days, so there's still a shortfall of €1400.

Hallo zusammen und vielen Dank für die Nachricht. Es gibt ein Update und zwar kamen in den letzten Tagen einzelne Zahlungen, sodass zum jetzigen Zeitpunkt noch 1400€ fehlen.

Update:

I cancelled 400 euros, leaving 1000 euros outstanding.

Update:

Ich habe 400 Euro storniert und es bleiben somit 1000€ übrig, die noch ausstehen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JeffJ,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila