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Casino Royal Club - withdrawal issues

Ruling

Unresolved - There was a delay in this player receiving their payment form Casino Royal Club. The player states that casino claim that there was a glitch with their software that nullified the player's winnings, but as we've had no explanation regarding what this glitch was or why it would nullify funds we have no avenue to investigate.

The player subsequently played their balance away.

Read our Casino Royal Club Review.

Player's Complaint

I played at this casino before and i have received my cashouts. This is the first time where they put a block on my phone I can't get through to them I won 3812.55 on Thursday July2, 2015 and I had problems with the withdraw button it would not allow me to withdraw the funds. I deposited 50.00 dollars on a 300% no max cashout promotion and I met the wagering requirements. I tried to get in contact with support on Friday and they told me they have technical problems and try again later. I called Saturday and I was not able to reach anybody until 4:00pm my time and they said they were having technical issues. I spoke to a guy named Steve and he told me to call back Monday and they would have the technical issues resolved and I would be able to process my withdrawal. Today is Monday and I have been calling since 6:00AM this morning and there is apparently is some block on the phone because I cannot get through it keeps telling me this number is unavailable please call again later. I have sent all their department emails and no one has responded to any of them. I have to get on live chat and they have blocked my communication from live chat. I do not know what's going on but its very obvious to me they are trying not to pay me. Could you please help me to resolve this issue and help me to get in contact with them so I can process my withdrawal.:(

Read the casino review

6 Responses

User icon
ThePOGG
July 7, 2015

Hi moon1919 - welcome to ThePOGG.com!

I would say you're jumping the gun a little here - it's only been a few days and a few days over a weekend, so concluding that the casino are looking not to pay you is a little premature.

However, I am happy to try and help you with this issue. Before I can do anything I need you to provide me with your username and email address at the casino.

Thanks,

ThePOGG

User icon
ThePOGG
July 9, 2015

Hi moon1919,

To answer your email - I have not had any response from Casino Royal Club at the present time.

While this isn't particularly unusual - it's far from uncommon for it to take a few weeks to get a response from the right person to deal with an issue, I don't want to get your hopes up. This casino is part of a group that have been non-responsive to previous complaints and have a fairly negative reputation around the industry.

I'll keep trying and let you know if I hear anything.

Thanks,

ThePOGG

User icon
ThePOGG
July 11, 2015

Hi moon1919,

To answer your emails - I'm not currently trying to contact this group by either phone or live chat. In my experience these are inefficient methods of establishing a line of communication regarding complaints. While I will ultimately pursue these in a few weeks if no response is forthcoming from emails, for the time being I'm working via email.

As far as I'm aware this casino is still in operation. At the start of this year we came to believe that the casino had closed - likely due to their website being down for an extended period of time - however the existence of your complaint demonstrates that this was either incorrect or the casino has subsequently reopened.

ThePOGG

User icon
ThePOGG
July 17, 2015

Hi moon1919,

Just to keep you informed - I have tried again to reach out to this operator on several different email addresses (one alarmingly returned the email as undeliverable).

I'll keep trying for the time being and will let you know if I hear anything.

Thanks,

ThePOGG

User icon
ThePOGG
July 22, 2015

Hi moon1919,

I've just been on the Casino Royal Club live support which you can see below;

Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with '[CASINO ROYAL CLUB REP]'

[CASINO ROYAL CLUB REP]: hello

[CASINO ROYAL CLUB REP]: how may i help you?

you: Hi - I'm a representative of ThePOGG.com - we've had a player submit a complaint against Casino Royal Club and we've been trying to reach a representative of the casino to manage the issue

[CASINO ROYAL CLUB REP]: may i know the player name and what's his/her issue?

you: email address [EDIT] and the username is [EDIT]

you: complaint is as follows;

you: I played at this casino before and i have received my cashouts. This is the first time where they put a block on my phone I can’t get through to them I won 3812.55 on Thursday July2, 2015 and I had problems with the withdraw button it would not allow me to withdraw the funds. I deposited 50.00 dollars on a 300% no max cashout promotion and I met the wagering requirements. I tried to get in contact with support on Friday and they told me they have technical problems and try again later. I called Saturday and I was not able to reach anybody until 4:00pm my time and they said they were having technical issues. I spoke to a guy named [EDIT] and he told me to call back Monday and they would have the technical issues resolved and I would be able to process my withdrawal. Today is Monday and I have been calling since 6:00AM this morning and there is apparently is some block on the phone because I cannot get through it keeps telling me this number is unavailable please call again later. I have sent all their department emails and no one has responded to any of them. I have to get on live chat and they have blocked my communication from live chat. I do not know what’s going on but its very obvious to me they are trying not to pay me. Could you please help me to resolve this issue and help me to get in contact with them so I can process my withdrawal.:(

[CASINO ROYAL CLUB REP]: as i checked her account, her account balance is zero for now.

you: thanks [CASINO ROYAL CLUB REP] - does that mean that the balance has been paid?

[CASINO ROYAL CLUB REP]: there is no pending withdrawal of her

[CASINO ROYAL CLUB REP]: she played with her money

you: okay - that's enough for me to move forward

[CASINO ROYAL CLUB REP]: okay

Your chat transcript will be sent to [email protected] at the end of your chat.

Is the above accurate?

Thanks,

ThePOGG

User icon
ThePOGG
July 24, 2015

Hi moon1919,

Thanks for your email. While I understand your frustration and completely agree with you that this is not a group that players should be considering depositing with, as there are no longer any fund to contest there's nothing further I can do the help with this issue.

Sorry I couldn't be of more help,

ThePOGG

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Agreement

moon1919 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

July 7, 2015

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