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Royal Vegas - very long time
Ruling
Resolved - Unfortunately if you play your balance away before we've had a chance to fully investigate the issue there's absolutely nothing we can do to help you.
Read our Royal Vegas Casino Review.
Player's Complaint
Hello, I'm tired of fighting with this casino.
Every day they say different things. The case concerns the verification at first they said that they could not get the documents because they are high quality and have a high resolution. I sent the documents directly 3 recipients and their manager, as a result, they confirmed that the documents were obtained and sent for review to the Department of Safety when. Then two days later, I again applied to the support to know when cashout my winnings, and they replied that they again did not get my documents, although the PVCs before writing an e-mail that's all right, we got the documents Expected please payment ! Yesterday, I was surprised at all! Support after my question: When will the money be paid, said that Unfortunately we did not get the documents !!! I immediately sent them a letter to him with the evidence that the casino has received the documents and they are now re-asserting that the wait for a response from the test 2 days.
This rigmarole has lasted about 2 weeks. All kinds of strange things they say. In online chat operator says that the money will be paid out through the day and all operators of service support, online chat, via email that say different things !!!
I was very tired already to deal with them. If you can help me .....
3 Responses
Hi pirogm,
I've had a response from Royal Vegas which is as follows;
We originally requested KYC documents from this player on 17 August after the withdrawal was made. Although he did send us a mail, the documents were not attached and he was informed as such on 20 August. Unfortunately when he contacted us on 18 August, a support agent confirmed that we had received his documents but that was due to the agent not having access to the attachments (for security reasons agents are unable to open any attachments as we contain sensitive information with our Player Security Department)
The player then sent us his documents again and he was informed that we had received it and that it was sent for verification. However, due to an administrative glitch the withdrawal was again refunded to the player’s casino account.
The player withdrew £400 but has played out his balance and there is only £0.07 left in the account.
The player would not have received the full withdrawal (only £100) as he generated the win off bonus money and only made his first deposit of £5 after the win.
If the above is accurate there's nothing further we can do to help you. If you've already lost the funds back there's nothing for us to pursue with the casino.
Let me know,
ThePOGG
Hi priogm,
If I've not heard back from you by Friday the 11th of September I'll assume that the above is accurate and close this complaint.
Thanks,
ThePOGG
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Agreement
pirogm 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:
August 21, 2015
Hey pirogm - welcome to ThePOGG.com!
Before I can do anything to help you I need you to provide me with the username and email address you use at Royal Vegas casino. It would also be useful to know the amount you're trying to withdraw.
Thanks,
ThePOGG