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Royal Vegas - withdrawal still not received
Ruling
Found for the Player - Royal Vegas has informed us that they will not cooperate with this service to manage player complaints.
Read our Royal Vegas Casino Review.
Player's Complaint
I created an account and deposited 2500 to Royal Vegas on March 23. And my account was closed almost immediately because of self exclusion at a sister site. But the deposit went through anyways. So I am trying to get the refund.
It has been one month already and I am still trying to get the refund. Throughout the one month, I have contacted their live chat for at least 30 times. First, they denied that they received my deposit, asked me to contact the payment provider. After 2 weeks of sorting this out, they finally recognize they have my money. Then they say they will give me the refund. Last Monday, They asked for documents like the void cheque so they can pay me. I sent it immediately. After following up several times, the live chat kept saying the same documents are still being requested, and the withdrawal is still under review. And they say there is no maximum timeframe for the review...
I have been working so hard to get the refund for one month already, and they don't understand the importance of the issue.
3 Responses
If the chances are low, it is ok, you don't need to contact them for me. I will try somewhere else.
Hi thepwner,
Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.
All we could suggest is contacting the operators ADR, eCOGRA. Alternatively, if you wished to consider legal action our understanding is that GreenTableLegal.com offer a no win no fee service that specialises in the remote gambling sector.
Sorry we could not be of further help.
ThePOGG
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Agreement
thepwner 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:
- Royal Vegas
- Malta Gaming Authority
- Digimedia Ltd
April 20, 2022
Hi thepwner - welcome to ThePOGG.com!
Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.
Thanks,
ThePOGG