Royal Vegas - Withdrawals on hold for an excessive amount of time

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

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Player's Complaint

I’ve been a member with Royal Vegas for several year and never had an issue until now. I never play using bonuses and all of my documentation has previously been verified. To give you a sense, I've deposited over $20K within the past 12 months without any issues until now. I’ve been experiencing undetermined delays with 8 withdrawals totaling $8,360.80 less $2,000 that was settled for $6,360.80 CDN that have been on hold with their operations team since October 27, 2020 without any updates whatsoever despite countless times contacting support and escalating my concerns. They do not work well together and I cannot get a contact for operations team. So the details are I deposited a $1000 cdn to my account and lost it so I put another $1000 cdn into my account both by echeck and won a little. I had an honest mistake and forgot I was on a tilt and never transfer the extra funds into my funding account as I was tied up with work so one payment bounced in which I paid my fees. So I get a email on October 29, 2020 stating that they settled this issue with my withdrawal so I thought great no big deal my withdrawal should be processed shortly. Based on that email, I had the impression this withdrawal would be processed in a day or two and I had multiple withdrawals occurring at the same time so a few days later I decided to play again and try my luck. the same thing happened I think I put in $500 cdn and $1000 cdn and won a little but only one cleared due to the timing of money being deposited by my bank which I called them that day to ensure it never happens again as it doesn’t look good and advised them to take funds from my other account to prevent any issues. My bank deposited incoming funds that evening after one of the echeck bounced which I was really pissed about as I had multiple transferring coming and going and haven’t a hard time keep an eye on everything. I paid by fees and all of my withdrawals have been on hold with the Royal Vegas operations team ever since without any updates even deposits paid via interact. All being said that it was honest mistake but royal vegas still accept deposits from me as I lost $2000 cdn the other day and i would not have deposited anymore funds if knowingly it would take that long to withdrawal. so today Ive asked my deposits to be temporary disabled until this matter was resolved but they couldn’t do that and suggested I temporarily close my account but I wouldn’t go for that because of pending withdrawals and who knows what would happen in that case so I just put a 100$ limit on my account to prevent me from playing. I have all the supporting documentation. Apparently it is going through a "routine" review and i haven't heard from anyone and i contact customer support daily looking for an update. This is completely unfair and would appreciate some communication from the operations teams to at least acknowledge this fact.

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