They cited as a reason for the delay that the casino ownership had changed hands. And that caused the delay, previously they cited a problem with their Bitcoin server. Since then, the request has been validated for withdrawal. They just refuse to release the funds to my Bitcoin address. They read from the same exact script every time using the same verbage “escalated” “finance department”.

Casino Royal Club – Player’s experiencing difficulties redeeming No Deposit bonus.

I’ve met any and all conditions and playthrough. My documents are all verified acceptable, and my requested, required deposit was made and played on October 31st 2022. My experience has been abysmal with the casino all around. If you give out a bonus, and the player meets your requirements, you should adhere to your own terms and conditions. I said that’s fine, within your stated parameters, I take no issue. However 10 business days maximum and 70 calendar days are quite different.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but, I’m afraid, I will need more information to understand it completely. Could you please specify which exact bonus you have tried to redeem? I hope we will be able to help you to resolve this issue as soon as possible. We have now reached 70 calendar day and parts of 4 months. 2-3 times per week I get in a chat with an agent and inquire.

Player stopped responding

• I hope we’ll be able to resolve this issue together.
• To which I received no further reply since.
• I’m sorry to hear about your problem, but, I’m afraid, I will need more information to understand it completely.
• Unfortunately, winnings haven’t been received yet.

Thank you Jeff for providing us with all the information. I hope we’ll be able to resolve this issue together. I’ve met all requirements on October 31, 2022 it’s now January 14th, 2023. The withdrawal amount and Transaction number are still on my account as requested. But I have received no reply in over a dozen attempts.

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I played fairly, you should pay fairly. To which I received no further reply since. We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. I have heard that it has been “escalated” for priority, no less that 15 times from at least 8 different chat support agents.

Thank you very much, Ffejnella365, for providing all the necessary information. I will now transfer your complaint to my colleague Peter () who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. However, I hope we will be able to help you to resolve this issue as soon as possible.

There is nothing that I need to do, and nothing that I can do to further my withdrawal. I placed my request for withdrawal on Oct 31st 2022. I met all the conditions and requirements. My documents were verified on or before October 31st 2022.

Player stopped responding

Which I did via Bitcoin on October 31st as well.

I will mark the complaint as “unresolved” in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino’s approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Last week, I was finally told to expect my funds this week by two separate chat agents.