Rich Royal Casino - Povlačenje igrača je odloženo i blokirano.

Richroyal royal is withholding €33,038.30 from my VIP account.

Withdrawals have been blocked since April 26th. On May 13th, the VIP manager confirmed that my invoice was verified. They are maintaining a manual block by the operator without reason.

I demand my money now!

Richroyal royal me retiene 33.038,30€ de mi cuenta VIP.

Bloqueo de retiros desde el dia 26 de abril.El 13 de mayo la gestora VIP confirmo que mi factura estaba verificada.Mantienen un bloqueo manual por el operador sin motivo.

Exijo mi dinero ya.!!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you passed the full KYC verification, or are there any documents in your account still pending verification?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronica. Well, it seems that by some miracle everything was stuck for the verification process for 20 days after I requested the first 3 withdrawals. Once I filed the complaint here because it's a lot of money, the next day my account was verified, which was Friday afternoon, and this morning at 9:30 I received the first withdrawals in my bank account.

He

I've requested another 3 withdrawals to see if this gets expedited and I can start getting paid properly.

I'd like to inform you that the prizes were won between these two numbers I've attached, although the top prize was won by the Egyptian woman. Also, in response to your question, I played everything with real money and didn't activate any bonuses.

Regarding whether I have ever withdrawn any prizes, the answer is that I tried on 3 or 4 occasions but 6 days passed and when I saw that they neither asked me for documents nor did the withdrawal process advance, I cancelled them and played them.

Finally, I want to mention that due to all the problems this casino has caused me regarding the word verification process via live chat—one person would tell me one thing, and then, after a week of waiting, when I was finally assigned a VIP manager, this person would tell me something completely different from what the live chat representative had said—it's been a month of hell and countless chats. Because of this, and because of the amount I'm still owed, I ask that you keep this claim open until I receive the full amount of my winnings in my account.

Waiting for your news

Receive a warm greeting.

Hola verónica.Pues parece que por magia estaba todo estancado para la verificacion durante 20 dias que solicite los primeros 3 retiros.una vez realize aqui la queja porque es mucho dinero al dia siguiente tenia la cuenta verificada que eso fue el viernes por la tarde y esta mañana a las 9:30 recibi los primeros retiros en mi banco.

He

vuelto a solicitar otros 3 retiros a ver si se agiliza esto y puedo ir cobrando como toca.

Informarle que los premios salieron entre estos 2 que le adjunto aunque el gordo fue en el de la mujer egipcia.respondiendo también a su pregunta jugué todo con dinero real no active ningún tipo de bono.

Sobre si he retirado alguna vez algún premio,la respuesta es que lo intente en 3 o 4 ocasiones pero pasaron 6 dias y al ver que ni me pidieron documentos ni tampoco avanzaba el proceso de retiro los cancele y los jugué.

Por último si comentarles que a raíz de todos los problemas que me ha generado este casino con el tema de verificacion palabras por parte de le chat en vivo de que uno me decía una cosa y luego cuando por fin y después de 1 semana esperando para que me asignarán a mi gerente vip ests persona me decía otras cosas difentes a lo que me decía el de chat en vivo, vamos ha sido un mes de infierno y de infinidad de chats por eso y por la cantidad a la que se me debe a dia de hoy les pido me mantengan abierta esta reclamación hasta que tenga en mi cuenta el total de mi premio.

Esperando a sus noticias

Reciba un cordial saludo.

UPDATE: After receiving my second payment, the casino has downgraded my account from VIP 3 to VIP 1 without any explanation. My withdrawal limit has been reduced from 1,000€ to only 500€. With a 27,000€ balance, this is a clear tactic to delay my payments for months. I have already sent a formal complaint to the casino demanding they restore my VIP 3 status. I ask Casino Guru to intervene as this is a clear act of bad faith and retaliation for maintaining this complaint."

UPDATE: The casino (agent Chris) has just confirmed that they downgraded my account to VIP 1 based on their terms 6.11 and 6.15. They are using these clauses to justify limiting my withdrawals to €500 now that I have €27,000 pending. This is a clear attempt to delay the process for months. I have already responded to them stating that I won as a VIP 3 and these tactics are an act of bad faith. Attached is the screenshot of their response."

Hi! I'm Chris, and I'm going to assist you today. First of all, congratulations on your winnings! I'm so sorry to hear about this situation and I understand your concern.

You currently have a pending withdrawal in process. Please note that payments are processed according to the limits of your current VIP level, the conditions of which can be found in our Terms and Conditions (sections 6.11 and 6.15).

I'm at your complete disposal should you have any further questions. Have a wonderful day!

UPDATE: The casino (agent Chris) has just confirmed that they downgraded my account to VIP 1 based on their terms 6.11 and 6.15. They are using these clauses to justify limiting my withdrawals to 500€ now that I have 27,000€ pending. This is a clear attempt to delay the process for months. I have already replied to them stating that I won as a VIP 3 and these tactics are an act of bad faith. Attached is the screenshot of their response."

Hola! Soy Chris y hoy te voy a asistir. Primero de todo, muchas felicidades por tus ganancias! Siento mucho esta situación y entiendo tu preocupación.

Actualmente tienes un retiro pendiente en proceso. Ten en cuenta que los pagos se procesan según los límites de tu nivel VIP actual, cuyas condiciones puedes consultar en nuestros Términos y Condiciones (puntos 6.11 y 6.15).

Quedo a tu total disposición por si tienes cualquier otra duda. Que tengas un excelente día!

UPDATE: The casino is now citing section 6.12 to justify the downgrade. They explicitly state that my VIP status is lowered because of the 'ratio of deposits and withdrawals'. In other words, they are punishing me for winning and trying to withdraw my funds. They also claim status is lowered after 1 month of inactivity, yet it has only been 24 days since my win. This is a predatory and inconsistent application of their terms to obstruct the payment of 27,000€. I request Casino Guru to evaluate this as a clear act of bad faith."

UPDATE: My VIP manager Gabriela has now stated by email that VIP levels 'cannot be modified manually'. However, last night agent Augusto told me that 'my main manager can escalate it properly'. This is a direct contradiction between two RichRoyal employees. I am providing both communications as evidence of misleading information. Please investigate this inconsistency."

Dear Verónica,

I need to add a critical update to my case. I am exhausted and deeply frustrated by this situation, and I need Casino Guru's urgent intervention.

The casino has downgraded my VIP level from 3 to 1, limiting my withdrawals to 500€ every 3 days. At this rate, it would take me over 6 months to recover my remaining 27,000€. This is completely unacceptable.

Furthermore, this downgrade is based on alleged 'inactivity', but my account was blocked by the casino itself for 20 days during their own verification process. I cannot be penalized for inactivity that the casino itself caused.

I am also providing evidence of direct contradictions between casino staff: agent Augusto told me my VIP manager could escalate the level issue, while Gabriela later stated by email that the level 'cannot be modified manually by anyone'. Both communications are available as proof.

For these reasons, I am not simply asking to restore my VIP 3 level. I am formally requesting that Casino Guru requires the casino to establish a fixed payment schedule that guarantees the full recovery of my remaining 27,000€ within a reasonable timeframe, regardless of VIP level.

I have personal circumstances that make it impossible for me to wait 6+ months to receive money that is rightfully mine. I urge Casino Guru to intervene urgently.

Regards,Oscar R. G.

UPDATE: After sending my formal complaint about the VIP downgrade, my VIP manager Gabriela has now confirmed she escalated the issue to the relevant department. Their response was that 'the VIP level cannot be changed manually'. This confirms that the casino has no intention of facilitating the payment of my 27,000€ in a reasonable timeframe. I formally request Casino Guru to intervene and require the casino to establish a fixed payment schedule to recover my full balance."

UPDATE: The 500€ withdrawal requested on 20/05/2026 at 11:52 has been stuck at step 2 'Under Review' for over 72 hours. Previous withdrawals of 3,000€ were processed in under 48 hours. There is no justification for this delay. I am attaching proof. This is a deliberate obstruction of payment."

Dear Toro27

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

I would like to add an important point to this complaint.I previously requested an official transaction statement (full history of deposits and withdrawals) from Rich Royal Casino through the live chat with agent Gabriela. She acknowledged the request and said it would take some time — but I have never received this document.This document is essential for tax compliance purposes in my country (Spain). I need to be able to demonstrate to the tax authorities the exact amounts deposited versus withdrawn, and without an official statement from the casino, I cannot do so.I kindly ask the casino to provide this document as a matter of urgency. If they are unable or unwilling to do so, I would appreciate Michal's assistance in obtaining it as part of this complaint

Hello Toro27,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just to be sure I understand it correctly, you are now receiving the withdrawals, correct?

As per the VIP level status, I understand your dissatisfaction with the downgrade; however, if the requirements for the VIP level are not fulfilled, the casino is fully entitled to downgrade the VIP level of any player in accordance with Rule 6.12

6.12 The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

I fully understand that you consider the current withdrawal limit to be insufficient. However, based on the available information, the applied limit appears to be in line with the withdrawal limits specified in the casino’s terms and conditions, which you accepted upon registering your account.

Regarding your request for an official transaction statement (full history of deposits and withdrawals) from Rich Royal Casino, I would recommend submitting the request via email, as this is generally the preferred and most appropriate method for such requests.

The casino should provide the requested documentation within a reasonable timeframe. If the information is not provided without justified delay, this could potentially constitute a breach of applicable GDPR obligations, in which case you may consider reporting the matter to the relevant data protection authority in your country.

Could you kindly confirm the total amount of your winnings that you have received so far, as well as the remaining balance?

Dear Michal,Thank you for your message. I will try to answer your questions as best I can.Regarding withdrawals received: I have received 3 withdrawals of €1,000 each, totalling €3,000. My current balance in the casino is €26,038.30, plus a withdrawal of €500 requested on May 23 which is still pending after 5 days with no explanation.This is actually one of my main concerns: the processing times are completely inconsistent. Some withdrawals are processed in 2-3 days, others take 4-5 days or more, with no clear justification. My account is fully verified, so there is no reason for these delays.Regarding the total deposits: I do not have access to a full deposit breakdown from my profile — the casino's history section only shows game activity, not payment transactions. This is precisely why I need the official transaction statement I requested. Without it, I cannot confirm the exact total deposited.Regarding the withdrawal limit: I understand the casino's position on the VIP level. However, at €500 every 3 days, recovering my balance of over €26,000 would take more than 5 months. I kindly ask that Casino Guru request a more reasonable payment schedule from the casino.Thank you for your assistance.Best regards,Oscar

Dear Michal,I apologise for my previous message — I need to correct the figures I provided.Regarding withdrawals received: I have received a total of €6,500 — two groups of three withdrawals of €1,000 each (€3,000 + €3,000), plus one withdrawal of €500. There is currently one withdrawal of €500 requested on 23/05/2026 still showing as "Processing" after 5 days with no explanation.This inconsistency concerns me: some withdrawals are processed in 2-3 days, others take 4-5 days or more with no justification, even though my account is fully verified.Regarding the total deposits: I do not have access to a full deposit breakdown from my profile — the casino's history only shows game activity, not payment transactions. This is precisely why I need the official transaction statement I requested.Regarding the withdrawal limit: I understand the casino's position on the VIP level. However, at €500 every 3 days, recovering my current balance of €26,538.30 would take more than 5 months. I kindly ask that Casino Guru request a more reasonable payment schedule from the casino.Thank you for your assistance.Best regards,Oscar

Dear Michal,Regarding the transaction statement: I would like to clarify that I have already requested this document both through the live chat (agent Gabriela) and by email. In both cases, I received no response. The document has never been provided.I mention this because your previous message suggested requesting it by email — but I have already done so without any result.Best regards,Oscar

Dear Toro27,

Thank you for your response and for the additional clarification.

As previously mentioned, I fully understand your concerns regarding the current withdrawal limit and why you may consider it insufficient. However, based on the information currently available, the applied limit appears to be consistent with the withdrawal limits outlined in the casino’s Terms and Conditions, which were accepted upon registration of your account.

I can certainly ask the casino to consider increasing the withdrawal limit in your case. Please note, however, that such a decision remains entirely at the casino’s discretion, and they are under no formal obligation to grant such a request. This being said, it is naturally expected the withdrawals are processed within the advertised timeframe.

Regarding your request for transaction history and personal data, the casino, like any other entity handling personal data, should provide the requested information within a reasonable timeframe. To the best of my knowledge, applicable data protection standards generally require that such requests be fulfilled without undue delay and within one calendar month from the date the request is received.

I was able to find this on the internet.

What to do if they miss the deadline

In Spain, the national supervisory authority is the Agencia Española de Protección de Datos (AEPD). If the company fails to respond within the one-month limit (or three months if they properly notified you of an extension), you can file a formal complaint through the AEPD Online Portal.

You can find more information for example here Know your rights | AEPD

I trust the casino will provide you the requested data at their earliest convenience.

We would like to extend an invitation to Rich Royal Casino to participate in this discussion.

Dear Rich Royal Casino,

I am contacting you on behalf of your customer regarding the ongoing concerns related to withdrawal processing and the provision of requested documentation.

Based on the information currently available, the withdrawal limits applied to the player’s account appear to be consistent with the limits set out in your Terms and Conditions. However, the player has raised concerns that the associated withdrawal processing timeframes are not being consistently adhered to in practice.

Given the relatively high amount of the player’s accumulated winnings, I believe these concerns are understandable. Prolonged payout periods may reasonably create uncertainty for the player, particularly where withdrawals are expected to be processed within the timelines communicated by the casino.

In light of the above, I would kindly ask you to review the current withdrawal arrangement applied to the player’s account and consider whether an increased withdrawal limit or an alternative payout arrangement may be appropriate under the circumstances. Furthermore, I ask that all pending and future withdrawal requests be processed in accordance with the timeframes stated in your applicable policies and Terms and Conditions.

Additionally, please provide an update regarding the player’s request for the relevant evidence and documentation, including the anticipated timeframe for its delivery.

I look forward to your response.

Dear Michal,One more point I would like to add regarding the pending withdrawal of €500 (requested on 23/05/2026):The casino states in their terms that weekends are not counted as processing days. However, the previous withdrawal I requested on Wednesday 20/05/2026 was processed and received on Saturday 23/05/2026 — a weekend day. This demonstrates that the casino is capable of processing withdrawals on weekends when they choose to do so.I find it inconsistent that the casino applies this rule selectively. My current withdrawal has now been pending for over 5 days with no justification.Best regards,Oscar

I would like to inform Michal that the withdrawal of €500 requested on May 23, 2026 has still not been processed as of today, May 29 — that is 6 days, or 5 full business days, with no payment and no explanation.This clearly exceeds the casino's own stated processing times, even excluding the weekend. My account is fully verified and there is no justification for this delay.I consider this to be a deliberate attempt to obstruct payments, coinciding precisely with the opening of this complaint. I kindly ask that this be taken into account when evaluating the casino's conduct.

Dear Michal,To answer your questions: yes, I am receiving withdrawals, but they are limited to €500 every 3 days due to the VIP downgrade.In total, I have received €6,500 so far. The remaining balance in my account is €26,038.30, plus a €500 withdrawal requested on May 23rd that is still pending and has not been processed — now 6 days later with no explanation.Regarding the transaction statement, I am unable to provide an exact breakdown of deposits vs. withdrawals as I do not have access to an official statement from the casino. This is precisely why I have requested this document — which the casino has still not provided despite my repeated requests.I kindly ask you to take into account that at the current rate of €500 every 3 days, it would take over 6 months to recover the remaining €26,500. This is not a reasonable timeframe for funds that are rightfully mine.Best regards,Oscar

Dear Michal,

I am writing to you urgently because the situation has worsened significantly.

The €500 withdrawal requested on May 23rd remains unprocessed as of today, May 30th — which is 7 calendar days and 6 business days late, far exceeding the timeframes set out in the casino's own Terms and Conditions.

I believe this block is deliberate and in bad faith, as it coincides exactly with the filing of this complaint. The casino has demonstrated in the past that it can process withdrawals on weekends (the withdrawal from May 20th was received on Saturday, May 23rd), so there is no technical justification for this delay.

I formally request that you intervene immediately and demand that the casino process this pending withdrawal without further delay, and that it guarantee that subsequent withdrawals are processed within the legally established timeframes.

I can't wait any longer while the casino unfairly blocks my funds.

Sincerely,

Oscar

Estimado Michal,

Me dirijo a usted con urgencia porque la situación ha empeorado significativamente.

El retiro de €500 solicitado el 23 de mayo sigue sin procesarse a día de hoy, 30 de mayo — lo que supone 7 días naturales y 6 días hábiles de retraso, superando ampliamente los plazos establecidos en los propios Términos y Condiciones del casino.

Considero que este bloqueo es deliberado y de mala fe, ya que coincide exactamente con la apertura de esta queja. El casino ha demostrado en el pasado que puede procesar retiros en fin de semana (el retiro del 20 de mayo fue recibido el sábado 23 de mayo), por lo que no existe justificación técnica para este retraso.

Le solicito formalmente que intervenga de inmediato y exija al casino que procese este retiro pendiente sin más dilación, así como que garantice que los siguientes retiros se procesen en los plazos legales establecidos.

No puedo seguir esperando mientras el casino bloquea mis fondos de forma injustificada.

Atentamente,

Oscar

Dear Michal,

I want to inform you of a new incident that reinforces my complaint of bad faith actions on the part of the casino.

Today, Saturday, May 30th, at 3:23 PM, I received an email from Rich Royal Casino. However, instead of responding to my formal request for a transaction statement or processing the €500 withdrawal that has been pending since May 23rd (now 7 days overdue), the casino sent me a message that simply says "Account already is verified"—a completely irrelevant response that bears no relation to my pending requests.

This proves the casino is still operating and reading my emails, but is deliberately avoiding addressing my legitimate complaints. My withdrawal remains unprocessed, and my transaction statement has still not been delivered.

Sincerely,

Oscar

Estimado Michal,

Quiero informarle de una nueva incidencia que refuerza mi denuncia de actuación de mala fe por parte del casino.

Hoy sábado 30 de mayo, a las 15:23h, he recibido un email de Rich Royal Casino. Sin embargo, en lugar de responder a mi solicitud formal del extracto de transacciones o procesar el retiro de €500 pendiente desde el 23 de mayo (ahora con 7 días de retraso), el casino me ha enviado un mensaje que dice únicamente "Account already is verified" — una respuesta completamente fuera de contexto que no guarda ninguna relación con mis solicitudes pendientes.

Esto demuestra que el casino está activo hoy y lee sus emails, pero deliberadamente evita atender mis reclamaciones legítimas. El retiro sigue sin procesarse y el extracto de transacciones sigue sin entregarse.

Atentamente,

Oscar

Dear Michal,

I am attaching new proof obtained today, Saturday, May 30, through the casino's live chat.

When I inquired about the status of my €500 withdrawal request submitted on May 23rd, the Otis agent confirmed that the withdrawal is still pending and has been "forwarded to the finance department for urgent review." This represents a delay of 7 calendar days and 5 business days.

Most importantly, when I pointed out the delay, the agent literally replied that "we process payments 24/7." This directly contradicts the casino's argument that weekends don't count towards payment deadlines.

I have the full transcript of this conversation saved as evidence.

Sincerely,

Oscar

Estimado Michal,

Le adjunto una nueva prueba obtenida hoy mismo, sábado 30 de mayo, a través del chat en vivo del casino.

Al preguntar por el estado de mi retiro de €500 solicitado el 23 de mayo, el agente Otis me confirmó que el retiro sigue pendiente y que lo han "reenviado al departamento financiero para revisión urgente". Esto son 7 días naturales y 5 días hábiles de retraso.

Lo más relevante: cuando le señalé el retraso, el agente respondió literalmente que "procesamos pagos 24/7". Esto contradice directamente el argumento del casino de que los fines de semana no cuentan para el cómputo de plazos.

Tengo la transcripción completa de esta conversación guardada como prueba.

Atentamente,

Oscar

I want to inform Michal that as of today, Sunday, May 31, 2026, the €500 withdrawal requested on May 23 has still not been processed. Eight days have passed since the request, with no payment or explanation from the casino.

For context, previous withdrawals were processed without any issues and very quickly: the two €3,000 withdrawals and the €500 withdrawal requested on May 20th were credited in less than 48 hours, including the weekend. Specifically, the May 20th withdrawal was processed and the credit arrived on Saturday, May 24th. This demonstrates that the casino is perfectly capable of processing payments on weekends when it chooses to do so.

However, the current €500 withdrawal requested on May 23rd has been stalled for eight days without explanation. The casino remains active, as evidenced by the chat transcript with agent Otis and the verification email received on a Saturday.

I request that this systematic obstruction, which coincides precisely with the opening of this complaint, be taken into account when evaluating the casino's conduct.

All the best,

Oscar

Quiero informar a Michal de que a día de hoy, domingo 31 de mayo de 2026, el retiro de 500€ solicitado el 23 de mayo sigue sin procesarse. Han pasado ya 8 días desde la solicitud, sin ningún pago ni explicación por parte del casino.

Para contexto, los retiros anteriores se procesaron con total normalidad y en plazos muy cortos: los dos retiros de 3.000€ y el retiro de 500€ solicitado el 20 de mayo fueron ingresados en menos de 48 horas, incluyendo el fin de semana. Concretamente, el retiro del 20 de mayo se procesó y el ingreso llegó el sábado 24 de mayo. Esto demuestra que el casino es perfectamente capaz de procesar pagos en fin de semana cuando así lo decide.

Sin embargo, el retiro actual de 500€ solicitado el 23 de mayo lleva 8 días paralizado sin ninguna explicación. El casino sigue activo, tal y como demuestran la transcripción del chat con el agente Otis y el email de verificación recibido un sábado.

Solicito que esta obstrucción sistemática, que coincide precisamente con la apertura de esta queja, sea tenida en cuenta a la hora de evaluar la conducta del casino.

Un saludo,

Oscar

Dear Michal,

I would like to add further evidence to this case. While my withdrawal of €500 requested on May 23rd remains blocked and under review for 9 days now, Rich Royal Casino has continued to send me promotional emails actively encouraging me to deposit and play. Specifically:

- May 23rd (same day as my withdrawal request): promotional email received- May 25th: "Your exclusive invitation is ready 💎"- May 27th: "99 reasons to play"- May 31st (today): "Last chance of May"

This demonstrates that the casino's systems are fully operational and that my account is active — making the claim of any technical issue implausible. The casino is able to contact me for commercial purposes but unable to process my withdrawal.

Thank you for your continued assistance."

Dear Michal,

I am writing to provide an update and add evidence to my complaint regarding my pending withdrawals.

This morning, Monday June 1st 2026, I contacted Rich Royal Casino via live chat at 10:07 CEST. Below is a summary of the conversation with agent Michael:

— I informed Michael that my €500 withdrawal requested on May 23rd has been pending for 9 days with no explanation, and mentioned my active Casino Guru complaint (ID 210618).

— Michael's response (10:08): "We always aim to process withdrawals within 96 hours, however in some cases the timeframe may be extended due to high volume of requests and additional internal checks by the finance department. Your withdrawal request is in good standing."

— I asked for a specific confirmed processing date.

— Michael's response (10:10): "We are currently overloaded with withdrawal requests. Please be patient, you'll get the withdrawal as soon as possible." He added he would make a request to speed up the withdrawal.

— I stated that 'as soon as possible' is not acceptable after 9 days and demanded a specific date, warning I would update this complaint if no confirmed date or payment was received.

— Michael's final response (10:15): "I assure you our team is doing its best to process the payments. I have already made a request to speed up your withdrawal request." No specific date was ever provided.

In summary: after 9 days of waiting, the casino's live chat agent was unable to provide any specific processing date or concrete explanation for the delay. The only responses given were generic assurances about high volume and internal checks.

This is consistent with the pattern I have described throughout this complaint: withdrawals are being systematically delayed without explanation while the casino continues to operate normally and send promotional emails encouraging further deposits.

I kindly ask you to take this conversation into account as additional evidence of the casino's failure to process withdrawals in a timely and transparent manner.

Best regards,Oscar"

Dear Toro27,

Thank you for reaching out to us.

We would like to acknowledge your concerns. After reviewing your case, we would like to provide you with some clear information regarding your withdrawal limits and VIP level status.

Additionally, please note that we have not been able to find any previous email from you requesting a data report. Kindly send us an email requesting it again, as we require it in order to proceed with this specific inquiry.

Please note the following points from our General Terms and Conditions, which you accepted when creating your account on our website:

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

 - Your current status (Level 1) allows you to withdraw up to 500 EUR every 24 hours up to a maximum of 3 active withdrawal requests. -

6.12 The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

6.15 Requests to withdraw funds are worked through by the financial department within 96 business hours after the request is made and/or 96 business hours after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility. 

We are also writing to inform you that we have submitted and forwarded your pending withdrawal request to the appropriate department for further review.

We sincerely appreciate your patience, cooperation, and understanding during this process.

 

Yours sincerely,

RichRoyal Team

Good afternoon. I want to report new incidents that occurred this morning, June 3, 2026, which demonstrate that the casino continues to violate its own Terms and Conditions.1. Illegal blocking of a third withdrawal (today, 09:10h)According to clause 6.13 of their own T&Cs, any customer can have up to 3 pending withdrawals simultaneously, regardless of VIP level. This morning, with only 2 pending withdrawals, I attempted to request a third withdrawal of €500 and the system displayed the message: "Withdrawal limit has been reached". I am attaching a screenshot

with date and time as proof.This is not an isolated incident — this same block has been occurring for weeks, preventing me from withdrawing my balance at the pace allowed by their own rules.2. Withdrawal from May 23rd finally processed after 11 daysThe withdrawal requested on May 23rd was finally processed this morning (June 3, 09:11h), after 11 days of waiting. Their T&Cs (clause 6.15) establish a maximum processing time of 96 business hours. This withdrawal far exceeded that limit.Current situation:- 2 withdrawals of €500 still pending (requested June 2nd and June 3rd)- Balance of €25,038.30 that I cannot withdraw normally due to the systematic blocks described above- The 3-simultaneous-withdrawal limit (clause 6.13) is being actively violated by the casino's own system in real timeImportant note: I kindly request that this complaint remains open until all my pending withdrawals have been fully processed and received. The issue is not yet resolved — I still have €25,038.30 blocked and a pattern of systematic violations of the casino's own Terms and Conditions. Closing the complaint at this stage would leave me without recourse while the problem persists.I am attaching screenshots of all of the above as evidence.

Dear Casino Guru team,

I would like to update my complaint with some positive news: the casino has finally sent me the complete transaction report (Data Report) that I had been requesting.

Although I previously requested this through the live chat without success, I acknowledge that after formalizing the process, they have fulfilled this specific request. I appreciate this gesture of transparency on their part.

However, I am still waiting for my pending withdrawals (€1,500 in total, divided into three €500 requests) to be processed. I hope that this delivery of the report is a sign that the rest of the payments will be handled with the same diligence.

Thank you for your mediation.

Thank you all for your responses.

Dear RichRoyal Team,

To help us gain a complete understanding of the situation, I would appreciate some additional clarification.

The player indicates that the withdrawal requested on May 23 was ultimately processed only on June 3. Could you please explain this rather significant delay and provide some context regarding the processing period in relation to the timeframe referenced in Clause 6.15 of your Terms and Conditions?

The player has also raised concerns regarding the number of active withdrawal requests permitted on their account. According to the information provided, they were unable to submit what they believed should have been a permitted withdrawal request and received a "Withdrawal limit has been reached" notification while having only two pending withdrawals. Could you please clarify how the withdrawal limits currently apply to this particular account and explain the circumstances under which this message was displayed?

Additionally, it would be helpful to understand whether there are any outstanding requirements, restrictions, or actions that must be completed before the player can receive their winnings in accordance with the withdrawal amounts and processing timeframes outlined in your Terms and Conditions.

In particular, please clarify what needs to happen for the player to receive their winnings within the limits and timeframes specified in your Terms and Conditions.

I look forward to your timely response.

Dear Michal,

I am writing to you because I have reached my physical and mental limit with this case. I need a definitive solution now; I cannot continue this fight.

constant for my own money.

I would like to present these objective facts so that you can see the magnitude of the casino's lack of willingness:

1. Background of efficiency vs. current delay: • After overcoming a very long initial verification process, on May 18th at 7:39 AM (according to the casino's official report), I received the first €1,000. • That same day, just 3 minutes later (at 7:42 AM), I requested the following withdrawals. • The casino was able to process and pay me these second withdrawals on May 20th. That is, in less than 48 hours. 2. Transparency and honesty on my part: As I have demonstrated in this thread, I was the first to report positively when I received €500 last Saturday, June 3rd (even though that payment arrived 11 days late). I acknowledge the casino's steps, but I cannot ignore their lies. 3. False excuses about weekends: The casino says it doesn't work Saturdays or Sundays, but the payment from the 3rd arrived on a Saturday. On Friday night my status was still "under review", which proves that if they want, they can process payments over the weekend.4.Current situation unsustainable: Being VIP 1, today is Friday, June 5th and, having requested €500 on the 2nd, the 3rd and the 4th, I still haven't received anything.

If they have the capacity to pay out €3,000 in 48 hours and process payments on a Saturday, there's no real reason for these €500 withdrawals to remain blocked. It's a deliberate pressure tactic. Michal, I appreciate your mediation, but I can no longer tolerate this systematic mistreatment from Rich Royal. I need to withdraw my balance immediately. I've also attached the following.

The screenshots of the current status, May 5th at 10:24 PM in Spain, along with the screenshot I took from my bank statement regarding the payment on Saturday, May 23rd, are attached as proof. Finally, the screenshot from the casino explains why I can only request two €500 withdrawals, not three. To conclude my complaint, when I requested the first €3,000 as a VIP 3 member, the casino told me that I could request another €3,000 within 24 hours of requesting those withdrawals. This never happened, and I assumed they had given me incorrect information. That was the beginning of my ordeal. However, I cleverly chatted with them again, and they told me the same thing: I could request another €3,000 withdrawal every 24 hours, regardless of whether the requested withdrawals had been released. On many other occasions, and if you need a transcript of the chats, please ask without hesitation, they have always told me that the withdrawals are processed... 24/7, which isn't actually the case... except for Saturday, May 23rd, mentioned earlier. Again, my sincerest thanks to Míchel and my apologies for my very long posts.

Estimado Michal,

Le escribo porque he llegado a mi límite de resistencia física y mental con este caso. Necesito una solución definitiva ya; no puedo seguir en esta lucha

constante por mi propio dinero.

Quisiera exponer estos hechos objetivos para que vea la magnitud de la falta de voluntad del casino:

1.Antecedente de eficiencia vs. retraso actual:•Tras superar un larguísimo proceso de verificación inicial, el 18 de mayo a las 07:39h (según el reporte oficial del casino), recibí los primeros 1.000€.•Ese mismo día, apenas 3 minutos después (a las 07:42h), solicité los siguientes retiros.•El casino fue capaz de procesar y pagarme esos segundos retiros el 20 de mayo. Es decir, en menos de 48 horas.2.Transparencia y honestidad por mi parte: Como he demostrado en este hilo, fui el primero en informar positivamente cuando recibí 500€ el pasado sábado 3 de junio (a pesar de que ese pago llegó con 11 días de retraso). Reconozco los pasos del casino, pero no puedo ignorar sus mentiras.3.Falsas excusas sobre fines de semana: El casino dice que no trabaja sábados ni domingos, pero el pago del día 3 me llegó un sábado. El viernes por la noche mi estado seguía "en revisión", lo que prueba que si quieren, pueden tramitar pagos el fin de semana.4.Situación actual insostenible: Siendo VIP 1, hoy es viernes 5 de junio y, habiendo solicitado 500€ el día 2, el día 3 y el día 4, sigo sin recibir nada.

Si tienen capacidad para pagar 3.000€ en 48 horas y para procesar pagos un sábado, no hay ninguna razón real para que estos retiros de 500€ sigan bloqueados. Es una medida de presión deliberada. Michal, le agradezco su mediación, pero ya no aguanto más esta situación de maltrato sistemático por parte de Rich Royal. Necesito cobrar mi saldo de una vez.Igualmente le adjunto

las capturas de pantalla del estado en este momento día 5 a las 22:24h de la noche en España al igual que le adjunto como prueba la captura que en su día hice de mi banco en relación al cobro del sábado día 23 de Mayo…y por último la captura de pantalla del casino justificando como hago con todo de no poder solicitar 3 retiros de 500€ tan solo 2…..y con esto termino antes de mi queja cuando solicite siendo vip3 los primeros 3000€ el propio casino me comunicó que a las 24h de solicitar dichos retiros podría volver a solicitar otros 3000 algo que nunca ocurrió pensando que como humanos me habían dado mal la información ese fue el inicio de mi infierno.Pero con astucia volví a chatear con ellos y volvieron a decirme lo mismo cada 24 h podía volver a solicitar retiro independientemente de que se hubiera hecho o no la liberación de los retiros solicitados y en otras muchas ocasiones y si necesita la transcripción de los chat me lo pide sin problema alguno siempre me han dicho que los retiros se gestiones las 24/7 algo que tampoco es así….salvo el sábado 23 de mayo mencionado anteriormente.De nuevo darle Míchel mis más sinceras gracias y pedirle disculpas por mis hilos tan extensos.

I am informing you of a breaking news development that demonstrates the lack of honesty of Rich Royal Casino.

Despite the casino's claim that it doesn't process payments on weekends, I just received a €500 deposit today, Saturday, June 6th, at 2:04 PM (bank statement attached). This is the second time I've received money on a Saturday, which completely invalidates their excuse about non-working days for justifying their delays.

Immediately after receiving this payment, I proceeded to request a new withdrawal to maintain the maximum of 3 pending requests allowed by clause 6.13 of their own terms (I have attached a screenshot of my current status with the 3 active withdrawals).

This confirms two critical points: 1. The casino is lying about its processes: They have the capacity to pay out on weekends but use this as an excuse to delay the withdrawal process. 2. Massive outstanding balance: Despite this trickle of €500, my remaining balance is still over €25,000. At this rate of one payment every 4-10 days, it would take the casino months to settle its debt, which is unacceptable for a player of my level.

Michal, I appreciate you demanding a serious and accelerated payment plan from the casino on Monday (like the one they already proved capable of fulfilling in May with €3,000 in 48 hours) to settle my total balance.

Thank you very much for your attention.

Le informo de una novedad de última hora que demuestra la falta de honestidad de Rich Royal Casino.

A pesar de que el casino sostiene que no procesa pagos los fines de semana, acabo de recibir un abono de 500€ hoy sábado 6 de junio a las 14:04h (adjunto captura del banco). Es la segunda vez que recibo dinero en sábado, lo que invalida totalmente su excusa sobre los días no laborables para justificar sus retrasos.

Inmediatamente después de recibir este pago, he procedido a solicitar un nuevo retiro para mantener el máximo de 3 solicitudes pendientes permitidas por la cláusula 6.13 de sus propios términos (adjunto captura de mi estado actual con los 3 retiros activos).

Esto confirma dos puntos críticos:1.El casino miente sobre sus procesos: Tienen capacidad de pagar en fin de semana pero lo usan como excusa para dilatar el proceso de cobro.2.Saldo pendiente masivo: A pesar de este goteo de 500€, mi saldo restante sigue siendo superior a 25.000€. A este ritmo de un pago cada 4-10 días, el casino tardaría meses en cumplir con su deuda, lo cual es inaceptable para un jugador de mi nivel.

Michal, le agradezco que el lunes exija al casino un plan de pagos serio y acelerado (como el que ya demostraron ser capaces de cumplir en mayo con 3.000€ en 48 horas) para liquidar mi saldo total.

Muchas gracias por su atención

Michel, I realized later that I had sent the screenshots of the three previous withdrawals, and in this thread I'm sending you the one I actually wanted to justify. Please excuse the error, but the fact is that everything is justified from my perspective. As a player, I have complete faith in you all; in fact, you've proven that to me, and I trust that this will have a prompt and REAL resolution.

Míchel me he dado cuenta después he enviado la captura de los tres retiros pasados y en este hilo le envío el que realmente quería justificar igualmente disculpe el error pero el caso es que por mi parte está todo justificado.Confío como jugador plenamente en ustedes de hecho así me lo han demostrado y confío que esto tenga ya un pronta resolución REAL.

You

I am reporting a final important update. Finally, today, Monday, at 3:23 AM, the system allowed me to request the third withdrawal of €500 (screenshot attached).

I want to emphasize that I tried to make this withdrawal all day Sunday (after receiving my morning payment), but the system remained blocked with the "limit reached" message until early this morning. It's clear the casino unlocks requests at odd hours in Spain to buy time and deliberately delay the process.

I appreciate that payments are being processed, but this "drip" of €500 under overnight blocks remains unacceptable for a debt exceeding €24,000. Since they have demonstrated that they operate and pay on Saturdays and Sundays, I urge you to require them to keep the system open and process withdrawals on a truly daily basis to avoid prolonging the payment process indefinitely.

Thank you again for your steadfastness.

Le

informo de una última actualización importante. Finalmente, hoy lunes a las 03:23 AM, el sistema me ha permitido realizar la solicitud del tercer retiro de 500€ (adjunto captura).

Quiero resaltar que he intentado realizar este retiro durante todo el domingo (tras recibir el pago de la mañana), pero el sistema permaneció bloqueado con el mensaje de "límite alcanzado" hasta esta madrugada. Es evidente que el casino desbloquea las solicitudes a horas intempestivas en España para ganar tiempo y retrasar el proceso deliberadamente.

Agradezco que los pagos se estén moviendo, pero este "goteo" de 500€ bajo bloqueos nocturnos sigue siendo inaceptable para una deuda de más de 24.000€. Puesto que han demostrado que operan y pagan en sábado y domingo, ruego que se les exija mantener el sistema abierto y procesar los retiros con una frecuencia diaria real para no eternizar el cobro.

Muchas gracias de nuevo por su firmeza.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I want to report several relevant updates regarding the complaint:

Firstly, the casino processed payments on Saturday, June 7th and Sunday, June 8th (€500 each day), which proves that they do work on weekends, contradicting their argument that non-working days justify the delays.

Secondly, I was finally able to request a third simultaneous withdrawal on June 9th at 02:

11h, which confirms that the block I reported was unjustified and contrary to clause 6.13. For weeks the system prevented me from exercising that right without any valid justification.

Attached are screenshots of the withdrawal requests from Saturday the 7th and Sunday the 8th as proof of weekend processing, and a screenshot of the third withdrawal requested on June 9th at 02:11h."

Quiero informar de varias novedades relevantes para la queja:

En primer lugar, el casino procesó pagos el sábado 7 y el domingo 8 de junio (500€ cada día), lo que demuestra que sí trabajan en fin de semana, contradiciendo su argumento de que los días no hábiles justifican los retrasos.

En segundo lugar, finalmente pude solicitar un tercer retiro simultáneo el 9 de junio a las 02:

11h, lo que confirma que el bloqueo que denuncié era injustificado y contrario a la cláusula 6.13. Durante semanas el sistema me impidió ejercer ese derecho sin ninguna justificación válida.

Adjunto capturas de las solicitudes de retiro del sábado 7 y domingo 8 como prueba del procesamiento en fin de semana, y captura del tercer retiro solicitado el 9 de junio a las 02:11h."

I want to add a relevant piece of information so that the mediator has the complete picture of the situation.

With the withdrawal limit set for my VIP level (€500 per transaction, €7,000 monthly) and the current payment rate, it would take me approximately 3 or 4 months to collect the remaining balance of €23,038, provided the casino meets its own deadlines without further delays.

Given the blockages and delays already documented in this complaint, I respectfully request that you assess whether this payment schedule is reasonable for a customer who has no outstanding bonuses and whose money is entirely real.

Quiero añadir un dato relevante para que el mediador tenga la imagen completa de la situación.

Con el límite de retirada establecido para mi nivel VIP (500€ por transacción, 7.000€ mensuales) y el ritmo de pagos actual, me llevaría aproximadamente 3 o 4 meses cobrar el saldo restante de 23.038€, siempre que el casino cumpla sus propios plazos sin más retrasos.

Teniendo en cuenta los bloqueos y retrasos ya documentados en esta queja, solicito respetuosamente que se valore si este ritmo de pago es razonable para un cliente que no tiene ningún bonus pendiente y cuyo dinero es íntegramente real.

I want to apologize for an error in my previous message, where I incorrectly stated the days of the week. The correct information is: the casino processed one payment on Saturday, June 6th, another on Sunday, June 7th, and another on Monday, June 8th, which clearly demonstrates that the casino does operate on weekends and holidays, contradicting your argument about non-business days.

Furthermore, I want to inform you that I was finally able to request a third simultaneous withdrawal on Tuesday, June 9th at 02:11h, confirming that the block I reported for weeks was unjustified and contrary to clause 6.13.

I currently have three pending withdrawals: requested on Sunday, June 7th, Monday, June 8th, and Tuesday, June 9th (€500 each = €1,500). My remaining balance in the casino is €23,038.30. Total amount pending withdrawal: €24,538.30.

Today, June 10th, I contacted casino support. Agent Lara confirmed that the withdrawal from the 7th is still being processed, justifying the delay with a 'high workload', without giving any specific date. I reminded her that today marks the end of the 96-hour maximum allowed time stipulated in their terms and conditions.

Please note that the casino continues to miss its own deadlines even with this complaint open.

Quiero disculparme por un error en mi mensaje anterior, donde indiqué incorrectamente los días de la semana. Los datos correctos son: el casino procesó un pago el sábado 6 de junio, otro el domingo 7 y otro el lunes 8, lo que demuestra claramente que el casino sí trabaja en fin de semana y días festivos, contradiciendo su argumento sobre días no hábiles.

Además, quiero informar de que finalmente pude solicitar un tercer retiro simultáneo el martes 9 de junio a las 02:11h, confirmando que el bloqueo que denuncié durante semanas era injustificado y contrario a la cláusula 6.13.

Actualmente tengo tres retiros pendientes: solicitados el domingo 7, el lunes 8 y el martes 9 de junio (500€ cada uno = 1.500€). El saldo restante en el casino es de 23.038,30€. Total pendiente de cobro: 24.538,30€.

Hoy 10 de junio contacté con el soporte del casino. La agente Lara confirmó que el retiro del día 7 sigue en proceso, justificando el retraso con 'alto volumen de trabajo', sin dar ninguna fecha concreta. Le recordé que hoy se cumplen las 96 horas máximas establecidas en sus condiciones.

Ruego que se tome nota de que el casino sigue sin cumplir sus propios plazos incluso con esta reclamación abierta.

Dear Toro27,

Thank you for the updates.

I understand your dissatisfaction with the pace of the withdrawal process, and I fully acknowledge your desire to receive your winnings as quickly as possible. Naturally, most players would prefer to have their withdrawals processed on the same day or, ideally, immediately.

However, several factors can significantly influence withdrawal processing times. These may include the requirements imposed by the applicable licensing authority, the player's geolocation, the casino's contractual arrangements with payment providers, banking restrictions, and the various verification, anti-fraud, and security procedures that operators are required to perform and adhere to. In addition, the volume of withdrawal requests being processed at any given time may also affect the timeframe within which payments can be completed.

It is also important to bear in mind that you are not the only player awaiting a withdrawal. Since the casino has thousands of customers they may process hundreds or even maybe thousands of customer transactions, and they are required to balance their operational capacity with their regulatory obligations to ensure that all requests are handled appropriately, consistently, and with the least possible disruption to their customer base as a whole.

While I, of course, cannot comment on the casino's behalf, I note your observation that you have received payments during weekends. However, this does not necessarily mean that the casino's finance department operates during weekends. It is entirely possible that the withdrawals were reviewed and approved during normal business hours, while the subsequent transfer process between the relevant financial institutions continued independently and was completed outside of the standard working week.

That being said, I can certainly agree that the overall withdrawal process could, be more efficient and user-friendly. Nevertheless, operators are required to comply with specific regulatory requirements, internal controls, and payment procedures, all of which can inevitably influence the speed at which withdrawals are processed.

I remain hopeful that the casino will make every reasonable effort to process your outstanding withdrawal requests as promptly as possible, enabling you to receive your winnings in accordance with the applicable withdrawal limits and within a timeframe that is as close as reasonably practicable to those limits.

Dear RichRoyal Team,

We look forward to receiving your response and clarification regarding the points raised above at your earliest convenience.

Sure, I'll add it. Here's the final, complete message for Casino Guru:

Thank you, Michal, for your detailed explanation. I fully understand that there are external, regulatory, and volume-related factors that can influence processing times, and I accept that.

To be transparent, as I've always tried to be in this thread: today I received the withdrawal I requested on June 7th. I appreciate it and I'm mentioning it because I believe honesty is important in this process.

Having said that, and without intending to contradict what you have explained, I would like to state some specific facts:

On two occasions, withdrawals have taken between 7 and 11 days to process, far exceeding the maximum period of 96 hours that the casino itself establishes in its conditions.

On several occasions, when attempting to request a third simultaneous withdrawal, the system blocked me, indicating that I had reached the limit, even though, according to clause 6.13, I am entitled to have up to three pending withdrawals. This prevented me from exercising that right for days. Just yesterday, since the 96-hour deadline for the oldest withdrawal had passed, I contacted live chat to inquire about its status. The agent informed me that the department was experiencing a high volume of work and that they were processing requests in the order they were received. However, today I received that payment right within the 96-hour period, demonstrating that even under a heavy workload, the casino is capable of meeting its own maximum processing time. Therefore, it is difficult to justify the previous delays of 7 and 11 days with the same argument.

I've attached the chat conversation as proof:

Wed, 10 Jun 2026

Oscar: "Hello, I wanted to check on the status of the withdrawal I requested on June 7th. Today is the 10th and it still hasn't been processed. As you know, I have an open complaint with Casino Guru, so I would appreciate a clear answer on when it will be processed. Thank you."

*Lara: "Give me a moment, I'll check on that for you.

*Lara: "Thanks for your patience. I can see your withdrawal is still being processed. Withdrawals can take up to 96 hours, so we kindly ask you to wait a little longer while the process is completed.

Oscar: "Today marks 96 hours and there have already been several retreats that have far exceeded those 96 hours, please scale it up because we can't continue like this."

Lara: "Due to a high workload, our payments team is processing requests in the order they are received. Please allow some time — your cashout will be reviewed as soon as possible.

*Oscar: "Okay, thank you. Good morning."

*Regarding the geographical area you mention as a factor: I am a resident of Spain, and the payments I have received demonstrate that there is no geographical impediment to processing my withdrawals.

I continue to have confidence in your management. I simply ask that it be noted that the outstanding balance is approximately €24,000 and that, at this rate, the recovery process would take more than four months. Therefore, I reiterate my request for a payment schedule that the casino commits to adhering to.

Claro, lo añado. Aquí el mensaje completo final para Casino Guru:

Gracias Michal por su explicación detallada. Entiendo perfectamente que existen factores externos, regulatorios y de volumen que pueden influir en los tiempos de procesamiento, y lo acepto

Para ser transparente, como siempre he intentado serlo en este hilo: hoy he cobrado el retiro solicitado el día 7 de junio. Lo agradezco y lo indico porque creo que la honestidad es importante en este proceso.

Dicho esto, y sin ánimo de contradecir lo que usted ha explicado, sí me gustaría dejar constancia de algunos hechos concretos:

En dos ocasiones, retiros han tardado entre 7 y 11 días en procesarse, superando con creces el plazo máximo de 96 horas que el propio casino establece en sus condiciones

En varias ocasiones, al intentar solicitar un tercer retiro simultáneo, el sistema me bloqueaba indicando que había alcanzado el límite, cuando según la cláusula 6.13 tengo derecho a tener hasta 3 retiros pendientes. Esto me impedía ejercer ese derecho durante días. Precisamente ayer, dado que se cumplían las 96 horas del retiro más antiguo, contacté con el chat en vivo para preguntar por su estado. La agente me comunicó que el departamento tenía un alto volumen de trabajo y que procesaban por orden de llegada. Sin embargo, hoy he recibido ese pago justo dentro del plazo de 96 horas, lo que demuestra que incluso bajo alta carga de trabajo, el casino es capaz de cumplir su propio plazo máximo. Por ello resulta difícil justificar los retrasos anteriores de 7 y 11 días con el mismo argumento.

Adjunto la conversación del chat como comprobante:

Wed, 10 Jun 2026

Oscar: "Hola, quería consultar el estado del retiro solicitado el día 7 de junio. Hoy estamos a 10 y aún no se ha procesado. Como ya saben, tengo una reclamación abierta en Casino Guru, por lo que agradecería una respuesta clara sobre cuándo se hará efectivo. Gracias.

*Lara: "Give me a moment, I'll check on that for you.

*Lara: "Thanks for your patience. I can see your withdrawal is still being processed. Withdrawals can take up to 96 hours, so we kindly ask you to wait a little lo Fer while the process is completed.

Oscar: "Es que hoy cumplen las 96h y ya han habido varios retiros que han sobrepasado con creces esas 96h, por favor escálelo porque así no podemos seguir.

Lara: "Due to a high workload, our payments team is processing requests in the order they are received. Please allow some time — your cashout will be reviewed as soon as possible.

*Oscar: "De acuerdo, gracias. Buenos días."

*Sobre la zona geográfica que usted menciona como factor: soy residente en España, y los pagos que he recibido demuestran que no hay ningún impedimento geográfico para procesar mis retiros.

Sigo confiando en su gestión. Únicamente pido que quede constancia de que el saldo pendiente es aproximadamente de 24.000€ y que, a este ritmo, la recuperación se prolongaría más de 4 meses. Por ello reitero la solicitud de un calendario de pagos que el casino se comprometa a respetar.

Here is the full, revised message for Casino Guru:

---

*"Good afternoon Michal. I am writing to inform you of a new serious incident that occurred today, June 15, 2026.*"

The withdrawal requested on June 11, 2026 (transaction ID: 999846892, amount: €500) appears in my account as REJECTED. I have not received any communication by email or any other means explaining the reason for the rejection.

*When I contacted casino support today, agent Oscar told me that "the withdrawal has been canceled by the provider" and that "they cannot reactivate it." I was then transferred to agent Ada, who added that the rejection was caused by "the receiving bank" and recommended that I contact my bank or use a different payment method.*

There are two serious problems with this explanation:

First: no bank rejects deposits. A bank may reject outgoing payments, but it never blocks incoming money. That's simply not the case in the banking system. My account is unaffected.

Second: the casino's own terms and conditions state that withdrawals must be made using the same payment method used for deposits. Suggesting that I change my payment method now contradicts their own rules.

As a result of the rejection, the €500 has been returned to my real casino balance, where it remains held. I currently have three pending withdrawals, so the system does not allow me to request this withdrawal again until one of the current ones is processed.

*I have attached the full transcript of today's chat as proof:*

— Monday, June 15, 2026 —

*Oscar Roig: "Good morning. I am contacting you because the withdrawal I requested on June 11th (transaction ID: 999846892) appears in my account as REJECTED, without me having received any communication by email or any other means explaining the reason. Since I currently have 3 pending withdrawals and this rejection was generated by you without justification, I request that you reactivate said withdrawal immediately as an additional withdrawal, as the error is attributable to you and it should not count within my limit of 3 simultaneous withdrawals."*

*Agent Oscar: "The withdrawal has been canceled by the provider. We suggest that you contact your payment provider or try a different payment method."*

*Oscar Roig: "That's not possible. A bank never rejects an incoming payment, it can only reject outgoing payments. My bank hasn't blocked any incoming payments and I have no problems with my account. The rejection was generated by you, not by my payment provider. I request that you reactivate the withdrawal (ID: 999846892) immediately and explain the real reason for the rejection."*

*Agent Oscar: "I already did that. Reason - The withdrawal has been canceled by the provider. We can't reactivate your withdrawal request."*

*Agent Ada: "The withdrawal was canceled by the provider, ie, the recipient bank. This may happen if the transaction failed your bank's verification check. We don't have access to the bank's payment system, so we can't provide the exact reason. We recommend contacting your provider for clarification. If a withdrawal has been declined, we cannot reactivate it."*

*I await the inclusion of this new incident in the complaint and the demand for a genuine explanation from the casino and the reactivation of the rejected withdrawal.*

Aquí va el mensaje completo y revisado para Casino Guru:

---

*"Buenas tardes Michal. Le escribo para informarle de una nueva incidencia grave ocurrida hoy, 15 de junio de 2026.*

*El retiro solicitado el día 11 de junio de 2026 (ID de transacción: 999846892, importe: 500€) aparece en mi cuenta como RECHAZADO. No he recibido ninguna comunicación por email ni por ningún otro medio explicando el motivo del rechazo.*

*Al contactar hoy con el soporte del casino, el agente Oscar me respondió que "el retiro ha sido cancelado por el proveedor" y que "no pueden reactivarlo". Posteriormente fui transferido a la agente Ada, quien añadió que el rechazo fue causado por "el banco receptor" y me recomendó contactar con mi banco o utilizar un método de pago diferente.*

*Hay dos problemas graves con esta explicación:*

*Primero: ningún banco rechaza ingresos. Un banco puede rechazar pagos salientes, pero jamás bloquea la recepción de dinero entrante. Es algo que no existe en el sistema bancario. Mi cuenta no tiene ninguna incidencia.*

*Segundo: las propias condiciones del casino indican que los retiros deben realizarse con el mismo método de pago utilizado para los depósitos. Sugerirme ahora que cambie de método de pago contradice sus propias normas.*

*Como consecuencia del rechazo, los 500€ han vuelto a mi saldo real en el casino, donde permanecen retenidos. Actualmente tengo 3 retiros pendientes, por lo que el sistema no me permite volver a solicitar este retiro hasta que se procese uno de los actuales.*

*A continuación adjunto la transcripción íntegra del chat de hoy como prueba:*

*— Lunes, 15 de junio de 2026 —*

*Oscar Roig: "Buenos días. Me dirijo a ustedes porque el retiro solicitado el día 11 de junio (ID de transacción: 999846892) aparece en mi cuenta como RECHAZADO, sin que haya recibido ninguna comunicación por email ni por ningún otro medio explicando el motivo. Dado que actualmente tengo 3 retiros pendientes y este rechazo ha sido generado por su parte sin justificación, solicito que reactiven dicho retiro de inmediato como un retiro adicional, ya que el error es imputable a ustedes y no debería contar dentro de mi límite de 3 retiros simultáneos."*

*Agente Oscar: "The withdrawal has been cancelled by the provider. We suggest that you contact your payment provider or try a different payment method."*

*Oscar Roig: "Eso no es posible. Un banco nunca rechaza un ingreso, solo puede rechazar pagos salientes. Mi banco no ha bloqueado ningún ingreso y no tengo ningún problema con mi cuenta. El rechazo ha sido generado por su parte, no por mi proveedor de pagos. Solicito que reactiven el retiro (ID: 999846892) de inmediato y que me expliquen el motivo real del rechazo."*

*Agente Oscar: "I already did that. Reason - The withdrawal has been cancelled by the provider. We can't reactivate your withdrawal request."*

*Agente Ada: "The withdrawal was cancelled by the provider, i.e., the recipient bank. This may happen if the transaction failed your bank's verification check. We don't have access to the bank's payment system, so we can't provide the exact reason. We recommend contacting your provider for clarification. If a withdrawal has been declined, we cannot reactivate it."*

*Quedo a la espera de que esta nueva incidencia quede reflejada en la queja y de que se exija al casino una explicación real y la reactivación del retiro rechazado."*

Dear Toro27,

Thank you for the additional updates. Unfortunately, I do not have positive news to share.

I have not received any further response from the casino, and based on your latest information, it appears that the operator may be attempting to find alternative justifications in order to avoid processing your winnings in the standard manner.

While there may be a valid technical or procedural explanation for the "withdrawal has been cancelled by the provider" message communicated by casino support, the absence of clear, consistent, and transparent communication from the operator, not only to the latest "obstacles", means we are unable to treat this explanation as sufficiently substantiated. Currently, we have reached a stage where the insufficient explanation of the delay in processing your withdrawal requests and adherence to the casino's own policies exceeds the reasonable practice

While I wish it would be otherwise, please note that, although Casino Guru holds a recognised and respected position within the industry, we do not possess any legal authority to enforce payments or compel a casino to release funds. Such enforcement powers rest exclusively with the relevant licensing authority (if applicable), relevant authorities in your jurisdiction or, where applicable, the competent courts. At the same time, the operator remains fully responsible for ensuring that payout transactions are successfully completed in a reasonable time, including proper coordination with any payment processors involved.

The prolonged delay, combined with the lack of adequate cooperation despite repeated follow-ups, falls below the standards of operational transparency and responsiveness expected within the industry.

As a result, I have no alternative but to close this complaint as "Unresolved" at this moment. This classification will negatively impact the casino’s safety index rating and will be reflected in our public assessment as a relevant indicator of the operator’s handling of similar cases.

I understand this isn't a satisfactory solution to your issue. However, unresolved complaints and the associated impact on the rating are intended to encourage operators to improve their internal processes and dispute resolution practices. Should the casino proceed with the payment as expected and in accordance with their own policy, we will, of course, reopen the complaint and update the case accordingly.

Regretfully, as the casino seems to operate without a valid license and does not refer cases to any ADR service, there is no alternative regulatory authority available for escalation, which unfortunately limits further avenues of resolution. Currently, the only potential course of action for escalation seems to be considering legal action against the casino, as it appears they don't follow their own policies.

Sadly, this is where any potential assistance from our end concerning your case concludes, as we have exhausted the options available to us as an alternative dispute resolution service. I truly hope the negative impact on the casino’s safety index rating will force them to address and handle your case appropriately.

I am sorry that we could not be of further assistance in this matter.

Best regards,

Michal

Casino Guru

We've reopened this case after being made aware of some new developments. We'd like to give it one more chance and help both parties work toward a fair conclusion.

Dear Michal,

Thank you for your message and for reopening complaint #210618. I would like to provide an accurate update regarding the current situation.

1. CURRENT CASINO BALANCE: My current casino balance is €0.00. The funds from the withdrawals that were cancelled were subsequently used during gameplay. I am not claiming that this balance is still held by the casino, because it is not. I want to be completely accurate about the present situation.

2. MOST RECENT WITHDRAWALS PROCESSED: The most recent withdrawals recorded in my bank and transaction records were: 2 July 2026, €488.50 received instead of €500.00; 6 July 2026, €500.00 received; 7 July 2026, €488.50 received instead of €500.00; 8 July 2026, €488.50 received instead of €500.00; 10 July 2026, €488.50 received instead of €500.00; and 11 July 2026, €488.50 received instead of €500.00. All withdrawals have now been processed and received.

3. OUTSTANDING WITHDRAWALS: There are currently no outstanding withdrawals. Nothing remains pending in my Rich Royal account.

I would also like to add a separate issue regarding the unjustified deductions from my withdrawals. A total of €57.50 was deducted from five €500 withdrawals, with exactly €11.50 deducted from each one. The amounts were therefore credited as €488.50 instead of the requested €500.00.

Rich Royal suggested that the deduction could have been caused by my bank or by a payment provider. However, CaixaBank has repeatedly confirmed that neither the bank nor any payment intermediary charged any fee for these card transactions. The bank statements also show no separate €11.50 commission, debit or fee entry. If CaixaBank had charged this amount, it would appear as a separate banking charge in the account movements, as happens with other fees such as an out-of-network ATM commission. No such charge appears.

Furthermore, Rich Royal’s Terms and Conditions do not contain any clause authorising a withdrawal fee of €11.50. Therefore, the €11.50 was not charged by CaixaBank after the funds arrived in my account. It was deducted before the money was credited to me, and the evidence indicates that the deduction originated on the Rich Royal or payment-processing side.

I respectfully ask you to include this issue in the reopened complaint and to investigate the origin of these deductions. I am requesting reimbursement of the full €57.50. I can provide the relevant bank statements, CaixaBank’s confirmations and my correspondence with Rich Royal as supporting evidence.

Thank you for your continued assistance.

Best regards,

Oscar

Dear Toro27,

Thank you for the update.

Dear Rich Royal Casino,

I would kindly ask for your comments on the points raised above. Could you also please provide some clarification regarding the fees involved, and let us know whether there would be any possibility of accommodating the player in this matter?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Toro27,

Sadly, I have not received any further response from the casino.

Although there are currently no outstanding funds in your casino balance, as the funds from the cancelled withdrawals were subsequently used during gameplay, the handling of the €57.50 remains unclear. In particular, the casino has not provided a sufficient explanation as to why this amount was deducted from your withdrawal or what specifically this deduction was based on.

Unfortunately, the casino's lack of further cooperation means that I cannot reasonably clarify this point on your behalf. The overall handling of the matter, the uncertain delays and the absence of a clear explanation for the €57.50 deduction, falls short of the level of transparency and effectiveness we and more importantly player's like you would reasonably expect.

In my experience, most reputable and well-established casinos would have handle a situation of this nature in a considerably more transparent and effective manner. At the very least, the player should be provided with a clear explanation of why a specific amount was deducted from their withdrawal and how that amount was calculated.

Consequently, I have no other option but to close this case again as Unresolved.

An unresolved complaint and the potential impact on the casino's rating may encourage the casino to reconsider its approach and provide the clarification that is still missing. Should the casino later address the €57.50 deduction appropriately or provide relevant new information that allows the matter to be properly clarified, we will be happy to reopen the complaint and notify you by email.

I appreciate that this is still not the outcome you were hoping for, and I am sorry that we were unable to obtain a satisfactory explanation from the casino.

While we are unable to assist you further with this specific case at this stage, please do not hesitate to contact us regarding any other casino-related issues in the future. We will do our best to assist wherever possible.

Kind regards,

Michal

Casino Guru