RoyalGame Casino - Povlačenja igrača su odložena zbog problema sa verifikacijom.

After several withdrawals, the casino now wants verification. No problem. But they insist on pictures of my credit cards, front and back. Otherwise, they won't accept it. I've provided all my ID and debit cards. But without the front and back of all my credit cards, they won't verify me. The casino could, for example, require me to complete a PostIdent verification to confirm my identity. But they won't do that. How can you help me?

Further withdrawals are therefore now blocked. Incidentally, I made the last deposits from my regular Sparkasse account and was able to receive the withdrawals there as well!

Das Casino will nach mehreren Auszahlung jetzt eine Verifizierung. Kein Problem. Sie bestehen aber auf Bilder von meinen Kreditkarten, vor und Rückseite. Sonst lassen sie es nicht gelten. Ich habe perso, und bankkarte alles angegen. Aber ohne vor und Rückseite meiner kompletten Kreditkarten, verifizieren sie mich nicht. Das Casino könnte zb ein postident von mir verlangen um mich zu bestätigen. Machen Sie aber nicht. Wie können Sie mir helfen?

Weitere Auszahlung sind deshalb jetzt gesperrt. Im übrigen, habe ich die letzten Einzahlungen von meinem normalen Sparkassen Konto gemacht und auch dort die Auszahlungen hinbekommen!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalGame Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What obstacles are there to providing photos of the credit cards the casino requires?
• Have you used the cards the casino listed to deposit in the online casino? Are the credit cards virtual?
• Has your bank or other institution issued the cards in your name? Which institution issued them?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Exactly. For one thing, I have it virtually on my phone, and no app lets me take screenshots. Second, if I also show the three-digit code on the back, they might somehow try something with the card. I used this card at first. Now I only use bank transfers. No, not with a bonus.

Genau, zum einen habe ich diese virtuell auf meinem Handy und keine app lässt mich Screenshot s machen.  Zum anderen wenn ich den 3 stelligen Code auf der Rückseite auch zeige,  könnten sie irgendwie was mit der Karte probieren.  Am Anfang  hatte ich diese karten benutzt.  Jetzt nur noch Überweisung.  Nein nicht mit Bonus erhalten.

How can I get a screenshot of the virtual cards?

Wie kann ich den ein Screenshot von den virtuellen Karten bekommen?

I have sent you emails

Ich habe Ihnen Email s geschickt

Hello?

Hallo?

Thanks for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

• Do I understand correctly that one of the banks where the cards were issued is Revolut?
• Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?

In the past, players were able to get such confirmation from this particular bank and submit it to the casino.

Please let me know about the result.

Yes right one is Revolut why

Ja richtig eine ist Revolut warum

• Have you tried asking your bank to provide you with a confirmation of which cards were issued in your name?

Yes, I forwarded it to the casino

Ja habe es dem Casino weitergeleitet

Thanks for your reply.

Was your most recent submission of the documents successful?

Did the casino conclude the verification process?

Has the casino started to issue payouts to your bank account?

Please let me know.

No, the casino has been verifying my address for two days. I've entered everything correctly and sent it to the casino. Every time, they ask for another verification, even though they already have EVERYTHING. Withdrawals are still blocked due to verification. They're just stalling me.

Nein, seit 2 Tagen überprüft das Casino meine Adresse. Ich habe alles ordnungsgemäß angegeben und an das Casino geleitet. Jedes kommt noch eine andere Überprüfung obwohl sie schon eig ALLES haben. Auszahlungen weiterhin gesperrt wegen der Verifizierung. Die halten mich nur hin

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear myriem25,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RoyalGame Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

The casino does not accept my ID card with a valid address as address verification.

Das Casino nimmt meinen Personalausweis mit Gültiger Adresse nicht als Adresse verifizierung an.

I'm currently on vacation, and the casino wants a certificate of good conduct to prove my address. In Germany, a national identity card is sufficient proof of address!

Ich bin Auch zur Zeit im Urlaub und das Casino will ein Führungs Zeugnis für den Adress Nachweis. In Deutschland gilt Personalausweis für die Adresse!

Gas and other bills are all in my husband's name, so that wouldn't be valid as proof of address. My ID card, however, would be. Which the casino doesn't accept.

Gas oder sonstige Rechnung läuft alles über meinen mann deshalb würde das ja nicht als adress Bestätigung gültig sein. Personalausweis von mir allerdings schon. Was das Casino so nicht akzeptiert

Dear Myriem25,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

RoyalGame Casino team.

Dear myriem25,

Thank you for your cooperation.

To proceed with the verification process, we kindly ask you to provide a government-issued document, if no other alternative form of identification is available.

Alternatively, you may submit a bank statement, provided it is not issued by a digital bank.

Please ensure that the document is clear and all details are visible.

We appreciate your prompt attention to this matter and thank you for your understanding.

Kind regards,

Royal Casino team.

I sent you the top part of my bank statement. I'm surely not required to disclose or show you the payments on my statement. That's why I sent you the part with my name, address, and the date.

Ich hatte Ihnen den oberen Teil meines Konto auszugs geschickt. Zahlungen auf meinem Kontoauszug muss ich Ihnen ja wohl nicht angeben und nicht anzeigen. Deshalb der Teil mit meinem Namen und Adresse und dem Datum.

And why not digitally? I do online banking, after all! There are simpler and faster verification methods! In my opinion, this is just stalling...

Und warum nicht digital? Ich mache schließlich online banking! Es gibt Verifizierungen die einfacher und schneller sind ! Das hier ist meiner Meinung nach hinhalten...

Dear Myriem25,

We kindly ask you to upload your Proof of Address (POA) document in its original PDF format. Please note that we cannot accept modified images or screenshots.

Thank you for your understanding and cooperation.

Best regards,

Royal Game Casino.

Then they must offer, for example, online live verification through the post office or PostIdent!

Dann müssen sie zb ein online live Verifizierung durch die post oder postident anbieten!

What exactly are government agencies?

Was sind genau Regierungsbehörden?

Dear myriem25,

Thank you for your cooperation.

We kindly ask you to provide a government-issued identification document, such as a passport, national ID card, or driver’s license. This type of document is issued by an official government authority and is used to verify your identity.

Please upload your Proof of Address (POA) document in its original PDF format. Please note that we cannot accept modified images or screenshots.

Best regards,

Royal Game Casino.

The verification process has been underway for weeks. Now the casino is requesting something else.

Die Verifizierung geht schon seit Wochen. Jetzt wird was anderes von dem Casino auf gefordert

Another "required" item keeps arriving even though I've already sent everything!!!

Es kommt immer wieder eine andere " erforderliche" Sache obwohl ich schon alles geschickt habe!!!

I had already uploaded an original confirmation from the bank and the card itself as a PDF, which the bank had provided, as part of the document they're now requesting. Now the casino wants proof of this card through their wallet. Why? They're just messing with me!

Ich hatte zu dem jetzt angeforderten Dokument eine original bekommen Bestätigung der bank und der Karte in PDF hochgeladen gehabt, die mir die bank zur Verfügung gestellt hatte. Jetzt will das Casino den Nachweis für diese Karte bei wallet. Warum ? Die verarschen mich doch nur!

Furthermore, these things will of course not be released by the wallet as screenshots!!

Noch dazu werden diese Sachen natürlich nicht von wallet als Screenshot freigegeben!!

Dear myriem25,

Thank you for your patience.

We would like to inform you that all of your documents have been accepted.

We only require one additional item: a photo of the credit card ending in 3075 , both front and back, showing the name and the visible card numbers.

Best regards,

Royal Game Casino.

I have sent you the requested image, and this must now be the last one for verification.

Habe Ihnen das gewünschte Bild gesendet und das muss jetzt das letzte für die Verifizierung sein

This is the last thing the casino wanted. I have now submitted everything.

I also need my ID, proof of address, and confirmation that I own my cards! Now I demand that the process be completed and that nothing else be requested. And please release the account so that I can withdraw my winnings.

Dies ist das letzte dass das casino wollte. Ich habe nun alles eingereicht

Auch Personal Ausweis, Adress Nachweis und die Bestätigung der Besitz meiner Karten! Nun verlange ich den Prozess abzuschließen und nicht noch etwas anders verlangen. Und die r bitte wieder freigeben, sodass ich Gewinne abheben kann.

The casino is now insisting on it. However, this card is virtual and only shows my full name, card number, and expiry date – no address. But I've already sent confirmation of this card from my bank, including my address, etc.! That's enough!

The casino is stalling me and won't give me the verification.

Das Casino besteht jetzt darauf . Diese Karte ist aber virtuell und es steht nur mein vollständiger Name mit Karten nr drauf und Ablauf Datum, keine Adresse. Ich habe aber bereits eine Bestätigung dieser Karte von meiner Bank mit Adresse ect gesendet!! Es reicht jetzt mal !!!

Das Casino hält mich hin und gibt mir die Verifizierung nicht

This is a confirmation from the bank; this card is virtual and there's nothing else on it. Why is something new always being requested even though I've submitted everything correctly? Withdrawals of my winnings are still blocked.

Dies ist eine Bestätigung der bank, diese Karte ist virtuell und es steht sonst nicht s drauf. Warum wird immer etwas neues gefordert obwohl ich wirklich alles ordnungsgemäß eingereicht habe! Die Auszahlungen über meine Gewinne sind weiterhin gesperrt.

I have sent this confirmation to the casino for the second time. They refuse to activate my verification.

Diese Bestätigung habe ich dem Casino zum 2. Mal geschickt. Sie wollen meine Überprüfung nicht freischalten.

Casino Guru, are you still with us?

Casino Guru, sind Sie noch dabei?

Dear myriem25,

We are currently reviewing your case with the relevant department. Please be patient, and we will notify you as soon as we have any updates.

Thank you for cooperation.

Kind regards,

RoyalGame Casino.

Dear myriem25,

Thank you for your cooperation.

We kindly inform you that we still require ownership confirmation for the card ending 3075. This document must be the official card ownership confirmation available for download directly from the Revolut app in its original PDF format.

The most recently provided file is a bank account ownership document, which does not meet the requirements.

Kindly upload the correct PDF so we can proceed.

Kind regards,

RoyalGame Casino Team.

They mean that so they can continue looking for other things to avoid giving me verification.

Sie meinen damit sie weiter andere Sachen suchen können um mir die Verifizierung nicht zu geben

You need confirmation to verify my identity. I have provided you with everything you need for this!

They won't verify me.

Sie brauchen eine Bestätigung um mich als Person zu bestätigen um mich zu verifizieren. Dafür habe ich Ihnen alles zur Verfügung gestellt !

Sie wollen mich nicht verifizieren.

Dear myriem25,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

I have already received payments and have provided bank statements as proof, also for verification purposes.

Ich habe doch schon Auszahlungen erhalten und davon auch Kontoauszüge belegt auch zur Verifizierung

Dear myriem25,

may I confirm that you have received your payments?

No! Those were different people before the verification request!!!

Nein! Das waren andere vor der Verifizierungs Aufforderung!!!

This must be the last thing they ask for!!! Please confirm! Do you have my address, bank account details, etc.?

Das muss jetzt das letzte sein was sie verlangen !!! Bitte um Bestätigung! Adresse Konto ect haben Sie alles!!!

Dear myriem25,

please keep us informed of any new development.

Dear RoyalGame Casino representative,

could you please confirm whether the player’s account is fully verified? The player has provided a screenshot showing that their account is still marked as unverified in the profile section.

And I have submitted my personal ID, proof of address, account confirmation, and card verification – everything properly. There is no reason why it is not verified.

Und jch habe Personal Ausweis, Adress Nachweis, Konten bestätigen karten Bestätigung alles ordnungsgemäß vorgelegt. Es gibt keinen Grund dass es nicht verifiziert ist

Dear Myriem25,

Your account has been verified, and the relevant department has informed us that your withdrawals have been paid out. We will look into this matter further and update you accordingly.

Thank you for your cooperation.

Kind regards,

RoyalGame Casino.

Thank you very much.

Yes, one withdrawal was processed immediately on the same day. The other requested withdrawal (because you can request 500 every 24 hours) is still being reviewed, even though it's all from the same bank and my account is verified.

Danke schön.

Ja eine Auszahlung ist sofort noch an selben Tag ausgezahlt worden. Die weitere beantragte ( weil alle 24 std man 500 beantragen darf ) wird überprüft, obwohl es alles die gleiche Bank ist und mein Konto ja auch verifiziert ist

Dear myriem25,

please keep us informed when you receive your funds.

Today I received my next payment of 500 euros. Thank you very much!

Heute ist die nächste Auszahlung von 500 Euro bei mir angekommen. Vielen Dank

Today I received a total payout of 1500 euros, thank you very much.

Heute habe ich insgesamt 1500 Euro Auszahlung bekommen danke schön

And the casino has confirmed that my account is verified. I'm so happy that it finally worked out, thank you so much!

Und das Casino hat hier bestätigt, dass mein Konto verifiziert ist. Das freut mich jetzt alles sehr, dass es endlich geklappt hat herzlichen Dank

Dear myriem25,

thank you for the update. I´m glad that you have received the funds and please keep us updated of any new development.

My account has only been confirmed in writing here that it's verified. Nothing else has changed on my account. But withdrawals are working perfectly and without any problems.

Mein Konto ist allerdings nur hier schriftlich bestätigt dass es verifiziert ist. Auf meinem Konto hat sich sonst nichts verändert. Aber mit den Auszahlungen klappt es super und ohne Probleme.

Dear myriem25,

thank you for keeping us updated. Please keep us informed when you receive more funds.

I received payouts yesterday and today. I can request a withdrawal of €500 every 24 hours and receive it without any problems.

Gestern und heute Auszahlungen erhalten. Ich kann alle 24 Std 500 Euro zur abhebung beantragen und bekomme diese problemlos

Dear myriem25,

thank you for the update. What is the current pending balance?

I can no longer watch or play since this morning

Kann ich nicht mehr schauen und nicht mehr spielen seit heute morgen

€42,763.56 won without bonuses. Only through deposits and gameplay.

Every 24 hours I can request a withdrawal of 500 euros, and sometimes they send 1000 in one day, another time 500, and then 500 again the next day. But everything is always in order.

42.763,56 Euro ohne Boni spiele. Nur durch Einzahlungen und beim Spielen gewonnen.

Alle 24 kann ich 500 Euro beantragen zur abhebung, und manchmal schicken sie 1000 an einem Tag und ein anderes Mal 500 hundert und nächsten Tag dann wieder 500. Aber immer alles ordnungsgemäß

Dear myriem25,

thank you for the update. Please keep us informed of any new development.

Hello, since this week there have been problems with payouts. Everything was working perfectly and quickly before.

Hallo seit dieser Woche hängt es mit den Auszahlungen . Die ganze zeit ging es super und schnell.

Dear myriem25,

thank you for the update.

Dear RoyalGame Casino,

what is causing the delay in the player’s withdrawal?

Furthermore, my player account has still not been changed to verified.

A casino employee confirmed here that my account is verified.

Des weiteren, wurde mein Spielerkonto immer noch nicht in verifiziert geändert,

Hier wurde von einem Mitarbeiter des Casino s bestätigt, dass mein Konto verifiziert ist

Furthermore, my player still hasn't been changed to verified.

A casino employee confirmed here that my account is verified.

Des weiteren, wurde mein Spieler immer noch nicht in verifiziert geändert,

Hier wurde von einem Mitarbeiter des Casino s bestätigt, dass mein Konto verifiziert ist

The 500 euros from December 8th arrived about 30 minutes ago.

Vor ca 30 min sind die 500 euro vom 8.12. Bei mir angekommen .

I just received the remaining payments I had requested. Thank you very much.

Gerade habe ich die restliche beantragte Auszahlungen überwiesen bekommen. Vielen Dank

Dear myriem25,

what is the current pending balance?

What I have in winnings in my player account?

40,200 euros

Today I received another payment of 1500 euros in installments of 500 euros.

das was ich an Gewinn auf meinem Spieler Konto habe?

40.200 Euro

Heute habe ich wieder 1500 Euro ausbezahlt bekommen a 500 euro.

Dear myriem25,

thank you for providing the information. Could you please confirm what the initial win at the casino was?

A few 30,000.

I can't withdraw any more money this month because I'm on VIP 1.

The casino explained to me that this category changes and increases as I play more. I play every day and have remained at 0% since I was verified. Screenshots will follow in the next message.

Ein paar 30.000.

Diesen Monat kann ich nichts mehr abheben weil ich bei vip 1 bin.

Das Casino erklärte mir dass sich diese Kategorie ändert und mehr wird wenn ich mehr spiele. Ich spiele jeden Tag und bleibe, seitdem ich verifiziert bin auf 0 % .Screenshot s folgen in der nächsten Nachricht

Dear myriem25,

has the casino suspended your withdrawals for this month?

Dear all,

Thank you for reaching out.

We would like to kindly draw your attention to the following article from our Terms and Conditions:

6.11 – All withdrawals are processed in accordance with our monthly withdrawal limits and take into consideration the VIP status of the customer requesting the withdrawal.

As per players withdrawal limit we cannot proceed with a further payment for this month.

Please advice if we will consider the claim as resolved, as it was related to the verification process.

Kind regards,

RoyalGame Team.

Yes. Because I'm only VIP one, and they won't change that, my payout limit for this month has been reached.

Dear Casino, why has my VIP status remained at zero for 3 months even though I'm playing?

I must be at least 2, maybe even 3. But you're leaving it at zero.

Ja. Weil ich nur vip eins bin, weil sie das nicht ändern, ist mein Auszahlungs Limit für diesen monat erreicht .

Liebes Casino, warum bleibt mein vip status seit 3 Monaten bei Null obwohl ich spiele?

Ich muss mindestens schon 2 vielleicht sogar 3 sein. Aber ihr lässt es bei Null

Dear myriem25,

do you consider the case resolved, given that the complaint concerned verification issues? The casino should resume processing your withdrawals in January. If any further issues arise, you are welcome to reopen the complaint, and we will review the matter again.

Yes, dear casino, you are right. This concerned the verification process.

And I thank them that it worked out in the end.

This complaint has been resolved.

Ja , liebes Casino, sie haben recht. Hier betraf es die Verifizierung.

Und ich danke ihnen dass das am Ende dann geklappt hat.

Diese Reklamation ist erledigt.

Dear myriem25,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru