Royal Oak Casino - Hráč se snaží vybrat své výhry.

I opened an account with Royal Oak Casino in March 2021 and went through a lengthy verification process. I was wagering on Sports mostly and profits were up and down until a string of successful wagers in the latter part of 2021. I noticed the casino took at least five working days to process a withdrawal but had no concerns until some point in September when I noticed a request had not been processed.

Despite assurances from the Support Team that my request was in progress I never received the funds. Subsequent attempts using alternative withdrawal methods have also been unsuccessful.

Whilst I still have access to the site, and can place bets/use the casino it appears a block has been placed on any further withdrawals. I have a balance of approximately GBP 2,500 which Royal Oak are seemingly unwilling to release. 

Dear gamer009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to difficulties withdrawing your winnings, we will try to help you.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

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

Best regards,

Petronela

Hello,

The Casino offers Bank Transfer and Crypto currency as the only withdrawal methods. I have been trying to withdrawal funds using both methods but money is not being sent. The Casino is no longer responding to my requests for assistance.

Thank you very much, gamer009, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello gamer009,

I have reviewed your case and understand the situation. I will try to contact the casino to see if I can help.

We would like to invite Royal Oak Casino to join the conversation and aid in the resolution of this complaint.

We would like to ask Royal Oak 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear gamer009,

I tried to contact the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this one. I wish I could be of more help.

Best regards,

Adam