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Good evening,

I am awaiting payment of a withdrawal of 690 Euros from 29/03.

I have written reminder emails to their support, I have written daily in their chat and the answers have always been vague.

Their priority is just to remind me that "by depositing more sums and increasing the VIP level, the withdrawal speeds up ....."

Their terms and conditions state that they try to do what they can to process all withdrawals in 3-5 business days.

Furthermore, I have already completed the verification of the documents because the first withdrawal with them was successful on schedule.

I have not yet received any kind of response to my requests and reminders, I hope you can do it.

Thank you.

Buonasera,

sono in attesa dal 29/03 del pagamento di un prelievo di 690 Euro.

Ho scritto email di sollecito al loro supporto, ho scritto quotidianamente nella loro chat e le risposte sono sempre state vaghe.

La loro priorità è solo quella di ricordarmi che "depositando altre somme e aumentando il livello VIP, il prelievo si velocizza....."

Nei loro termini e condizioni c'è scritto che cercano di fare il possibile per evadere tutti i prelievi in 3-5 giorni lavorativi.

Inoltre ho già completato la verifica dei documenti perchè il primo prelievo con loro è andato a buon fine nei tempi previsti.

Non ho ricevuto ancora nessun tipo di riscontro alle mie richieste e solleciti, spero possiate riuscirci voi.

Grazie.

Dear Giorgio,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela,

thank you for your interest in my case.

As a payment method I chose Bank Transfer, the same payment I chose for the first withdrawal which ended in a very fast way.

The withdrawal has been pending since 29/03 and has not been processed.

I think the problem is related to my account because I have received confirmation from them that they are paying VIP customers and I am on the waiting list.

Their advice is to go up to the VIP level by depositing other sums to speed up the process and I think this is the most absurd thing to say to a customer who tries to withdraw a sum already won.

I await your kind reply.

Thanks again.

Good day and good work

George G ***

Ciao Petronela,

grazie per il tuo interesse al mio caso.

Come metodo di pagamento ho scelto il Bank Transfer, stesso pagamento che ho scelto per il primo ritiro conclusosi in modo velocissimo.

Il prelievo risulta in sospeso dal 29/03 e non è stato elaborato.

Credo che il problema sia legato al mio account perchè ho ricevuto da loro conferma che stanno pagando i clienti VIP e io sono in lista di attesa.

Il loro consiglio è di salire livello VIP depositando altre somme per velocizzare il processo e questa credo sia la cosa più assurda da dire ad un cliente che cerca di prelevare una somma già vinta.

Attendo un suo cortese riscontro.

Grazie ancora.

Buona giornata e buon lavoro

Giorgio G***

Thank you very much, Giorgio, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Giorgio!

From now on, I will try my best to help you. I would like to ask RoyalSpinz Casino's representatives to join this conversation in order to help us resolve the issue.

Apparently the withdrawal is now (I would say "magically") in the "Processed" state. I wait 5 days to verify the arrival on the bill.

Thank you.

A quanto pare il prelievo è passato in questo momento (direi "magicamente") nello stato "Elaborato". Attendo 5 giorni per verificare l'arrivo sul conto.

Grazie.

Hello all,

Thank you for contacting us about your concern regarding the delay in the payout.

We are really sorry that you faced inconveniences while you were waiting for the winnings.

We have been informed by the provider that the withdrawal has been paid.

We recommend you wait a little bit longer if you have not received the transferred amount on your balance.

Kindly update us when you receive the funds.

Best Regards,

RoyalSpinz Casino

Of course, I will notify you as soon as I receive them.

Certo, vi avviserò appena li avrò ricevuti.

Good evening, I confirm that the withdrawal amount requested 28 days ago has arrived in my bank balance today.

Despite the long delay, in my opinion the case can be considered closed. Thank you.

Buonasera, vi confermo l'arrivo oggi sul mio saldo bancario dell'importo del prelievo richiesto 28 giorni fa.

Nonostante il forte ritardo, il caso secondo me può considerarsi chiuso. Grazie.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.