Struggling to withdraw from Royal Slots (One Click Ltd)

[Brockstaa]

Hi all,

I know there are a few threads about Royal Slots (also trade as Casinoland, Vegasbaby etc) but I can't see any updates from posters after they complain so thought I'd post my own.

I'm a net depositor on Royal slots (£10k deposited, £8,050 balance) yet I am unable to access this £8k. They have asked for ID, proof of address, bank card, SOW form, proof of sale, payslips, 3 months unredacted bank statements, unredacted PayPal statement (didn't even deposit with PayPal) and clarification over a transaction to a family member. I have sent all of these at the first instance yet it's almost 4 weeks without any sign of a resolution.

For anyone familiar with this cowboy outfit you'll know that the live chat staff are horrific. They refuse to answer questions and just keep repeating the same thing "Your account is under review, you will be contacted by email when there is an update", yet you rarely are. It's been 9 days since I was last contacted by them and I have no idea what is going on. I have spoken to UKGC, who despite telling me I have sent more than enough documents and that the process shouldn't take this long, refuse to help because they don't get involved in individual cases.

I have also spoken to IBAS who tell me to request a final decision on the complaint I made 2.5 weeks ago. I tried this and Royal Slots claim they cannot give me a final decision because my account is still under review. They also claim that the complaint is paused whilst they review my account, yet the complaint is about how long they are taking? If the complaint never starts because it's paused indefinitely then how am I supposed to proceed?

They also declined my withdrawals and returned the money to my account. I am blocked from depositing, withdrawing and playing so the money is just sat there.

Does anyone have any similar experiences and if so, did you get paid?

Thanks.

See Related Threads:

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[Brockstaa]

Finally been paid, 4 weeks after trying to withdraw. Account blocked and still under review though (lol).

 

[pinnit2014]

Odd casino group - never had an issue personally (years ago since i played there) but they don't even send emails reminding you they exist etc. If i didn't know better, you'd presume they were some dodgy shell company funnelling ropey money

You can write back and tell them to keep it blocked and go play at a decent site from now on

 

[OldRing]

Very glad to hear you got paid.

I quit completely because of this shit back in September. The UKGC have given operators the perfect excuse to delay payments on the basis of SOW/SOF investigations.

I hit two 3 massive Royal Flush jackpots earlier this year. Getting the money (which I did, in full, from both operators) was a stressful experience and not one I am keen to relive.

So that's it, no more, I'll stick to land based for this exact reason.

All online accounts closed with every operator.

 

[Brockstaa]

Odd casino group - never had an issue personally (years ago since i played there) but they don't even send emails reminding you they exist etc. If i didn't know better, you'd presume they were some dodgy shell company funnelling ropey money

You can write back and tell them to keep it blocked and go play at a decent site from now on

My complaint reviewer, who had previously taken 5 and 8 working days to reply to basic emails did email me after I'd been paid acting like everything was fine with how they handled it. I sarcastically told him I'd acknowledged his email, that it's under review and I'll reply within 10 working days

Very glad to hear you got paid.

I quit completely because of this shit back in September. The UKGC have given operators the perfect excuse to delay payments on the basis of SOW/SOF investigations.

I hit two 3 massive Royal Flush jackpots earlier this year. Getting the money (which I did, in full, from both operators) was a stressful experience and not one I am keen to relive.

So that's it, no more, I'll stick to land based for this exact reason.

All online accounts closed with every operator.

Thanks and that's a good point re UKGC/SOW. When you break it down you've got the UKGC requesting these checks and telling me that a week is sufficient time to process this, yet not being able to do anything (it seems) about them taking up to 8 weeks to process it. You've got IBAS who refused to get involved before 8 weeks and you've got the company who just cite "we are operating within UKGC regulations". It's farcical.

Despite getting paid I cannot emphasise enough how little I would recommend these cowboy outfits to other punters.