It has recently come to our attention that players at El Royale Casino is allegedly having trouble with regards to delayed payments. The US-friendly RTG hub regularly scores high marks as an all-around respectable gaming site and any serious offense, such as withdrawal issues, shouldn’t be part of the package of any solid casino.
LCB set out to investigate the withdrawal process of the site in an attempt to either corroborate or dispel the claims made by several patrons, and also find out the reason why in case of the former.
Overview
Over the course of 3 days – 18, 19 and 20 September 2020. – we played several slot and video poker games with a deposit of $1000 worth of BTC made via Coinbase. The registration and depositing processes, as well as the lobby, are typical of an average RTG-powered operator, with nothing out of the ordinary to report.
Verification Documents Approved
Once our balance reached $750, we decided the amount is sufficient to make an attempt at a cash-out request and see how well the casino handles it. As per their T&Cs, withdrawal requests are approved only after identity verification has been successfully completed. We submitted the necessary documents on September 20, right before we were ready to cash-out.
Four days later…
…on September 24, the casino emailed and notified us that the logo was not visible on our Account Validation Form. Apparently, we made a few typos and errors somewhere in the process which caused this slight delay.
However, it took the operator 4 days to respond in between each of the emails we exchanged in an attempt to correct the errors. Once resolved, we were able to continue the verification procedure, which also included one verification call on September 24. Another week went by before the documents were approved and the withdrawal made on September 30. Although these delays were partly our fault, we still felt the time it took to finally verify our identity was longer than necessary.
Up until this point, everything went quite smooth without major issues on the part of El Royale, however, the next step is where they failed to deliver a satisfying outcome.
$750 Withdrawal Request and an Unpleasant Surprise
Namely, we sent a withdrawal request for the full amount of $750, but received only $350 on October 5. The pending time was reasonable, even if slightly longer than stated 3 business days. Our email inquiry went unanswered for a full day, and we subsequently turned to Live Chat for help.
They informed us that “the casino reserves the right to send winnings divided into smaller amounts”, so we had to make another payout request for the remaining sum.
Via email, the operator offered a more elaborate explanation: maximum payout amount and approval times are determined by the Customer Level that depends on a range of factors including reputation with El Royale, credit scores, deposit type and frequency, duration and outcome of gaming sessions, adopted payout methods, the frequency of reversing payouts and membership duration.
Having played for only 3 days…
…the progress made was insufficient to account for a higher-ranking status and better terms on withdrawals. This somewhat justifies the incremental payments but not another week which passed before we received the final payment of $400 on October 12.
To Summarize
It took El Royale Casino around 3 weeks to pay the requested amount of $750 in full – in two installments on September 30 and October 12. Aside from sending partial amounts, the casino had no other reason to delay the payment.
The responsiveness during the ID verification process was unsatisfactory, with 4 days in between each email exchange.
We found the cash-out times of El Royale to be quite long, especially for new customers who haven’t yet made it to the higher reputation levels to secure more favorable terms. Even though the incremental payments rule is mentioned in the T&Cs, we feel that amounts below $1000 should be excluded from this rule.
However, the casino proved fair, addressed our questions and paid our earnings in full. Let’s hope they can improve the withdrawal processing speed and reconsider if incremental payments for small winnings are worth all the trouble.
Atomnic111
2 months ago
I had so many hopes for slots empire, and even now, after receiving only one withdrawal from them, I still try them once in awhile. I know better, Ive read the reviews, I just keep hoping they'll get better. After reading your experiences and what you, an expert had to go through, hopefully I'll have enough sense to wait...
I had so many hopes for slots empire, and even now, after receiving only one withdrawal from them, I still try them once in awhile. I know better, Ive read the reviews, I just keep hoping they'll get better. After reading your experiences and what you, an expert had to go through, hopefully I'll have enough sense to wait this one out. I mean, it looks like they still pay, sometimes, and still attempt to deliver, sometimes. Its just extremely disappointing to see they've landed themselves on the rogue lists. Hopefully they'll pull their heads out from their posteriors and begin making a concerted effort to bring their score back to reasonable and trustworthy levels. Meanwhile, I appreciated your efforts and experience delivered in such concise manners - Nicolas
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nirvana
2 months ago
you can always try submitting complaint at the forum: https://jswqzs.com/onlinecasinobonusforum/player-complaints
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Jambition
1 year ago
Great type of in depth analysis of the casinos payment experience. These in my opinion prove to be the most valuable types of write ups for a casino. It gives the entire picture from start to finish. The account verification time is super important because that is another factor before you even get to the withdrawal! Thanks...
Great type of in depth analysis of the casinos payment experience. These in my opinion prove to be the most valuable types of write ups for a casino. It gives the entire picture from start to finish. The account verification time is super important because that is another factor before you even get to the withdrawal! Thanks for doing this casino.
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Dodger G
1 year ago
This casino would be awesome and I would def play there if they had instant withdraw. They didn't even respond to me when I requested a new player bonus spins and never did get it now that I think of it
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Zellemamaflyazz
1 year ago
I am not happy with El Royale with as much as I have spent here I have never once made a withdrawal and their bonuses are below the threshold when paralleling to deposits. My old log in is VTG247
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kegegg
2 years ago
Unfortunately the same issue arise for VIP players otherwise this casino would be an A+
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Cat50
2 years ago
Wow thank you for the heads up. I have been looking for a new casino and reading reviews. This is very helpful.
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quball
2 years ago
I have deposited and played in all of this group of casinos in the past. When I have won and made withdrawal request always paid in 3 to 4 days with Bitcoin. One time they split a payment in 1/2 and sent the other 1/2 the next day. I deposited at Red Dog again 2 days ago and requested a withdrawal same day. To my suprise...
I have deposited and played in all of this group of casinos in the past. When I have won and made withdrawal request always paid in 3 to 4 days with Bitcoin. One time they split a payment in 1/2 and sent the other 1/2 the next day. I deposited at Red Dog again 2 days ago and requested a withdrawal same day. To my suprise I was paid the next morning. 06/10/2021 08:34 AM DF-BitCoins Withdrawal Approved! -$270.11 06/09/2021 11:46 PM DF-BitCoins Withdrawal Requested -$270.11
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leelb71
3 years ago
Seems to me it was a wait out game they play like other casinos hoping you would get tired of asking for your moneyand count it as a loss. ihave never deposited money in a casino yet not that i have not tried my two visa debit cards get declined i have enough money on them come to find out my bank does not allow deposits...
Seems to me it was a wait out game they play like other casinos hoping you would get tired of asking for your moneyand count it as a loss. ihave never deposited money in a casino yet not that i have not tried my two visa debit cards get declined i have enough money on them come to find out my bank does not allow deposits at online casinos for a law breaker like me lol. so i started looking into bitcoin wallet i got one the other day its a BRD the system seems simple enough was trying to figure out where to get BIT/ BCH for not paying to much in fees. started a download of another wallet BLOCKCHAIN but ran into problem they were not confirming my email every time i would send there link back it was not showing on there side but yet they were pushing me to bye BIT/ BCH so i put it on hold for now until they fix the problem anoybody hav a idea ??? this is my firs time responding on this great site thank you for all the bonus codes im sure the casinos dont like it very much seeing i have not made a deposit yet but i will nice talking to all of you i am from UNITED STATES TEXAS its not easy to play when your own banks against you
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Vindict
3 years ago
El Royale attract many players with lucrative no-deposit bonuses or free-spins. I signed using such an offer. The site looked good and professional and it seemed legit at first sight. I'm actually glad that haven't made a profit back then. Apparently they aren't willing to pay the winnings even of serious depositors easily....
El Royale attract many players with lucrative no-deposit bonuses or free-spins. I signed using such an offer. The site looked good and professional and it seemed legit at first sight. I'm actually glad that haven't made a profit back then. Apparently they aren't willing to pay the winnings even of serious depositors easily. The verifications and withdrawals shouldn't be such a hassle.
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Lekeok07
3 years ago
Its like they make deposits instantaneous but payouts an eternity..
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notorious_rocky17
3 years ago
First of all thank you for giving us the heads-up but more importantly thank you for going out of your way and actually investigating and trying it first end instead of just going by hearsay. LCB you truly are for the players
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nirvana
3 years ago
way too long to get your cashout , and no player should be expected to jump through hoops , and in fact all these casinos should make it as easy as possible to get paid. period
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bridgetjones
3 years ago
Journey indeed! They did pay out the earnings in the end, but still, one definitely should stay with the casinos that have a good name, pay the players, and respect the players.
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Bubbles12
3 years ago
This was a journey! Wow!
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