Royal Coala Casino - Гравець вважає, що виплату відкладено

Dear Casino Guru Team,

I’m submitting this complaint regarding ongoing issues with Royal Coala Casino (royalcoala24.com), a sister site of BetsBunny.io (a platform I’ve previously used without withdrawal issues).

On July 28, 2025, I requested a withdrawal of €700 using cashback funds. I fully met the bonus terms as outlined by their support agents, including:

Wagering requirement: €1,250.25 (fully completed)

Maximum stake during wagering: €5 (I never exceeded €4.50, mostly wagering around €1.25 on Belatra’s "Blast the Bass" and Pragmatic’s "Big Bass Hold & Spinner")

Max allowed winnings: €1,000.20

Minimum deposits clause: I’ve made at least 3 deposits to this casino, shown in my account history (screenshots provided).

Despite following all bonus conditions and verifying my account in the past, I was again asked to submit additional documentation including:

A selfie holding my ID

A bank statement from the past 3 months

This comes after already providing KYC documents previously and being verified. Now I’ve been told the withdrawal could take up to 3 working days to be processed, followed by another 1–3 days to receive funds. Based on prior experience, I’m concerned this will result in further delays or stalling tactics.

I believe I’ve acted in full compliance with their terms. I’m providing screenshots of:

The exact wagering requirement and stake cap as confirmed by their support

The deposits made

The withdrawal request and correspondence timeline

At this stage, I’m seeking your help to ensure my winnings are paid without further delay or obstruction. Thank you for your time and assistance.

Kind regards,

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I am providing an important update regarding my complaint against Royal Coala Casino.

After completing full KYC, including ID, selfie, and bank statement, I requested a withdrawal of €475 on Wednesday, 30 July 2025. The casino confirmed my documents were verified, and there were no outstanding issues.

However, after several days of no movement and vague updates blaming "increased workflow," I received an email stating my withdrawal was cancelled and the €475 removed from my balance due to an alleged breach of their Terms & Conditions. The reasons listed were extremely broad — covering VPN use, forged documents, bonus abuse, or other violations — but no evidence or specific accusation was provided.

I deny all of the accusations:

I did not use a VPN

I did not submit forged documents (they were approved)

I followed all bonus rules including max bet limits and withdrawal caps

The casino has since refunded only €25 back to my account — a completely arbitrary amount that further suggests this is a bad-faith confiscation.

To make matters worse, live chat support has refused to discuss the issue, saying it’s "not their department."

This feels like a stall tactic followed by a blanket excuse to avoid paying legitimate winnings. I’ve also previously withdrawn without issue from their sister site (BetsBunny.io) using the same documentation.

I respectfully request Casino Guru to push for either:

The full €475 to be paid

or

Clear, documented evidence showing exactly what rule I supposedly violated

Thank you for your continued support.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No I never received it, they said their decision was final whilst never explaining which part of their terms and conditions I broke, I asked numerous times what exactly did I do wrong but they refused to tell me.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify whether you played casino games or sports betting on the platform?

Just to clarify, are you absolutely certain that none of the issues mentioned by the casino apply to you — such as using a VPN, submitting forged documents, or violating any bonus terms?

To proceed, I kindly ask you to forward all the communication with the casino, as well as the documents you submitted for verification (ID, selfie, bank statement, etc.) to my email: [email protected].

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

I played slots exclusively.

i had no need to use a VPN as all games were accessible and didn’t even attempt it, i can assure you I didn’t use "forged" documents.

i ensured the terms of the bonus via live chat and did not go above the stated max wager and didn’t play restricted games.

i dont have the correspondence anymore, deleted it all in frustration.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Thanks

Hello there,

Thank you Helterskelter22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Coala Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Helterskelter22,

I have tried to contact the Royal Coala Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter