CryptoRoyal Casino - Player’s account has been closed after withdrawal attempts.

These people are scammers! I made a withdraw of 1500 and they sent me through KYC. No problem, submitted my ID. Then they wanted a pic of me with my ID, no problem. THEN THEY WANTED A NOTARIZED LETTER TO VERIFY I AM WHO I AM. AGAIN, NO PROBLEM.

Got an email next day saying under review. Withdraw canceled. Fine. Were reviewing my info they said. Account inaccessible and a few days ago just checking to log in…showed as account closed. I followed up -at least 10 times to inquire after their "verifying email" AND TOTALLY GHOSTED

These people are 100% not trustworthy and will blow you off just as they did me. Find a place you can trust, because these guys have showed me they can’t be trusted.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CryptoRoyal Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify when the casino asked you to pass KYC and when you provided the last document?
• Did you upload the documents directly to your casino account or send them via email?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?  

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.  

Best regards,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi,

They asked for my KYC info on 7/25 after making a WD request.

they received that and asked for a selfie w my ID which I submitted on 7/28

They received that and then asked a notarized document showing my ID, which I also sent them the day of their request (7/29)

7/30 they said withdraw denied, account under review, my access was restricted.

I have made 6 separate requests as follow-ups asking about a status and they have failed to respond to any of them.

All request for documentation was done by their end via email, at their request. There was no portal for submitting anything as the site said "there is nothing for verification needed"

I played no casino games, only sports betting.

I also did not take any bonus on my deposit.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

All info was sent to that email yesterday morning.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) 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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CryptoRoyal Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CryptoRoyal Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologise, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi