Royal Reels Casino - Player is unable to load a specific game.

So i had about $900 on my account. it was the 4th of July 2025 i started playing a new game called "tomb of gold 2"

got spins on $4 bet, i was getting wilds fast and extra games on games. i had 8 spins to go and the multiplier was at X12! then the game stopped loading. i refreshed and it wont load and still hasnt loaded 3 days later.

i have cleared my cookies and data. logged in and out and tried other devices. also had a friend log on using my device and play the game and it was working fine instantly on his prfile on my device...\

i havge contacted customer suppost 5 times about this. i get generic replies with no info at all.. that they are having PLAYNGO issues at the casino. but i can play every other playngo game and everyoen i know with an account can play the game that is permanently not loading for me

Hello

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Reels Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise what the disputed amount of A$1000 refers to in your situation?
• Have you checked your game history? Is the record of the game round you played recorded in it?
• Have you contacted casino support and asked for assistance? What response have you received?

Thank you very much in advance for your reply.

Best regards,

Tomas

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

Thank you for your patience, and stay safe.

Hey Tomas.

The thousand was a rough guestimation of what probably walked away with. i had to put a figure there and that was it, wouldnt let me put a "?"

i have looked at the player history and then clicked on game play and im not sure what info i gain doing so... it only lists my balance, bet amount that spin and the result. and tbh its nopt very helpful...

i have conitacted support a total of 6 times. evry time i get a generic respose no matter how i ask..

eg.Support

Hello there! Need help? Reach out to us right here, and we'll get back to you as soon as we can!

hello, hopoe ur well. i ahve contacted your team many times on this issue but thought ill try agaoin...... on the 4th of july atb around 1130am - 1140am i won the free spins feature on "TOMB OF GOLD 2" wagering $4 a spin,,, with 8 spins remaining and the wilds multiplier at X12 the game glitched and would not finish a spoin...... i refreshed but couldnt load it.... i have cleared cookies and cashae data, logged in and out, tried numerous devices..... i had a friend go onto 2 of my divices and log into their profiles and use that gamwe strraight away no issue. andn im ablke to load any other "PLAY N GO" game jus fine. so its in i9ssue with that specific game on only my accout, during a good set of free games.

can u please let me know what the issue is, will in recieve my spins and any time frame in swhich this will ahppen pls

8 minutes ago

Kai

Hi Alison ,

Thank you for contacting customer support! My name is Kai, and I'm here to address any questions or concerns you may have.

Please allow me to look into your query as stated above.

Thank you for reporting this. This has been already flagged for checking. Please note that game will continue from where you left off when you access it again. For the meantime, please feel free to check other games available in our website lobby. Thank you.

please dont end chat

i neeed more assistance'

when nwill that be \

6 minutes ago

Kai

Okay. Please specify on how we can further assist you. Thank you.

its been days

its a problem wiht my gaming on that specific game howlong cohld it take

6 minutes ago

Kai

Unfortunately, we cannot specifically tell that since the investigation is ongoing.

well have they identifuied the issue?

i have an open case with casino guru

6 minutes ago

Kai

Upon checking, no latest update from the technical team on this., but we are constantly checking this with them.

i would like someomore helpful info plz

i feel a little let down

i put like 1000 a day in

and now i ahve a big win and there is a problem

4 minutes ago

Kai

We will keep players posted for updates as soon as we received them Alison.

but there must be some indication

this is all the money i have to play with

im the only one this is happening too

2 minutes ago

Kai

As of now, there is no ETA yet on when the game will be fixed, but the tech team is continuously working on it. This is not an isolated case as we have received reports from other players with the same issue.

well its not happenong to alot of poeple cuz im in contact with alot of players

through forums and such

why cant i jus play the game and finsh my spins plz

2 minutes ago

Kai

Yes, that may be the case but still there are others experiencing it that's why it is being checked.

ok they have bneen checking for 4 days now what have they found

a minute ago

New Messages

now

Kai

As stated above, no update yet from the tech team as the investigation is ongoing.

let me know if theres any more info required

thanx GURU 🙂

*UPDATE*

i spoke with customer service again, they were surprised the game was not working for me as alll PLAY N GO gaming issues have been resolved... everyones except for mine

Thanks for your patience.

You wrote:

i have looked at the player history and then clicked on game play and im not sure what info i gain doing so... it only lists my balance, bet amount that spin and the result. and tbh its nopt very helpful...

Would you be able to share a screenshot of the information available to you?

Please note, we won't be able to ask the casino to ask you to credit hypothetical winnings. If the information regarding the result of your spin isn't recorded in your player's history, the result found on the server of the game provider is key information.

Kindly also forward the responses you received from support regarding the investigation of the game round in question.

Send the information to my email at tomas@casino.guru or share it as screenshots here. Kindly share the evidence in a format other than plain text.

Im not 100% sure how to read these but im pretty sure my free games aren't listed.... meaning im probably out of luck

also I now.have a $4000 withdrawal pending from there and its longer then it normally takes... hope its nothing to do with my complaining

I understand your dissatisfaction.

Sadly, we won't be able to act on the issue regarding the missing winnings.

Please let me know whether there were any obstacles in receiving your payout. If you require our intervention regarding the matter, please forward your interaction with casino support, trying to resolve the issue first.

Send this information to my email a tomas@casino.guru, so I may review it.

Looking forward to your reply.

Dear aprilb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru