Royal Reels Casino - Player's account has been closed unexpectedly.

I have been playing on royal reels for a couple of years and they have always been good service.

With my previous withdrawal before this one I was asked to verify, bank statements, pictures of card ect.

It was an annoying process but I was told I wouldnt have to go through it again.

With this withdrawal straight away it was the same thing I sent them all the documents they requested and royal reels confirmed with me that they has received everything 6 days went by and I checked in each day with the progress and was told the KYP team had escalated the matter and was doing there best to resolved it.

On the 8th day I was told it would be resolved by the afternoon amd on the 9th day (today) I have woken up with my account blocked and unable to log in and all the requests for withdrawal cancelled and an email saying they didn't receive my documents so they have deactivated my account.

I was completely shocked. Iv emailed and asked what I can do to rectify the issue and ask what iv done wrong in the matter as they had stated numerous time that they had received all documents and have had no response.

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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 list which documents you were asked to provide during the KYC process?
• Do I understand correctly that the casino acknowledged receiving the documents they requested on the previous occasion you requested a payout?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the block of your account? Make sure the recipient and the sender of the emails are visible. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello thank you for your response on my case I have just received an email from royal reels saying that are permanently closing my account and I wont be able to hold one woth them im the future.

Im a single mum of three and have been playing with royal for about 2 years and I was shocked with the way I was treated regarding this withdrawal. 

For the past with withdrawals I was asked for my bank statments, card details, id.

Which I provided and the withdrawal was granted.

With this withdrawal I was asked for bank statments of which I provided.

I made a deposit with a bonus of which I played slots and wagered my bonus accordingly. As iv played with them for so long I know exactly how the bonuses work and made sure I did everything accordingly.

 I have attached some screen shots of just a few of the emails over the past week and a half with royal confirming they have received documents. And then the email saying they have decided to completely close my account. 

I do have more evidence i have sent to you via email.

Im incredibly upset this has happened right before Christmas I know its unprofessional to say but I was planning to use the win for that. 

So iv been really dissapointed with royal reels.

Kindest regards Stephanie ****

Hey guys just wondering if anyone was able to look into my issue with royal reels?

Kindest regards Stephanie

Dear StephanieLH,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello there,

Thank you StephanieLH 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 Reels Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Hi all, will get in touch now with our CS to understand what happened on our side clearly.

Thank you for responding royal reels.

I hope this issue can be resolved i am a long time player with royal reels.

Its very sad to not be able to access my account or winnings because of miss communication 😕

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter