Royal Reels Casino - Player's account has been closed and funds confiscated.

Royal Reels has unfairly closed my account and confiscated my funds despite the fact that I followed every KYC instruction they provided, submitted all documents they requested, and repeatedly clarified misunderstandings regarding crypto wallet verification.

After telling me my documents were sent to their Payments Team for final verification, they suddenly closed my account claiming "failed KYC" and "terms violations" but provided no explanation, no evidence, and no chance to correct anything. Their behavior strongly suggests intentional obstruction and misuse of KYC as a reason to confiscate winnings.

Full Timeline of Events

1. Initial request for KYC verification

Royal Reels asked me to provide a transaction statement for my ETH address.

I explained that my MetaMask wallet was new and had no transactions yet.

2. Repeated requests for impossible documents

Royal Reels demanded a "crypto wallet statement" showing:

my full name

my email

the wallet address

I repeatedly explained that MetaMask is a non-custodial wallet, meaning it does not issue personal statements with names or emails.

I still provided everything they requested, including:

Wallet address

Etherscan transaction report (even though the wallet had no transactions)

Additional PDF statements for all four requested addresses (ETH, USDC ERC20, BTC, USDT TRC20)

They kept insisting on documents that do not exist in the crypto ecosystem, showing they lacked understanding of how non-custodial wallets work.

3. Mixed signals from support

Multiple different agents responded, often contradicting previous messages.

At one point they said:

"Thank you for providing the requested documents. They have been submitted to the Payments Team for verification."

This clearly indicates they considered my documents valid.

4. Sudden reversal & account closure

A few days later, without warning, they sent:

"Your account has been permanently closed and the funds confiscated due to failure to complete KYC and violations of our Terms & Conditions."

They refused to explain which terms were violated.

They ignored the fact that all documents were submitted.

They provided no evidence, no reasoning, and no resolution path.

I am asking Casino Guru to help me achieve the fair and correct outcome:

Reopen my account

Complete the withdrawal that I am rightfully owed

Provide a transparent explanation of their actions.

I can provide:

All email correspondence

All PDF statements I submitted

Screenshots proving they accepted my documentation for review

Their final message closing my account without explanation

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live 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 verification requirements and the justification for account closure? Also, please include your responses to the casino as evidence. 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

I played at the casino for about 4 months, occasionally quite rarely. It was blocked at the beginning of this week.

I played slot games.

Yes, I had a bonus.

I sent the emails 🙂

They do not seem to understand that:

Cryptocurrency wallets are not accounts like bank or exchange accounts.

They are simply blockchain addresses, similar to a public mailbox number.

A wallet address:

Is created mathematically (from cryptographic keys)

Exists directly on the blockchain

Does not store personal information

Because of this, a wallet address cannot contain:

Email addresses

Names

Phone numbers

IDs

The blockchain only records:

Wallet addresses

Transactions

Token balances

Timestamps

There is no field on Ethereum (or any blockchain) where an email could be stored.

How can they offer crypto services and not know the basics of crypto? Then just ban you when you inform them about this.

Dear osmanozz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Romi let me know if you need anything from me. This is absolutely insane what they are doing to me.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Royal Reels Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the whole situation?

Thank you in advance.

Respectfully,

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.

Surprising...

Dear user,

I apologize, 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