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 [email protected], 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