Royal Reels Casino - Player’s account has been closed.

I deposited $75 and won $300. Ive not had problem withdrawing before but ive had to verify my identity in KYC verification process.

Ive explained to the casino I was in the middle of a move from one town to another, due to severe domestic

Violence and id only had my old license card what had only expired a couple days beforehand.

After weeks of stress, I finally received mt new licence card in the mail and they shut my account down and said they decided i was unable to get winnings and it was final and I had to just take it.

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.

Dear Silla83,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that you already have the new ID? Have you provided it to the casino?
• Have you submitted any other documents to verify your identity, and have they all been approved?

Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi, yes ive provided the identification, only ti have my account restricted and blocked

My son also has submitted complaint because he used my bank card to deposit and ive signed a statutory declaration stating that I authorized the transaction. My friend, who is a lawyer said that a statutory declaration is sufficient to prove the deposit was a legal transaction. My son won $1500 and after a week of being asked for his license, which he sent many times and his bank statement in pdf format and his own card for future deposits, he was blocked and winnings confiscated.

Ive provided my identification but ut wasn't approved it was automatically restriction on my account.

Omg I'm so angry that they get to do this and get away with it.

I suspect they will not reply if you contacted them.

Is there any other way we can get our rightfully won money?

Ombudsman?

Please help.

Thank you for your reply. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Could you please confirm that you deposited into your casino account using only your own payment method?
• When exactly was your account closed?

Did you receive any explanation from the casino regarding this situation? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.

Thank you in advance.

Dear Silla83,

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.

Hey,

Yes I can confirm my deposit was using my own payment method. My account was closed when I provided my new license card once I received it in the mail. That was about 2 weeks after I had requested the withdrawal. The account was automatically blocked and I was left wondering why.

Dear Silla83,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Royal Reels Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Royal Reels Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Kristina