Royal Reels Casino - Player’s account has been restricted after a win.

Dear Casino Guru Team,

I am writing to formally request your assistance regarding the restriction of my account at Royal Reels.

My account was restricted shortly after a win of approximately AUD 2,500. Prior to this win I had experienced a period of losses.

The reason provided by Royal Reels is that my account was closed due to an alleged violation of their Terms and Conditions, specifically under the Deposit / Withdrawal / Money Laundering policy (Clause 2).

All of my deposits have been made using bank cards and cryptocurrency. The majority of my withdrawals have been processed via cryptocurrency, with only one or two withdrawals sent to my bank account.

Over the course of several years of play I have deposited thousands of dollars and have withdrawn a total of less than AUD 13,000. Withdrawals have generally been processed smoothly, though occasional delays have occurred.

My account is fully KYC verified.

Prior to the restriction I attempted approximately ten deposits using my bank card, all of which failed. Upon contacting my bank I was advised that the transactions had been blocked for security reasons. Once the matter was resolved with my bank I was able to complete a successful deposit. Shortly afterwards I recorded a win of approximately AUD 2,500 and initiated a withdrawal. After waiting approximately one week I logged into my account and discovered that it had been restricted.

Royal Reels has declined to provide any further information or assistance beyond the screenshots already supplied, and has refused to elaborate on the specific nature of the alleged violation.

I would be grateful if Casino Guru could review this matter and provide whatever assistance is possible.

Thank you for your time and consideration.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether the payment methods you have utilized are registered in your own name?
• What was the timeframe between your successful deposit and the subsequent restriction of your account?

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,

Attila

Good Morning,

Yes payment methods are all under my name.

The timeframe from deposit to account restriction was roughly 7 to 14 days.

Thanks for responding to my issue.

Not sure if this is useful information but I also play on Royal Reels "sister sites" Betzillo and ThePokies with the exact same deposit methods, kyc, phone number and email as Royal Reels but my accounts are still active with them.

[Redacted]

Hello Samske92,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Attila,

Thank you for the update. I appreciate you extending the timeline by 7 days. Looking forward to hearing from you once you are back.

[Redacted]

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.