Royal Reels Casino - Player's deposit hasn't reflected in the account.

I deposited the following amount on the 28th of December 2023, nothing has shown up in my account. I’ve contacted royal reels team for quite sometime now and they said wait 7 business days for it to clear, so I waited and still nothing. I called my bank and they said it’s definitely sent through.

its now been 18 days, still no response from the team they just keep ending the chat.

Dear kaylaholi92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Dear kaylaholi92,

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.

Hi Nick,

I got in contact with my bank and they are saying I need supporting documents such as a receipt and a written email from myself to them to resolve the matter. I’ll send them off tomorrow, I was hoping ROYAL REELS would respond by now but still no response. I’ve sent numerous emails and still nothing.

Dear kaylaholi92,

You will need to forward them the payment confirmation in order to locate the lost funds. Please note that even after you send it, it might take up to a few weeks to fund the account.

Dear kaylaholi92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.