Royal Reels Casino - Player's deposit is delayed.

Deposited 2 days ago blockchain confirmed within 8 seconds have contacted Coinbase support who assured me that the payment was successful have contacted casino support who just keep saying they're investigating and will get back to me it shouldn't take this long never had any issues before been using this casino for years

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Bucky690,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Did you read my complaint? As I've already said I've contacted my payment provider (coin spot) who have told me the payment has been successfully processed on my end it's at the casinos end where it seems to have vanished

And as this is crypto there is no investigation im depending on the truthfulness of the casino to verify they have received the funds and I figured if I had someone to mediate it might speed up the process as I keep getting the same response from customer support

Thank you for your reply. To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support

My email address is veronika.f@casino.guru. I appreciate your patience and cooperation.

Payment provider was a phone call and royal reels doesn't save chats but I sent what I have.

Thank you for your email. However, I need a screenshot from your transaction history, not bonus history. The list of transactions can be found here:

I need to see if the deposit in question is recorded in your history.

Sorry

Can you see the problematic deposit in your transaction history? From the screenshot you sent here, there is only one pending deposit from 25 September, and it was not made by Crypto, but by card.

No there is no record of the deposit and royal reels is saying that the eth address is wrong however when I log into that site and go to deposit through ETA it comes up with exactly the same address that is in my coin base transaction list

Can you please send me a screenshot of the ETH address fully visible in your casino profile?

Also, kindly forward me the communication between you and the casino regarding the incorrect address at veronika.f@casino.guru.

Thank you for your cooperation.

I have

Thank you very much, Bucky690, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Royal Reels Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bucky690,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru