Royal Reels Casino - Player's game session is frozen.

I was in a bonus on royal reels playing the game tomb of Gold and then it froze and what I could remember on the screen it said $92× not sure what but it just froze and wouldn't load back up again and report to them they told me to delete my cache and cookies and restart my phone and if that doesn't work to try from another device and I am still having no luck so I am not sure what to do now if you could please help me thanks.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

If we have no evidence of funds not being credited to your player's balance, we won't be able to confront the casino.

• Do I understand correctly that you only experienced this once with one specific game?
• Have you checked your game history for the result of the game round in question?
• Have you contacted casino support and provided exact information about the game, time of the incident, game round ID( if available), for them to launch an investigation?

Thank you very much in advance for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Dear Tommy87,

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.

Na my issue haven't been solved at all so I don't know what else to do from here.

Thanks for your reply.

In a similar situation, we would only recommend that you follow the support's recommendation, which are all standard and sensible steps to take in a similar situation. If the casino didn't credit you with winnings you believe belong to you, I would recommend you try contacting the game provider directly.

Sadly, the provided information doesn't suffice for us to confront the casino regarding the issue of missing winnings. Please let me know if there is any evidence or information I might have overlooked; otherwise, the complaint will be closed.

Dear Tommy87,

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.

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

Dear Tommy87,

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,

Tomas