The player from Australia had won $124.70 from a $100 free spin buy-in, but the casino did not award his winnings, claiming he had closed tabs, which he denied. Customer support refused to refund his initial buy-in, despite him being a VIP member. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player to their inquiries, resulting in the complaint being closed. The player retained the option to reopen the complaint in the future if he wished to continue communication.
Royal Reels Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: A$124
Royal Reels Casino
Safety Index:HighCase summary
Discussion
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7 months ago
I purchased a $100 free spin buy in and won $124.70. I was not awarded this win. Their excuse was closing tabs and open ending other tabs which did not happen. When the win screen came up I clicked to continue play to find no winnings awarded. Customer support refuse to refund my initial buy in. I won fair. I didn't cheat,(if that's even possible). I'm a VIP member and expect better service than this.
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7 months ago
Dear Nachonumber1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Royal Reels Casino.
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.
- Do I understand correctly that you only experienced this once with one specific game?
- Do you happen to have a video recording or screenshots showing this incident?
- Has this game session and its result been recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Katarina
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6 months ago
Dear Nachonumber1,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
