The player from Germany reported the unjustified seizure of €22,500 by Royal Casino after successfully completing wagering requirements for a welcome bonus. Despite the casino’s acknowledgment that some funds were considered real money, they claimed that subsequent winnings were subject to the maximum bonus win limit, leading to a conflict with the terms and conditions. The player sought support and clarification on the matter, as well as the return of his funds. We were unable to verify the casino’s claim because Royalen Casino did not cooperate or provide any response to our repeated requests. As a result, the complaint was closed as unresolved, with the casino’s lack of cooperation and apparent absence of a valid gambling license limiting further escalation.
Royalen Casino - Player's winnings have been confiscated.
No reaction
Black points: 2,447
Amount: €22,500
Royalen Casino
Safety Index 3.7 LowCase summary
Translation
Dear CasinoGuru Team,
I am filing this complaint against the Royal Casino for the unjustified seizure of €22,500 from my player account.
Here is the exact chronological sequence of events:
1. I have claimed the 2nd welcome deposit bonus and have successfully and fully met the wagering requirements (40x wager).
2. After completion of the transaction, the system automatically converted my balance (of €2,000) into my "available balance" (real money). This amount was entirely below the maximum bonus win limit of €5,000 stipulated in clause 6.7.
3. To test the account, I requested a withdrawal of €500, which was approved and paid out by the casino without any problems.
4. I then started a completely new, independent gaming session with my remaining real money balance of €1,500. During this session, I won a total of €27,000.
5. The casino rejected my next withdrawal and confiscated €22,500 on the grounds that the maximum win limit from the bonus still applies to all subsequent winnings.
The contradictions of the casino:
In their second email (ticket ID: 2C99G1), support explicitly wrote: "The amount of money remaining in the balance is now considered real money [...] so any new winnings achieved after the last balance correction will not be considered bonus money."
This is completely contradictory. The casino admits that the money becomes "real money" after a manual correction, but refuses to acknowledge that the money was already official real money immediately after the automatic system conversion. They arbitrarily applied the maximum bonus win limit of €5,000 to winnings earned in a separate session long after the bonus had expired.
According to sections 3.1 and 6.9 of the terms and conditions, bonus rules only apply to active bonuses. My session was played exclusively with unlimited real money.
I took screenshots of my original and current balances, as well as of my profile with clearly identifiable personal information, as proof. I also saved today's chat history and both messages from customer support with their contradictory explanations.
A complaint was submitted to the Kahnawake Gaming Commission on July 2nd, 2026, using a form!
I request support, investigation, and clarification of this case and thank you.
Best regards
[Redacted]
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Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Royalen Casino. Please allow me to ask you a few questions so I can better understand the situation.
Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
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
TranslationHello Attila,
Thank you very much for the prompt processing of my complaint. Here are the answers to your questions:
1. Were you informed at any time that the bonus terms and conditions would continue to apply even after the wagering requirements had been met?
No, not at any point. On the contrary: the system indicated that the bonus had been successfully completed after the wagering requirements were met. Furthermore, customer service confirmed in writing via email (ticket ID: 2C99G1): "The remaining balance is now considered real money [...] so any new winnings generated after the last balance adjustment will not be considered bonus money."
2. Could you please confirm whether your casino account balance is split between real money and bonus funds?
No, the balance was not split. After fulfilling the wagering requirements, the entire amount was fully transferred to the real money balance. The bonus balance was €0 and there was no longer any active bonus commitment in the system.
3. Was the balance you continued playing with displayed as "withdrawable"/"real money", or were your winnings still shown as bonus balances?
It was clearly displayed as withdrawable real money. That it was freely available real money is irrefutably proven by two facts:
1. I was able to request payouts immediately after the conversion.
2. The casino successfully and without any issues paid out my first withdrawal of €500 to my bank account from precisely this balance. Only after I subsequently achieved a large win on the slots was the remaining real money blocked and confiscated.
I have all the relevant screenshots (the system conversion, the support confirmation email, the slot win, and the payouts already received) and will gladly upload them here in the ticket if needed.
Best regards,
[Redacted]
TranslationAdditional information / Important information regarding my case:
Dear CasinoGuru Team,
I would like to add details of the exact sequence of events and the precise amounts to my case:
The precise procedure after fulfilling the wagering requirements for the 50% bonus for the 2nd deposit from the welcome offer was as follows:
1. After the successful transaction, my balance was initially around €3,000-€3,400 (I unfortunately don't remember the exact amount, but it was definitely below the €5,000 limit).
2. I continued playing with this converted money. With an account balance of €1,000.30, I then requested an initial withdrawal of €500, which was successfully processed and paid out by the casino.
3. After that, I requested a second payment of €500.
4. Afterwards, I had two free spin packages available (one with 100 free spins and one with 25 free spins), which I used. One of these free spin packages was completely lost ("Lost") during the wagering requirements, while the other was successfully wagered ("Wageling requirement met") and resulted in a converted real money balance of approximately €150-200.
5. I continued playing with this money until the account balance finally reached exactly €0.07. At this point, according to the system, all bonuses were set to "Fulfilled", "Lost", or "Completed".
6. Only then did I cancel the pending second payment of €500.
This money was credited back to the remaining €0.07 real money balance. It was therefore 100% pure, unrestricted real money, which was used to achieve the subsequent large win.
I'm uploading the relevant screenshots here as proof.
If you need more, please let me know.
They prove in black and white that at the time of the win, absolutely no wagering requirements remained outstanding and the system itself had properly closed all bonuses.
Thank you for your work!
Best regards
[Redacted]
TranslationMore screenshots:
I have also included/uploaded these 4 screenshots here to illustrate the logical contradiction of the casino:
Chronology and evidence:
Wednesday, July 1, 2026: This screenshot shows my balance of €500.30 immediately before requesting the second withdrawal. The system clearly indicates: "Blocked by bonus: 0". It is therefore demonstrably real money at this point.
Thursday, July 2, 2026:
1. 02:24: The €25,000 win was achieved on the slot "Big Bass Splash". At this point, according to the system, the balance was already pure real money and not blocked by a bonus.
2. 02:52: The casino reacts "panically", manually deducts the winnings and sends a standard rejection.
3. 03:20: The casino sends a second email, apologizing for the misunderstanding and confirming in writing: "The amount of money remaining in the account balance is now considered real money... so any new winnings achieved after the last balance correction will not be considered bonus money."
The casino is contradicting itself. The winnings (at 2:24 AM) were achieved with the funds from the cancelled second payout – precisely the money that the casino, according to its own system, had already officially declared as "real money" and "not bonus money" the previous day (July 1st) and in its email at 3:20 AM.
They therefore confiscated the winnings completely unjustly after the fact.
Thank you again for your support.
Best regards,
[Redacted]
TranslationSummary of chat history with "Royals" (July 6, 2026)
Reason for the conversation: I am inquiring about the status of the withheld winnings and point out that the case is already with an authority and CasinoGuru.
Casino's argument (support employee "Sadie"):
The casino stubbornly insists on its bonus terms and conditions, according to which winnings from bonuses are capped at a maximum of €5,000.
The casino claims that the large win was achieved with bonus funds and therefore considers itself entitled to retain the remaining amount.
My counter-argument :
I vehemently disagree and reply that the balance before the big win was already pure real money. The win was therefore achieved with real money.
The crucial error of the support team (contradiction):
The employee is urging me to immediately withdraw the remaining balance of €4,000.
At the same time, support threatens with the following statement: "If you continue playing with the €4,000 balance and win more, further winnings will be confiscated too."
Conclusion of the arbitrariness :
This incident demonstrates the operator's absolute lack of integrity and arbitrariness.
If the remaining money is declared as "real money" in the official email, which can be used to continue playing regularly and whose subsequent winnings are legitimate, the support team in the live chat must not simultaneously threaten the unlawful confiscation of future winnings in order to exert pressure and force an immediate payout.
Screenshots of chat history:
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested. Thank you for your understanding.
Dear luckypunch777,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Royalen Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Royalen Casino,
Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
TranslationHello Samuel,
Thank you so much for your effort.
Brief update (July 10th):
I just received a probably automated email from the casino (screenshot attached).
Best regards
A. Soylu
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationHello Samuel,
I would like to add one more point before the casino responds to the complaint: On the platform casino-groups.com, Royalen Casino is associated with several operator/payment networks ( e.g., Novatrix SRL, Aveazure SRL, Stable Tech NV ) – Links:
https://www.casino-groups.com/aveazure-srl-casinos/
https://www.casino-groups.com/novatrix-srl-casinos/
https://www.casino-groups.com/stable-tech-nv-casinos/
Should this case remain unresolved, in my view there is a risk that the resulting reputational damage will affect not only the royals themselves, but also the linked brands mentioned therein – regardless of whether they are operationally independent.
I wanted to provide this as background information.
Hello luckypunch777,
thank you for the additional information.
I have made another attempt to establish communication with Royalen Casino regarding this complaint. Unfortunately, I have not received any response from their side so far, so we will need to wait and see whether they decide to participate.
Regarding the licensing matter, based on the information currently available to me, Royalen Casino does not appear to hold any gambling license, and I also could not find that the casino officially represents itself as operating under any specific license.
However, if you have evidence showing that the casino presents itself as licensed or regulated (for example, screenshots of license claims, displayed seals, or any other relevant information from the casino website), please share it with me. I will review the evidence and take it into account if it is relevant for this complaint.
Thank you for your cooperation.
TranslationHello Samuel,
Thanks for your feedback.
Regarding your question: I couldn't find a license seal or any specific license information on royalen.com itself. However, for additional context, I'm including four other casinos with very similar layouts or missing license information, which, like Royalen Casino, are also listed with the aforementioned providers:
RonyCasino: https://www.ronycasino.com/de/partners
For example, Casino-group is even shown as a partner here.
Foxslots Casino: https://www.foxslots.com/de
Reverplay Casino: https://www.reveryplay11.com
Betnjet Casino: https://www.betnjet7.com/de
These casinos also failed to provide a specific, verifiable license, instead using vague terms such as 'international license' without a number or issuing authority. This may indicate a larger pattern within this type of casino.
Ronycasino:
Foxslots:
TranslationHello Samuel,
I would like to point out that since the casino's response deadline expired, I have received no feedback regarding further action. Especially since the casino has failed to issue a public statement despite repeated requests, I would have appreciated a brief update on the next steps.
Could you please let me know how the complaint is progressing and whether the casino has provided any feedback outside of this thread?
Thank you.
Hello Ali,
thank you for your message and for the additional information.
First of all, I apologize that I was not able to provide you with an earlier update regarding your question.
Unfortunately, I have not received any response from Royalen Casino, despite my attempts to contact them regarding this complaint. I also have not been able to establish any communication with them outside the complaint thread.
Regarding your remaining balance, I have to be transparent that I do not have access to the casino's internal decision-making or the exact details of your account. Therefore, I cannot guarantee what the casino may do with the remaining balance.
However, based on the information currently available, it appears that the casino may have applied a bonus-related limitation, and the remaining €4,000 could potentially represent the rest of your balance after applying the relevant bonus terms. If you currently have the possibility to withdraw the funds, I would personally lean towards attempting the withdrawal rather than leaving the balance at the casino, especially considering that we have not received any cooperation from their side.
At this stage, I will unfortunately need to close the complaint as "Unresolved" due to the casino's lack of cooperation. As mentioned previously, based on the available information, Royalen Casino does not appear to hold a valid gambling license, which also limits the possibilities for further escalation through an official regulatory body.
I am sorry that I cannot provide you with a more positive resolution in this situation. The casino's lack of cooperation will also be reflected negatively in its Safe Index rating.
Thank you for your patience and cooperation throughout this process.
Samuel,
Casino Guru
