RoyalGame Casino - Player is having verification problems and delayed withdrawals.

I made 3 withdrawal requests over a week ago and they asked me to verify on their website. I sent in the things they asked for (a selfie with website showing, and a proof of address). The verification section of their website then asked me to verify again but this time it did not show what documents they wanted and there was no verify button.

I went to live chat and they told me to email [email protected], I emailed them and heard no response back for days and live chat is giving me the run around. I am still trying to verify my account so that I can withdraw but their company does not respond via email.

Dear spencerkong1993,

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

Please understand that the KYC (Know Your Customer) process is a critical step for casinos in verifying that the funds are being sent to the rightful owner. Since casinos don’t have the ability to physically meet their players, this process ensures that they are complying with legal requirements and protecting players. This verification process may take a few working days, as it’s important for all the details to be thoroughly reviewed.

• Could you please clarify when exactly you emailed the casino regarding the additional verification?
• Also, have the documents you uploaded to your casino profile been approved by the casino?
• Lastly, were all the required documents submitted in the correct format and as soon as possible?

We hope to assist you in resolving this issue as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

Update:

Veronika has kindly taken it upon herself to mediate between me and RoyalGame.com

They have asked for several documents, all of which I have provided.

1: Drivers license and selfie

2: Proof of address

3: Passport and selfie

My account has been locked in the meantime, I have done everything that the sportsbook has requested thus far.

RoyalGame will not respond to any emails that I send them but appear to be speaking with staff at Casino Guru.

Please close my complaint, my issue is resolved thank you. I want to give RoyalGame casino a 5 star rating. This is a trusted casino.

Dear spencerkong1993,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru 

This issue was not resolved, a Veronika emailed me from [email protected] claiming to be mediating between me and Royal Game, I sent this person my ID, passport, bank statement as well as $2,099 USD. She told me that Royal Game said I had to leave a good review and resolve my case before they can send me my money. I did everything that was asked and was told to send $2,099 USD to Royal Game via a random bitcoin address. I sent the money and heard nothing back via email.

Please help me understand what is happening.

We’ve reopened this complaint at the request of spencerkong1993. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player submitted additional information regarding his issue:

I made an account on Royal Game, was limited after running my account up to $14,800 CAD and they deleted all of my funds.

I tried to withdraw but they wanted me to verify, I sent in all of the documents they wanted via email but never got a response.

I made a complaint on Casino Guru and was emailed by Veronika using an email [email protected] and she told me that Royal Game wanted several documents which I provided (ID/Passport/Bank Statement etc).

Veronika then told me that I had to leave a good review and say that Royal Game was trustworthy for me to get my money, so I proceeded to do that and then Veronika then emailed me again saying that Royal Game was asking for $2,099 USD to be sent to their bitcoin wallet and once it was sent they would give me my $14,800 as well as the $2,099 USD. I thought this was strange but proceeded to send them the money as Casino Guru has a good reputation online.

After I sent it, Casino Guru asked me for money again and I responded back saying that I would not send anymore and that this seemed like a scam. As soon as I did that, Veronika closed my case on Casino Guru and stated that it was resolved even though it was not.

Royal Game still owes me $14,800 and now I am also out of $2,099 USD which was sent to a random bitcoin address.

I had to reset my password to get into my Royal Game account and all of my funds are gone. I went to live chat and they said to contact support which I have done but no response.

This is very shady and illegal, I'm not sure what is going on here but this needs to be looked in to. I have messaged Simon, Daniela and Matej about this via email.

Dear spencerkong1993,

Thank you for your patience, and we sincerely apologize for the distressing experience you've had. We fully understand how frustrating and unsettling it can be when your funds and personal information have been compromised. We're here to help you navigate this situation and ensure that the appropriate steps are taken.

After thoroughly reviewing your case, we regret to inform you that you've unfortunately fallen victim to a sophisticated scam. We want to clarify that we, at Casino Guru, are committed to providing free mediation services to players and never, under any circumstances, ask for any financial payments in exchange for assistance. The email address you mentioned, [email protected], does not belong to any legitimate representative of our company, and the individuals behind this address have been known to attempt similar fraudulent schemes involving both requests for sensitive information and financial transactions from unsuspecting users.

Please be aware that we use only official email addresses for communication. Any emails you receive from sources other than the ones listed in the complaint thread or from our official website should be treated with extreme caution.

We deeply regret to inform you that we are unable to assist in recovering the $2,099 USD that was sent to the Bitcoin address provided by these fraudsters. However, our priority remains to investigate your complaint regarding Royal Game and to help you resolve this matter to the best of our ability.

To continue our investigation, could you please answer a few important questions? Your responses will help us proceed with the investigation effectively:

• Did you, by any chance, share your account password or other sensitive information with the fraudulent email address, [email protected]? This is crucial in determining whether your casino account may have been compromised.
• After your interaction with the fraudulent email address, did you notice any unusual activity or blocking of your Royal Game account? We would like to understand if the scammers gained unauthorized access.
• Could you kindly forward any emails or correspondence between yourself and Royal Game regarding the verification of your account? My email address is [email protected]. This will help us determine if there was any legitimate request for documents or if any additional red flags were raised during your communication with them.

Please know that we are committed to doing everything in our power to assist you through this difficult situation. Once again, we are truly sorry for the frustration and confusion this situation has caused you.

I just bet on live hockey on the website

There was no trace of my $14,800 balance once I logged in. Live chat said my account looked brand new and they couldn’t see any history of my balance or previous bets. They basically deleted all of the money in my account.

Please forward me all the communication between you and the casino customer support regarding the missing balance from your account at [email protected]. Kindly include all the other evidence from your casino account that could be relevant to the investigation as well.

When I tried to log in with my s****@h*** email it said wrong password, so I clicked recover and reset it. When I signed in the account was completely brand new and wiped clean.

The scammer who messaged me pretending to be a Casino Guru consultant changed the email on my account using the selfie and ID that I sent him to [email protected] and I am unable to log into the account.

I have emailed Royal Game with 3 pieces of ID and a selfie to get them to change the email but they have not responded, emailed them several times. I need the email changed.

This Indian scammer is now messaging me every day trying to get me to send him more money and won’t give me the account back.

After carefully reviewing the situation, I regret to inform you that, unfortunately, we cannot assist you in recovering the funds or resolving the issues related to this case. The situation you are describing is consistent with an online scam, and it involves actions that go beyond our ability to mediate or resolve.

Please be aware that Casino Guru is not equipped to handle cases involving cybercrimes or fraudulent activities of this nature. Since your personal information was misused by a scammer, this falls under the jurisdiction of law enforcement authorities. We strongly recommend that you report the incident to the local police and your bank, as they have the legal authority and resources to investigate and potentially take action against the perpetrators.

As the circumstances in this case are outside of our scope of support, we must unfortunately close this complaint. We cannot hold the casino accountable for this criminal activity, as the responsibility lies with the individual who exploited your information.

We are truly sorry we could not be of more help on this occasion, and we encourage you to reach out to the appropriate authorities to pursue further actions. Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Thank you for your understanding.

Best regards,

Veronika