RoyalGame Casino - Player's deposit has been delayed.

Evening polls.

I made a deposit through Bizum of 300 euros and it was not deposited, I contacted them from the first moment I have sent them everything they have been asking me for each day, different documentation was missing, I contacted my bank with Bizum I sent them everything they asked me and still the money is not deposited or in my bsnvo I have all the documentation all the conversations from the first moment that this problem occurred and they give me the runaround and tell me things that I do not know, they are not true, I have all the documents and screenshots of the conversations I have had as well as more than twenty emails

Dear montsea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Good morning.

I spoke to the casino this morning and they gave me a positive response after so much struggle. I hope it's true because they've always said nice things to me and then, day after day, they demand a new document or put up a new obstacle.

The truth is, I'm telling the truth and I'm not lying. I'm not like that. I've attached screenshots of the conversation. Thank you very much for defending the truth, thank you for your work.

I completely understand how frustrating this situation must be for you, montsea, and I truly empathize with what you’re going through. As I mentioned earlier, locating and either refunding your funds to your bank account or crediting them to your casino account can sometimes take a bit longer than expected.

To give the casino enough time to properly investigate and resolve this for you, I’m extending the timeframe by an additional 20 days, bringing it to a full month. If there’s still no progress by then, please rest assured that we will step in and take further action on your behalf.

Let’s stay hopeful for good news soon about your deposit.

Thank you so much for your patience and understanding during this process.

Good morning, okay.

Thank you so much

Good morning.

They're writing to me now and asking for a bank statement from June 8th to 18th yesterday? I've already sent them all the necessary information that proves that the money wasn't deposited. I have it all. To be honest, I don't know if asking me for a bank statement is legal, so they can see all my transactions and what I've spent the money on. I don't think it's legal. Also, up until yesterday, I've been waiting for my money back for days, ever since I reported that I'm not gambling.

Every day they ask me for different documentation but they don't return the deposit I made and it never arrives.

attached email

Thank you so much.

Good evening, I finally sent you my account statement. They tell me it was a mistake when the agent told me that the deposit was confirmed on the 10th and that I would receive the money in 5 business days.

Although the data is protected by the Data Protection Law, I have sent it to see if this is the last documentation they are asking for.

Thank you very much for following my case,

I hope to receive my money soon.

Good afternoon.

Sorry for the inconvenience, I attached all the required documentation. They asked me for a statement. In the end, I sent it to them. They told me to send it exactly as my bank sent it to me. I sent it to them last week. A few days ago, I have already sent them all the documentation that they have required from me every day. They told me that they only needed this statement and everything would be verified. This was a week ago, the document issue.

I am very sorry for the inconvenience caused but I don't know what else to do. I am attaching the statement that the bank sent me.

Thank you so much and I withdraw my apologies, I'm devastated.

Dear montsea,

Thank you very much for your message and for keeping us updated — I truly understand how exhausting and upsetting this situation has been for you.

Could you please confirm if you have already sent all the required documents and statements directly to the casino’s support team as well? It’s very important that they have everything on their end to complete their investigation properly.

Please rest assured that we are actively following your case. However, as mentioned earlier, we do allow the casino up to 30 days to investigate and resolve such issues, especially when missing funds need to be traced through the payment provider and your bank.

Let’s keep in touch — and if you don’t see any progress after this timeframe, we will step in again to help push things forward.

Thank you so much for your patience and cooperation.

Good afternoon, I've already sent all the required documentation. Everything: the emails with Bizum showing the date and time, the Bizum receipts from the bank, the chats with the agents from day one. The emails with support, the bank statement, everything required, and verifying what happened.

They haven't informed me how the case is progressing, they haven't explained anything to me. They told me last week that the bank statement for June 8th-June 8th would already have everything. I sent it to them just like the bank had sent it to me. Today I spoke with my bank again, and they confirmed it in writing, in addition to sending the bank receipt.

and they don't inform me, they don't write to me, I just want to be informed about the case.

Thank you for listening to me and for being able to help me.

Attached is a conversation with an agent from my bank where it is seen that there are two payments on the 10th, the 300 is the one that was claimed. They have it and I have already sent you the bank receipt. Ali, what do you think about your payment history, but it has not been deposited?

I think it's been a while because they told me that they were already verifying it with the extract last week, but I still don't know anything.

Thank you

The last required document, they commented, would already have everything verified with this document. Thank you.

Dear montsea,

Thank you very much for your detailed update and for continuing to cooperate despite how stressful this must be.

As I mentioned earlier, the process of locating and recovering missing funds — especially when external payment providers like Bizum are involved — can unfortunately take longer than expected. Since you've confirmed that all the required documents have now been submitted, the best course of action at this point is to give the casino a bit more time to complete their internal investigation.

I kindly ask you to continue following the casino's instructions and keep us informed about any updates you receive. To give the casino enough time to resolve this matter, I’m extending the timeline by an additional 15 days, making it a full month. If there is no meaningful progress by then, we will be ready to step in and assist you further.

Let’s stay hopeful that the situation will be resolved soon.

Thank you again for your patience and understanding.

Good afternoon.

Yes, if that's what I'm doing, give it time, be patient.

It's very frustrating. The days before the problem happened, they were telling me that they only needed that one document, and then another and another.

And I contact them via email very occasionally, even after a few days, because I'm afraid they'll forget about my case and I'm hoping they can inform me about how my case is going.

I need money this month above all.

I hope you don't forget it.

Thank you so much.

Dear montsea,

Thank you once again for your kind message.

Please rest assured — we won’t forget about your case. We fully understand how important this matter is to you. We’ve extended the timeline to give the casino a fair chance to complete their investigation, but we’ll be here and ready to step in if there’s no meaningful progress.

In the meantime, it’s completely understandable that you’re feeling anxious, especially when communication feels slow or unclear. If you do hear back from the casino, or if anything changes, feel free to let us know right away.

Thank you again for keeping us updated.

Good night.

I'm still waiting for my money back.

thank you

Good morning, I received an email telling me that the deposit was made, and it appears that I was the one who sent the screenshot from the beginning, but it wasn't deposited into my account. I couldn't play it from the casino because it wasn't deposited into my account.

It's incredible. I sent them the first message that this was the problem: the deposit wasn't made into my account, and I sent it myself.

I want my 300 euros back, I couldn't play them because they weren't deposited, you can check that and you should.

It's incredible how they can scam us and on top of that, deceive us. I've been telling the truth from the very beginning.

I attach screenshots.

Thank you, I hope that with your help I will get back my stolen money.

I have forwarded all the emails and their attachments to your account.

Thank you

Good afternoon.

I have requested my gaming history since I made the €300 deposit at the casino on June 10 at 2:29 a.m. and it does not appear in my bank or deposited into my casino account. It does appear as a transition and was not deposited, as I mentioned previously, I was the one who told them and I let the casino know from the very beginning what happened.

I checked my game history from that deposit on that day and time and they don't appear anywhere. I asked them for it, I asked them for the game history made with those €300 that they say were deposited, but it's not true.

It's easy to check, but that amount doesn't appear, nor does it appear that what I played with those €300 was deposited into my account, as they claim. The game history.

So far, no one wants to show me my game history.

I couldn't play them because they weren't deposited and I still don't have my €300.

Thank you and sorry for the inconvenience.

Good afternoon, I'm sending the screenshots of the game history from that day where I deposited €300 and they say they were deposited. This isn't true. You can check it in the drops. So far, I haven't had access to them nor have they sent them to me.

It's been proven that I've always told the truth about what happened. I still don't have my €300 in the casino or in my account. Thank you.

And I'm sorry, but I'm really upset about this. What happened is true. It seems like it won't let me upload the photos I've emailed. Thanks again.

Hi montsea,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Good afternoon.

Okay, thanks.

Hi montsea,

I'm sorry to learn that there hasn't been any progress since 10.6.2025. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Good afternoon, it seems there are problems uploading or sending files on the website.

If you don't mind, I'll attach it from here.

I'll keep trying. Sorry for the inconvenience.

Casino Guru Message ———

Good afternoon.

I am attaching the extract that you require, it gives me two options: expenses or credit.

I already sent the expenses for that day, I'm sending the credit so you can check that I haven't received the €300 I deposited at the casino and they haven't been refunded.

Thank you, I hope you rested during your vacation days.

Good afternoon. I realized that the statement I downloaded from the bank includes deposits and credits. I suppose you'd notice. Thank you, and I apologize for the inconvenience.

Thank you very much, montsea, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Good morning?

Will someone else take it? Will they contact me here, by email? Please, I still don't have my €300, and I've sent everything required, and I'm still the same.

Please help me

Dear montsea,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Thank you so much

Dear montsea,

Thank you for your patience and for providing all the necessary details.

Kindly be informed that we have completed our follow-up investigation with the payment provider regarding the transaction in question.

They have confirmed that the deposit was unsuccessful and that no funds were received on their end.

Additionally, there is no deduction for this attempted deposit visible on your bank statement.

We hope this clarifies the situation.

Kind regards,

Royalgame Casino Team

Good morning.

The deposit came out of my bank account after I made the 500 deposit, I made another 300 that was charged but it didn't appear in my casino account, I sent all the documentation, the statement where it appears that I made it and the Bizum receipt that my bank sent me, is what I'm telling you true, otherwise I wouldn't be fighting for something unfair.

Dear RoyalGame Casino team,

Thank you for your cooperation.

I have reviewed the evidence provided by the player, and it appears that the amount was deducted from their account but was not returned. The evidence is quite compelling.

Could you, by any chance, provide evidence supporting your side of the case? For example, a confirmation from your payment provider or any other relevant documentation that would clarify the situation.

Looking forward to your response.

Dear Jozef,

We have sent you an email with the details of our investigation and explanation regarding your case.

Kindly check your inbox at your earliest convenience.

If you have any further questions, please feel free to reach out.

Best regards,

Royalgame Team

If it is the same as mine it is not true, the deposit was not applied to the same account and it was charged to my bank account, that is so, it can be verified that I could not play them on June 10 at 2:29 in the morning. I had to do everything myself, I even contacted them immediately to inform them, and typhus the days required a new document, I sent everything, I did everything and they know that what I say is true because there is only one truth, the €300 does not appear in my bank or in the casino.

It's not fair that we're so unprotected by these casinos. What I'm saying is true. It even makes you feel bad, feeling bad, taking away your desire for anything, and what I'm saying is true.

Also, if they need any documents or anything else, although it's pretty clear from everything I've gathered, even chats where they tell me it's true that they would return the money to me and then they don't.

Whatever you need.

Thank you

I'm attaching more documentation sent to the casino to confirm that what happened is true. This and much more documentation.

Dear Montsea,

Just to make sure I understand correctly — you made four deposits at the casino, and all of them were processed, but the fourth one did not arrive in your casino account, right?

Good afternoon.

If the last 300 was paid by Bizum, it was charged to my bank account but not deposited into my casino account and it was not returned to my account either.

Thank you

Dear RoyalGame Casino Team,

Could you please send me the player’s game and transaction history?

Please send the information to my email address: [email protected].

Thank you in advance for your assistance.

Dear Jozef,

We kindly ask you to review the provided evidence once again, as we have reconfirmed all relevant details via email as well.

We believe the documentation clearly demonstrates that the transaction in question was declined, and no funds were deducted from the player’s account, as confirmed by both the bank statement and our internal records.

Thank you in advance for your time and understanding.

Best regards,

Royalgame Team

That is not true.

The payment was made from my bank account which was debited but not deposited into the casino account.

And it's the truth.

Where are the plays with that money reflected? They don't exist because I couldn't play that money; it wasn't deposited into my casino account.

Thank you

Good afternoon.

I got this from Royal Game.

It doesn't let me upload the image. I've tried several times to send it to the email.

Thank you

Good night.

I no longer just receive emails, but now also SMS just for logging in, cash. This impunity is not normal, and how they continue trying to make us continue playing even though they know what they are doing or have done to me and still haven't gotten my money back.

Is there any way other than to get my money back if I don't receive any SMS messages?

thank you.

Dear montsea,

I’ve reviewed both your documents and those provided by the casino team. Based on the information, it appears that the fifth deposit, which is marked as "canceled" in the screenshot, was indeed not deducted from your bank account, as confirmed by your bank statement.

I truly understand your concern, but from my review, I do not see anything irregular in this case. Could you please check the documents?

Good morning.

I made a deposit of 500 and another of 300, the 300 was charged to my bank account like the 500 but the 300 was not deposited into the casino account, that's how it happened.

Hi,

Could you please confirm that you have not played using this specific deposit? According to both your account information and the data provided by the casino, it appears to be the only deposit after the 500EUR, and it seems that it was used for gameplay.

If needed, I can request the full game history to verify this.

Good afternoon.

Please ask for it, I couldn't play the 300 because they weren't deposited but they were charged to my bank account,

thank you

Dear RoyalGame Casino team,

Could you please provide me with evidence confirming that this deposit was played? The game history for that period would be fully sufficient.

Thank you in advance.

Dear Jozef,

We would like to inform you that we have just sent a follow-up email including additional evidence regarding this case.

We kindly ask you to review the submitted material and let us know if any further information or documentation is required from our side.

Best regards,

Royalgame Team

Dear Montsea,

I am very sorry about the situation. After reviewing all the information, I must confirm that the casino has provided sufficient evidence showing that the deposit in question was credited to your account and that you did play with it. Unfortunately, this leaves me with no other option than to close the case.

Of course, you have every right not to agree with my decision. If you wish, you may also contact the licensing authority of the casino for further assistance.

Kind regards, Jozef