RoyalistPlay Casino - Player's account is not closed and emails remain unanswered.

I emailed this casino over 200 times requesting self exclusion made this very clear in my 1st email that never responded eventually they advised me to email their support mailbox (even though I had emailed all of the mailboxes for this company) I emailed the support mailbox they then told me to email their customer care mailbox and even though I was so clear as to why I requested the account be closed they continued to respond asking me why I wanted the account closed. After my initial request I deposited a further 909 which I want back they have yet to respond to my emails

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

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I have responded separately

Hello,

thank you for your emails.

I am concerned that I have not received your initial self-exclusion email. To progress further with your complaint, kindly send this email to my email address [email protected].

Looking forward to your reply,

Katarina

Emailed you separately

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Postout, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RoyalistPlay Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

Please note that once a player submits a self-exclusion, the dedicated team reviews each request, and it takes some technical time to be completed.

We wish to clarify that the player's request was granted within the timeframes outlined in our Terms and Conditions, which every player agrees to upon registration.

As the player himself stated, they continued depositing while being aware that their self-exclusion request was still pending. It is clearly stated that a player must refrain from any activity while a self-exclusion is in progress, and the sole responsibility is theirs. 

As you may understand, had the player won during this period, it is unlikely that such a complaint would have been raised. At first glance, this appears as an attempt for the player to play with zero risk.

Best regards,

RoyalistPlay Casino

Dear RoyalistPlay Casino, thank you for the details provided above.

I have checked the Responsible gambling section of the T&C and it states you have 10 business days to accommodate a self-exclusion request. This is not only beyond the industry standard, but we find it also unreasonably long and anti-consumer oriented.

With regular account closure we do not mind if it takes time, as the player has the option of simply not depositing and playing. But this is not the case with gambling addicts, who can't control the urge to play and spend even more money, no matter whether they win or lose. With this in mind, I would suggest the following:

• please confirm that the account has now been closed and all the marketing communication will cease
• please confirm the account has been flagged for gambling addiction and it will not be reopened ever
• please let us know whether you are willing to refund the player's deposits made between 9th August until the account closure, minus any withdrawals and winnings made in that time
• please reconsider to lower the amount of waiting time for self-exclusion requests to the industry standard of 24 - 72 hours to avoid issues like this in the future

Thank you for your time!

Dear Matej,

The player's account has been excluded without the option to be reopened and all player's details have been removed from our marketing lists.

In addition, no transactions were made for the aforementioned period, therefore, there are no funds to be refunded.

Best regards,

RoyalistPlay Casino

They should be refunded from my initial request

Thank you for the confirmation, RoyalistPlay Casino.

They should be refunded from my initial request

Dear Postout, this is unfortunately not possible. Due to the sheer number of messages received by the support team, no request can be dealt with instantly. And although the self-exclusion requests are dealt with priority, there are certain checks that have to be done beforehand.

Second reason is to protect the casino from the self-exclusion policy abusers and so-called "free bettors". They would otherwise request a self-exclusion, instantly deposit large sums and in case they lose, would straight away request refunding all the lost deposits.

Because of the aforementioned reasons, we have to allow a reasonable time for the account to get closed, and during this time the player is fully responsible for their actions, as we can't place 100% of the accountability on the casino.

Since the account has now been closed indefinitely, and the casino has confirmed no deposits were made after 9th August, I believe this complaint can be closed as well. Please, let me know if any balance has been confiscated during the account closure, or if you have actually deposited money after 9th August. In that case I can investigate further. Thank you.

This account conplete lie because I was advised to email i did the a day later they responding asking me to email support I did this and then I got asked why I wanted the acckunt close I responded then I got told to email customer care did this and again was asked why I wanted the account closed

Dear Postout, when requesting a regular account closure, every casino inquires about the reason. This is to identify whether the player is a gambling addict (in which case casino needs to act promptly), upset about a hefty loss (then usually some kind of bonus is provided) or if it is something to do with the offered services, or lack of. It is a standard procedure, and this is why mentioning gambling addiction alongside the request for account closure is very important, as mentioned in my previous posts.

Although the account has now been permanently closed and you have not disputed the casino's statement about no deposits being made after the 9th August, this complaint can now be closed. However, as I feel you are not satisfied with this outcome, I will not close the complaint as resolved, but rather rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum security I would recommend having a friend or a family member to set the password in your stead.