Royals Tiger Casino - Player's account has been closed and funds withheld.

Royals Tiger is withholding my full account balance of $2,093.09 CAD. I am a Canadian player. My account is now disabled, I cannot log in, and despite full KYC approval on August 6, 2026, I have received no payment and no verifiable information of any kind after more than two weeks.

AMOUNT OWED: $2,093.09 CAD ($750.00 pending withdrawal + $1,343.09 remaining balance, both visible in my account before it was disabled).

TIMELINE

Aug 2 – Requested a $750.00 CAD withdrawal via Interac e-Transfer, the same method used for my deposit.

Aug 6 – All KYC documents approved: Proof of Identity, Proof of Address, Proof of Deposit, Bank Statement. Account displayed "Your account has been verified." That same day the withdrawal was cancelled, with the message: "In order to keep your account safe, we need to verify your payment methods. At this time, your withdrawal request has not been approved." I resubmitted (transaction ID 28304922229439748783, 22:38). It reached step 2 of 4 ("Performing checks") and never progressed. I also requested my full balance be withdrawn, plus self-exclusion and account closure.

Aug 8 – Account suspended ("Please contact Support to unsuspend your account"), later fully disabled. Same day, agent Rebecca emailed: "We can confirm that your refund will be processed using the banking information you supplied. Regarding the total refund amount… we do not yet have the final confirmation on the exact amount to be refunded."

Aug 13 – Agent Marcos: "Please note that your refund is currently in progress." Same day I sent a formal escalation email to senior management, legal, and payments, giving 48 hours for a response. No response addressing it.

Aug 17 – Agent Nathan: "We are currently awaiting an update from our relevant department."

Aug 20 – Agent Adeline: "We would greatly appreciate it if you could clarify the specific amount you have not received." This was 18 days into the dispute, after I had stated the amount in writing at least four times.

KEY ISSUES

1. No verifiable detail ever provided. Across roughly 13 differently-named support agents (Otto, Carmen, Ravi, Sam, Rebecca, Abbie, Marcos, Mehmet, Serafina, Janette, Adeline, Nathan and others), I have never received: the confirmed amount, the payment method, a payment date, a transaction reference, or a case number.

2. Contradictory statements. One agent stated in live chat that payment "has been done" — no funds were received. Days later other agents said the case was still under review. A "Customer Experience Team" email stated "obligations towards you as a player have been met in good faith" without ever confirming whether the withdrawal was paid.

3. Repeated requests for identical banking details. I provided full wire details three separate times to three different agents. Each new agent re-requested the same information with no reference to what was already submitted. The requested format asked for IBAN and BIC, which do not exist for Canadian bank accounts.

4. Refusal to disclose licensing information. Asked to confirm the license number, licensed entity, and regulator, support replied: "The support team does not provide such information. Please refer to the casino’s terms and conditions." The license number displayed on 874royalstiger.com is OGL/2025/5060/9293, which does not match this operator’s actual license. Other Royals Tiger domains display different jurisdictions entirely (Malta, Kahnawake, Costa Rica), and the T&Cs on this domain name Costa Rica as governing law.

5. Most recent reply was an automated template instructing me to check my Transaction History and Pending Withdrawals — which I cannot access because the account is disabled.

REQUESTED RESOLUTION

Payment of my full balance of $2,093.09 CAD, with written confirmation of the amount, payment method, date, and transaction reference.

EVIDENCE ATTACHED: account balance, pending withdrawal with transaction ID, cancellation message and reason, completed verification page, suspended and disabled account screens, and the full email chain with all agent responses.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royals Tiger Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did you learn how much you were supposed to receive from support?
• Could you please share with me your communication with the casino regarding the reasons for the blocking of your account and withholding of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thank you for taking on my case. Answers to your questions below. I have also corrected my original timeline after reviewing my records — please use the dates in this email as the accurate version.

1. HOW LONG I WAS A PLAYER / WHEN THE ACCOUNT WAS BLOCKED

I was a player for a single day. I registered around midnight and deposited $500 CAD on August 3, 2026 (deposit screenshot attached). I played that same day and stopped the same day. I have never deposited or played there since.

On August 3 I requested a withdrawal and also requested self-exclusion from the games. Support advised I would retain access to my account to follow the withdrawal status, just without access to the games. That worked for about a day.

On August 4, in live chat, an agent named George confirmed: "Your account is currently suspended, and it will be closed like you requested after this matter is resolved."

Within a couple of days I lost access entirely. I now receive "Your account is disabled" at login and cannot view my balance, transaction history, or pending withdrawals — despite their most recent automated email instructing me to check exactly those sections.

2. GAMES PLAYED

Slots only. No live games, no sports betting.

3. BONUS

No. My $500 deposit grew to $2,093.09 CAD entirely through slot play, with no bonus involved. My account displayed Cash: $1,343.09 and Bonus: $0.00. There were no bonus funds and no bonus wagering requirements attached to this balance.

4. DID SUPPORT EVER CONFIRM THE AMOUNT?

No — and this is central to my complaint. Over more than two weeks I asked in writing at least five times, across both chat and email, for four basic details: the amount, the payment method, a payment date, and a transaction reference. None was ever provided. No case reference number was ever issued either.

Instead I received generic reassurances from roughly fourteen differently-named agents (Otto, Carmen, Ravi, Sam, Rebecca, Abbie, Marcos, Mehmet, Serafina, Janette, Adeline, Nathan, George and others), none of whom referenced anything previously submitted. Key examples:

- August 8, Rebecca: "We can confirm that your refund will be processed using the banking information you supplied... we do not yet have the final confirmation on the exact amount to be refunded."

- August 13, Marcos: "Your refund is currently in progress."

- One agent stated in live chat that payment "has been done." No funds were ever received.

- August 17, Nathan: "We are currently awaiting an update from our relevant department."

- August 20, Adeline — 18 days into the dispute: "We would greatly appreciate it if you could clarify the specific amount you have not received."

- August 20, Adeline: "Please note that the timeframe is not over for your refund. We kindly ask you to wait till Monday." This is the only dated commitment I have ever received.

AMOUNT OWED: $2,093.09 CAD — a $750.00 pending withdrawal (transaction ID 28304922229439748783) plus the $1,343.09 remaining balance, both visible in my account before it was disabled.

I was also asked to provide full banking details three separate times by three different agents, each time as though nothing had previously been submitted. The requested format asked for IBAN and BIC, which do not exist for Canadian bank accounts.

5. REASON GIVEN FOR BLOCKING / WITHHOLDING

The casino has never given a reason for withholding my balance. The only explanation ever provided was on the August 6 withdrawal cancellation: "In order to keep your account safe, we need to verify your payment methods. At this time, your withdrawal request has not been approved. Please upload the requested documents from the verification page in your account."

I completed full KYC before losing access. Proof of Identity, Proof of Address, Proof of Deposit and Bank Statement were all approved, and the account displayed "Your account has been verified" (screenshot attached). The withdrawal was cancelled again regardless.

I would also note that when I asked support to confirm their operating license number, licensed entity name, and issuing regulator, I was told: "The support team does not provide such information. Please refer to the casino's terms and conditions." The license number displayed on the domain I played (874royalstiger.com) is OGL/2025/5060/9293, which does not match this operator's actual license, and that domain's own Terms and Conditions name Costa Rica as governing law and exclusive jurisdiction.

I am attaching the full email chain and chat screenshots. Please let me know if you need anything further.

Best regards,

Update: Still no money received. After three weeks, I’ve now received a clear statement that payment has been sent… but with another five-business-day window attached, so I’m still waiting.

On August 24, agent Tina emailed: "Your refund request has been processed and the funds are now on their way to your designated bank account. Bank transfers may take up to five banking days to be received in most cases."

To be fair, this is clearer than anything I’ve received before. It still doesn’t confirm the amount or a transaction reference, which I’ve requested at least five times. I also note the previous commitment (August 20, agent Adeline: "wait till Monday") passed on August 24 with no payment.

At this point I’ve been going in circles with them for three weeks, so I’ll believe it when the funds actually reach my account.

Update: The funds arrived today: $2,093.00 CAD received in my account. This resolves the complaint in full. Thank you, Tomas, and Casino Guru for the assistance; this only moved after the complaint was filed.

Dear Canadianclaim2026,

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,

Tomas

Casino.Guru