El Royale Casino - Player is experiencing difficulties accessing his account.

Can't access the website.

Dear Kuttar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://elroyalecasino.com/terms/:

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

Could you please advise if you have deposited any funds into your account and if you completed successfully the KYC verification?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

Best regards,

Petronela

Not deposited or verified yet. I never used any VPN. Thanks.

Could you please advise when the wagering for a Free Bonus has been completed?

28th June.

Thank you very much, Kuttar, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kuttar!

I will take care of your complaint from now on. I would like to invite representatives of El Royale Casino into this complaint in order to help us resolve the issue.

Ok

Hello Kuttar,

Thank you for your feedback. Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. Please bear in mind that you’ve been playing with a No Deposit bonus ELR50SLOTS and your balance was considered as a bonus one until a deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements were met on 6/28/2021, however the required deposit was never made. Also, the account was never verified over the phone and no documents received according to KYC procedure.

Still, as the best customer experience is an aim of ours, we are ready to make an exception here, so you’ve been emailed with a BTC wallet request in order to proceed with Payout.

Regards,

El Royale Casino Team

Dear Kuttar,

Please let us know once you receive your winnings.

Winnings received. Thanks all.

Hello Kuttar!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.