El Royale Casino - Player’s account has been locked.

I won a little less than five hundred dollars and went through the steps needed to get my winnings. I had spoke on the phone with customer service 3 to 4 times to verify they got my documents and that they had everything they needed, not once did anyone mention that my account was locked out and that "my bank" did a reverse payment until tonight I attempted to log in and it said I could not contact customer support. Contacted support, was told they had the right to refuse customers and that "my bank" did this reversely, called my bank and was told the merchant did the reversely and that due to the card I used the bank cannot even due reversely which is in my terms and conditions. Called Customer support and told them what I had found out, and that my bank is happy to talk to them and provide the documentation showing they El Royal Casino was in fact the reason my bank account was credit back that deposit I made, why cause I had won $500. If this Casino is welling to do this with only $500 I don't even wish a Jackpot on anyone playing with this online joke of a casino. Really, on $500 that's just sad. Last thing I was told was to email with my complaint. So email I shall, I have all the information proving they are trying to pull a fast one. PLAYERS BEWARE CASINO IS HARD UP ON MY $500 LEGIT WINNINGS

Dear Stephanie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

How much was your last deposit? Have you deposited any funds previously into your casino account using the same payment method?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Stephanie, 

Unfortunately, we've been informed by the processing bank that some of the deposits placed have been reversed. Upon creation of the gaming account, every customer agrees to the fact that the deposits placed cannot be denied or reversed, as according to the casino's T&C it leads to the account being terminated and winnings associated with it - voided.

Regards,

El Royale Casino Team

Do I understand correctly, Stephanie, that you are not aware of requesting any reversal of your deposits? 

Dear Stephanie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.