El Royale Casino - Player’s bonus winnings have been voided.

They said I bet over 10 on a bet during play however I did not. The game they are referring to allows a hold of one or more of the reels so the initial bet was $1 but by holding a reel over 10. This is a slot that should not be allowed to be played cuz the player can not play the game as offered if they hold the 10 wage amount restriction. I was not allowed my 700 withdraw.

Dear Kristie,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„To honor our Responsible and Fair Gaming policies, the maximum bet size during the bonus wagering period is set to $10, unless specifically stated otherwise in the Bonus Terms of a particular promotion. Placing wagers above $10 will result in the voiding of all winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue. Looking forward to hearing from you.

Best regards,

Petronela

I was not in bonus play when those bets were made. The history is not available to me to vote as el royale stated it was. I have made them aware of the issue with no resolution or acknowledgement of the issue at hand.

Furthermore as I said before the slot machine 777 they say i bet over 10 on during bonus play allows players to hold reels after initial bet/spin.. which my initial bet was $1. If you hold different reels from the initial spin then the game adjusts the bet amount depending on the reel held, so with that said I would have not been able to play the slot machine as it is intended, therefore you should not allow players to play a game if it would breach your policy.

None of my pay funds could have been bonus money or I would not be able to withdraw it .. so how could I have been playing bonus at that time. Humm... you also threatened me making false threats so that I would not pursue the actions stated against the casino.

I have contacted and been advised by an attorney who is very versed in the gaming industry so I feel I am worth in my bounds to continue as I feel needed to attempt to obtain what is fair and just.

Attaching me is not cool either. Shows you how you all do business there. Not very customer friendly, only if you are playing and depositing but if you have any concerns about your withdraw they don't help you with shit or pay if they can get away with it, and if you still buck their system to keep the money you won. You get attacked and threatened in a thug like, violent manner.

Not cool at all.

Dear Kristie,

Could you please forward any relevant communication between you and the casino along with your bonus and cashier histories to petronela.k@casino.guru? Thank you in advance.

Dear Kristie,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.