El Royale Casino - Player’s refund has been delayed.

The customer service Representatives do not speak clear English, they are all so poorly trained.

After initially opening my account with $100, I subsequently made a second deposit and a customer service representative explained to me on the telephone that she would give me a deposit bonus.... She failed to explain to me that I cannot withdraw any winnings until I had wagered $2800 (35x)...when I discovered this omission and limitation on my withdrawals of winnings I requested a refund of my $80.

customer service transferred my request to a security department which cannot be reached by phone. on May 13th I received an email saying my account has been closed and did a refund of $80 was issued and it would take $10 business days for me to receive the money.

I never received the refund. I have sent and received several e-mails back and forth to some idiot named Jesse Henderson in the security department ... He does not promptly answer emails and has failed to provide me my refund even though I sent him copies of my bank statement showing that I didn't receive it.

This is incompetence fraud and dishonesty.

Dear Will,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Could you please confirm that you’ve provided the requested bank statement for May 2020? Have you received any receipt from the casino as a proof that the funds have been sent? 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

Thank you very much Will for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Will.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the El Royale Casino team.

I received email reply today from El Royale casino.

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[TKT#36320911] Refund detailsFinances, Buying

E

El Royale Casino - Security

Hi William, By this email we hereby bring to your attention that the following amount has been returned as per your request: Refund amount - $80 Re...

Show 18 read messages

Rev. Dr. Will Green

to El

6 minutes agoDetails

I do not have a BTC wallet ...what are you talking about ?

I don't even know what it is.

If you're talking about Bitcoin I do not do anything with cyber currency.

you have everything you need to see that there was no deposit for $80 in my account on the month of May quit playing games.

Send me my $80 or I will initiate an investigation I love your company with the US government and the banking system and I will file negative reviews about your casino on the internet and I will make life hell for you.

I did not exhaust the money it was never even played. Only my first deposit of $100 did I play which had nothing to do with this $80 refund you promised.

Send me my money

God Blesses You as Love,

(Rev. Dr.) Will Green

San Diego, Ca

619-389-1176

On Tue, Jun 9, 2020, 10:03 AM El Royale Casino - Security <security@elroyalecasino.com> wrote:

Dear William,

Thank you for your request.

We'd kindly ask you to abstain form any kind of threats towards the casino as having registered with the website you have chosen to honor the Terms and Conditions of El Royale. Moreover, I'd like to remind you that having placed the deposit, the services have been used and the balance has been played down. 

We'd like to point out that the screenshots provided does do not contain all the required data in order for us to neither confirm nor deny the fact that the refund hadn't been received. That is why we had requested the full statement, which you refused to provide us with, therefore, our assistance on the matter. 

Please note due to the fact we cannot confirm the fact that the refund is indeed missing and cannot resend the transaction that has already been processed, we can only offer for the transaction to be sent to the BTC wallet of yours. In order for us to do so, please reply to this email with the BTC wallet of yours so we could resend the transaction in amount of $80.

Sincerely,

Taylor Ellis

Security Department

El Royale Casino

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Here is my reply

[TKT#36320911] Refund detailsFinances, Buying

E

El Royale Casino - Security

Hi William, By this email we hereby bring to your attention that the following amount has been returned as per your request: Refund amount - $80 Re...

Show 18 read messages

Rev. Dr. Will Green

to El

8 minutes agoDetails

I do not have a BTC wallet ...what are you talking about ?

I don't even know what it is.

If you're talking about Bitcoin I do not do anything with cyber currency.

you have everything you need to see that there was no deposit for $80 in my account on the month of May quit playing games.

Send me my $80 or I will initiate an investigation I love your company with the US government and the banking system and I will file negative reviews about your casino on the internet and I will make life hell for you.

I did not exhaust the money it was never even played. Only my first deposit of $100 did I play which had nothing to do with this $80 refund you promised.

Send me my money

Hello William, 

We have contacted the Casino representative and have been informed that you have placed your second deposit of $80 on 5/10/2020 at 03:28:02 (EST) with the bonus on top. Right after upon phone confirmation you have been explained the wagering conditions along with the bonus details. Having played with the money, the refund has been requested. 

After confirming with the Billing department the fact that refund had been processed, we have asked to double-check whether the bank statement has been provided to confirm the receipt of the funds. We received the information that online banking has been sent instead of the full statement. Therefore, the Billing team wasn't able to locate the funds due to lack information and decided to request the BTC wallet in order to simply resend the funds.

Regards,

TOP1 Team

I'm sorry, correct me if I'm wrong you're not telling me anything I don't already know. Did you even read my reply that I don't even know what a BTC wallet is.

you can stop working on my case you're as ineffective and worthless as they are. All industry is a bunch of corrupt idiots and jerks who can't even speak good grammatical English goodbye good riddance

Will, I am very sorry about your negative experience. Complaint resolution is a very long difficult process which depends on many aspects. We are doing this service completely free and we are always trying to do our best. I understand that it may not be suitable for everyone. But, you can also try it by official way and contact the licensing authority of the casino (Curacao). Let me know if you require assistance with it.

Since the player expressed uninterest in our further investigation we are respecting his request and closing the complaint as 'rejected'. 

Best regards, Jozef

Casino.Guru