El Royale Casino - Player’s struggling to withdraw his winnings.

After depositing non bonus matched $$$ and playing up to over $40k in winnings I played it down to $2500, requested a deposit and jumped through various hoops . The casino has now claimed that I played with bonus money which is not the case . They have fabricated records and have lowered my balance to $500. I have spent countless thousands and the casino effectively stole it.

Dear Matthew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that you have accumulated your winnings without any active bonus? Could you please forward your cashier and bonus histories, along with any relevant communication? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

Dear Matthew,

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.