El Royale Casino - Player’s winnings have been capped.

I played for a couple hours definitely reach the amount of spins I was sapose to spin to play out the bonus ( it said 40 spins, I did about 400 min.) Then when I went to cash out the 450$ I won it would only let me take out 12$ that's pathetic bc I put in 75 so it should of at least have me my 75 back not 12$. That's such a scam

Dear Jeremy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have played? Are you absolutely confident that you have completed wagering requirements? Furthermore, if there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. 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

Hi yes I think it was the 240%bonus I anm very sure I played enough the guy even told me I did but then came up wit more excuses y I had to spend my money. I'm like I did I've been here for hrs an I have things I need to do.

Could you please forward any relevant communication between you and the casino? What was their reason to confiscate your winnings?

Wen I tried to screan shot the thing I was talking thru it wouldn't let me

Thank you very much Jeremy for your quick reply. I will now transfer your complaint to my colleague Matej 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 Jeremy.

It is a bizarre situation. The casino sent to you these $12, or only this amount was withdrawable? What happened with the rest of the balance?

Did you make bets over $10?

I'm not sure if I made bets over 10$ but I most definitely spent more than like 250$ an I only put in 75$... So it's just like mad screwed up that they wouldn't at least give me my 75 back?

I am very sorry, but from your description, it is unclear what happened and to be able to help you, I need to ask casino representatives to step into the case and explain what happened.

Ok you didn't really ask for a discription... I put 75$ into an account. It gave me like 200$ with some bonus. I played for a long time like 3 hrs I ended up winning like 450$ rite at the end . So I said ok cool I can cash out bc i got things to do . When I went to cash out they would only gave me 12 $ .wen I ask them why they said that I hadn't spent the bonus. I told them that's not possible bc I have been gambling on this site for 3 hrs straight. Is that enough? Bc I already said all this before to you I thought

No problem, Jeremy. What I mean is, that before you didn't mention some specific information about which bonus did you take or detailed info from your's gameplay. I need help from casino representatives to find out what exactly happened.

Ok no problem thanks for the update

Hello Jeremy,

Having contacted the casino representative, we would like to share the result with you. 

We've been informed that on 5/5/2020 at 14:18:45 (EST) you placed your 1st deposit of $75 and played it down to $12 balance by 5/5/2020 14:51:03 (EST). Right after you placed your 2nd $75 deposit and claimed bonus called TRUEROYAL that gives 240% on top of the deposit + 40 Free Spins on game Bubble Bubble 2 with wagering requirement of 35x Bonus+Deposit = $8,925. Once the bonus is claimed - playable balance is counted as bonus money. In this case you will be able to withdraw your winnings only once the playthrough requirement is fulfilled and your bonus money is converted into cash. At the moment you're referring to, the only amount of real cash available was the $12 from the previous deposit since balance wasn't cleared from wagering requirement.

Please let me know if you need any further assistance.

Regards,

TOP1 Team

That's pathetic ur a rip-off an I'm glad I only had to loose 75$ to fig that out. That is a f*c*ing shame wen u can't even gamble online nowdays wit out being ripped off by billion dollar f*g*o* sand ni*g*r* . Thanks for nothing no need to respond back di*kl*c*

Hello Jeremy.

This is my first and last warning. We have a zero-tolerance about using dirty words and abusive language.

I am not sure if you understand it correctly. Nobody tried to cheat you. All your winnings are yours, and you will be able to withdraw them right after you finish the wagering requirements. So finish the wagering and make a withdrawal, that's it.

Dear Jeremy,

We are extending the timer by 7 days. The casino sent us relevant proofs and we believe that in this case the casino has right to cap your winnings.

We are closing this complaint as "unjustified" from reasons described in the previous conversation.