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

I won and they made me su.it info nine times over a months time then said I broke a rule then voided my payout

Dear Wanda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I want to inform you that we cannot make a case solely based on what you are describing. Please, could you specify which exact rule has been breached, according to casino? Did you receive any explanation?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or, alternatively, post it here).

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

Dear Wanda,

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.

I don't think it's right they make .e send my info o times for almost a month then tell me I broke the res why did t

They said I played a 12.50 bet and max was 10

I checked the General bonus T&Cs (https://elroyalecasinobonuses.com/terms/) and I found this:

"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."

Are you aware of placing bet higher than $10?

No I was not

Would you be so kind and send your game history to kristina.s@casino.guru?

Well they told me my only option was for them to put my 30$ back on so I guess I'm out my payout

Wanda, in order to help you we need to see your gaming history. But if you are okay with your deposit refund, please let me know, so we can continue resolving this case accordingly.

Okay I'll do it right now

I'm trying to get my gaming log but can't seem to find it so I'll be sending you a lot of taxes in between me and the casino and could you please give me instructions on how to get my game log thank you

Hello Wanda, thank you for a quick reply. If you can't find your game log, the fastest way to get it is by contacting the casino and it should provide it to you, or help you to find it.

I did I've been on there all day with the they keep giving me the runaround and and they told me to go to the gaming history go to a game on the bed thing and and that he's only shows that one game history and you can't download it you can't share it or nothing so I'm in the process right now is try it again and see if I can get one of them to send one to my email where I can send it to you cuz I would like to get my winnings because they were in the wrongthank you for your time and I will be getting back to you as soon as I can get them to give me the game history thank you

And could I please get your guys's correct emails where when I get it I can send it to your email I also got a whole bunch of chats between me and customer service so as soon as I get the game history I will be getting back to you and thank you for your time and helping me

just just got off the phone with them they're giving me the runaround on getting my game history they said I have to go to each game and I don't remember all the games I played so they gave me this one they're just giving me the runaround and I'm the real reviews they they done the same thing to everyone else has he done to me thank you for your time Hangouts

Hello Wanda,

My email address is mentioned above in my first response - kristina.s@casino.guru, so please send everything there if you like (or in case of screenshots you can post them here too).

I went to the site and the game history I sent you that's all that is on my game history and that's not true I played more

Wanda, this link you send works only for you when you are logged in. Could you please make screenshots for example and send those? Or isn't there any other way to export it?

I sent them to kristina.s@casino.guru

Just got off chat with El Royal casino they said that they cannot give me my game history if it's been past 15 days I just sent the other screenshot over to kristinas casino.Guru

Thank you very much for email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Wanda,

I looked at your complaint and will do my best to help you. I would like to invite El Royale Casino into this conversation. Please send me the game history or any other relevant evidence which shows that player was placing bets over $10 to my email address: viliam.v@casino.guru. 

Hello Wanda,

We have contacted the casino representative and have been informed that the winnings gained have been voided and removed from the balance according to casino's T&C that state the following: 

• 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 have also been notified that the terms of the bonuses have been explained on 3/21/2020 at 3:20:24 AM (EST) upon confirmation of the account details. Later on the bonus TRUEROYAL has been claimed on top of the $30 deposit. 

Please let me know if you have any questions.

Regards,

TOP1 Team

Hi Wanda,

Unfortunately, Casino provided relevant proof that you were placing bets over $10 (exactly $12.5) on 17.4.2020. I am sorry but I’ll be forced to reject this complaint as unjustified.

Please, let me know if I can help you with anything else.

Thank you for understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.