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I had 3 pending withdrawals cancelled and my account was blocked

Dear juan123321,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoyalGame Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Have you reached out to casino support and asked for an explanation? Have you received any response?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been a casino player for 2 months, it has only been sports betting, everything was won with real balance, 2 hours ago they told me to send my bank account so they could give me the winnings, I replied that I only handle crypto and I sent them the crypto usdt trc20 address of my crypto wallet, and they have not answered me, and the live chat tells me to wait for them to answer me

2 meses e sido jugador del casino, ha sido solo apuestas deportivas, todo se gano con saldo real, hace 2 horas me dijeron que enviara mi cuenta bancaria para que me den las ganancias, les respondí que solo manejo crypto y les envié la dirección crypto usdt trc20 de mi billetera crypto, y no me han contestado, y el chat en vivo me dice que espero a que me respondan



My account was blocked today at approximately 8:40 am UTC time

Me bloquearon la cuenta hace hoy aprox 8:40 am utc hora

They told me to send my crypto usdt erc20 address by email so that my earnings can reach me, I did it, and it's been more than 48 hours since I received a response, they tell me that there is a lot of influx of requests, I attach photos of the matter and also of the transactions which were not transferred to my crypto wallet.

Me dijeron que enviara mi direccion crypto usdt erc20 por correo para que me lleguen mis ganancias, lo hice, y han pasado mas de 48 horas que no tengo respuesta, me dicen que hay mucho flujo de solicitudes, adjunto fotos del asunto y ademas de las transacciones las cuales no se llegaron a transferir a mi billetera crypto

Thanks for the updates.

You wrote:

They told me to send my crypto usdt erc20 address by email so that my earnings can reach me

Could you please forward the email you received from the casino as an attachment directly to my email at tomas@casino.guru? I apologize for the inconvenience

You'll need to access your Gmail on a desktop computer and follow the guide on the screenshot:

I'll await your reply.

This is the only email they have sent me the rest they have talked to me by live chat because by mail I answer but I have not received a reply, by live chat they answer but they say there is a lot of flow and soon I will have answers by mail.

By live chat was where they told me to send to the mail support@royalgame.com the address crypto usdt ERC20 to get my earnings, but I have not received a reply.

I have already sent you several messages and files to your email.

Ya te envié varias mensajes y archivos a tu correo

Thank you very much, juan123321, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear juan123321,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RoyalGame Casino representative to join this conversation.

Dear RoyalGame Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear juan123321,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka